Job Description:

Job Title: Customer Service Representative 

Location: Glasgow Head Office 

Contract: Permanent | 35 hours per week 

Working Pattern: Nightshift | 4 on 4 off | Rotation between 9:30pm - 07:30am

Salary: £27,265.72 per annum

Job Purpose:

• To answer inbound calls and make outbound calls in a professional manner.  

• Monitor and manage jobs and calls with a high focus on response times and operational performance. 
• Oversee jobs management, parts ordering and asset and PPM functions. 

Key Accountabilities:

Safety 

• To ensure that all activity compiles with Health & Safety policies. 

People 

• To ensure company policies and practises are followed and delivered consistently. 
• To read and understand Company People Policies and Guidelines in particular guidelines for reporting in sick, scheduling holidays, dress code and timekeeping. Ensure pass and name badge are worn at all times whilst within the call centre. 

Excellence 

• To take ownership of customer queries – end to end. 
• To ensure the accurate input of data and the completion of all relevant fields throughout each call. 
• Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team. 

Service 

• To arrive at the appropriate time before start of shift, log into phone system and to be ready to answer calls at allocated start time. 
• To ensure compliance with the Call Script and adhere to Call Quality Monitoring guidelines. 
• To be multi skilled across all Helpdesk functions including helpdesk, OSS, Asset and PPM. 
• Liaise with suppliers on City Tech parts orders and equipment hire 
• Manually assign and updated PPM jobs 
• Be able to help field teams with any query on jobs, PPMs, parts, quotes and assets and escalate where required. 
• Log incident requests from stores with a high level of detail to ensure notifications to the Senior Leadership team within City and partners are accurate  

Integrity  

• To comply with any other reasonable request from the Services Management Team 

Knowledge Skills and Abilities:

• Previous experience of Helpdesk/call centre 
• Strong PC literacy, with experience using FM & telephony systems 
• Strong communication skills, both written and verbal 
• Strong results focus 

Behaviours:

Safety

• we keep our people and customers safe every day 
• Do the right thing and work in the City way, the safe way 

People

• we put our people first, treat each other with respect and work as a team 
• Actively listens and treats others with respect 
• Be clear, concise, timely and accurate in communication 
• Respects individual and cultural differences