Customer Service Advisor, Cloudfm Group

Nights

£22.8k

An additional night premium for each shift worked of £20 is payable (rate can be subjected to change)

Junior level

Remote from UK

Facilities management and consultancy services company

Job no longer available

Facilities management and consultancy services company

101-200 employees

B2BConsultingCloud Computing

Job no longer available

£22.8k

An additional night premium for each shift worked of £20 is payable (rate can be subjected to change)

Junior level

Remote from UK

101-200 employees

B2BConsultingCloud Computing

Company mission

To restore trust in a failing industry by changing the rules. In simple terms, changing the FM industry for the better.

Job

Company

Role

Who you are

You'll have at least one year of customer service experience, ideally in a call centre environment
You'll have great interpersonal skills and good written communication

What the job involves

The role of the CSA is a critical customer facing role working directly with our customers and supply chain partners to help them resolve maintenance issues
Reviewing incoming maintenance tasks and assigning to our Supply Chain Partners
Working with supply chain partners, providing accurate information and effective communication, to ensure maintenance tasks are resolved in accordance with agreed service level agreements
Manage inbound calls against agreed SLA's
Monitor all systems/communications and update appropriately with accurate information to ensure complete transparency for our client, e.g., Building Portal, Client Inboxes, Email
Escalating issues as necessary and in a timely manner to the relevant people
Investigate all maintenance tasks that are sitting in backlog to find a resolution
Support all queries seeking out the appropriate point of contact
Ensure customer service levels are met and exceeded
Follow and stay up to date with internal changes to process
Please note this role works on a rotational shift basis. 4 nights on and 4 nights off
12 hours shifts 7pm - 7am (with an unpaid break)
Contracted hours are an average of 38.5 hours per week

Application process

As this is a fully remote role, we like to meet candidates in person for interview

Our take

Cloudfm Group is offering solutions for facilities management, service delivery and technical consultancy. The company sets itself apart in the market by providing greater transparency throughout the process, in turn improving cost control and boosting response times for an improved customer experience.

Named as one of the UK's most innovative property technology creators in 2021 and recognised for IoT-enabled predictive maintenance development by Gartner, Cloudfm works with some of the biggest names in UK food and retail to provide innovative technology that allows customers the ability to track data, performance, finance and compliance.

Founded in 2011, Cloudfm operates on a global scale and has partnered with national institutions such as the NHS to help in further developing its solution. Going forward the company is focused on team growth as well as taking on new clients in the financial, leisure and hospitality sectors.

Steph

Company Specialist at Welcome to the Jungle

Insights

8% employee growth in 12 months

Glassdoor (3.2)

Company

Company HQ

Highwoods, Colchester, UK

Leadership

Jeff Dewing

(Group CEO)

Previously worked as European Operations Director at ISS Facility Services UK. Also, the author is the best-selling book 'Doing the Opposite'.

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