At a Glance
- Tasks: Handle customer calls and manage queries with a focus on excellence.
- Company: Dynamic company prioritising safety and teamwork in Glasgow.
- Benefits: Competitive salary, flexible night shifts, and a supportive work environment.
- Other info: Enjoy a 4 on 4 off shift pattern for better work-life balance.
- Why this job: Join a team that values your input and offers real career growth.
- Qualifications: Experience in call centres and strong communication skills required.
The predicted salary is between 27265 - 27265 € per year.
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 complies with Health & Safety policies.
- People: To ensure company policies and practices are followed and delivered consistently. To read and understand Company People Policies and Guidelines, including reporting 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 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 update PPM jobs. Help field teams with any query on jobs, PPMs, parts, quotes and assets and escalates 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; we 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; we actively listen and treat others with respect; we are clear, concise, timely and accurate in communication; we respect individual and cultural differences.
Customer Service Representative - Nightshift in Glasgow employer: City Facilities Management Holdings Ltd
Join our Glasgow Head Office as a Customer Service Representative and experience a supportive work culture that prioritises safety, teamwork, and respect for all employees. With a competitive salary and a unique nightshift pattern of 4 on 4 off, we offer flexibility and a focus on employee growth through comprehensive training and development opportunities. Be part of a company that values your contributions and fosters a collaborative environment where you can thrive.
Contact Detail:
City Facilities Management Holdings Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative - Nightshift in Glasgow
✨Tip Number 1
Get to know the company! Research their values and culture so you can show how you fit in. When you apply through our website, mention specific things you admire about them during interviews.
✨Tip Number 2
Practice your phone skills! Since this role is all about calls, try role-playing with a friend. Focus on being clear and friendly, just like you would with customers.
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from past experiences where you handled tough situations. This will help you stand out when discussing your fit for the role.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows you're keen and professional, which is exactly what we look for in a Customer Service Representative.
We think you need these skills to ace Customer Service Representative - Nightshift in Glasgow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Representative role. Highlight your previous experience in helpdesk or call centre environments, and show us how your skills align with our key accountabilities.
Showcase Your Communication Skills:Since strong communication is key for this role, use clear and concise language in your application. We want to see how you can articulate your thoughts effectively, both in writing and verbally.
Demonstrate Your Results Focus:In your application, share examples of how you've achieved results in past roles. Whether it’s improving response times or enhancing customer satisfaction, we love to see how you take ownership of your work.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at City Facilities Management Holdings Ltd
✨Know the Job Inside Out
Before your interview, make sure you thoroughly understand the role of a Customer Service Representative. Familiarise yourself with the key accountabilities mentioned in the job description, such as handling inbound and outbound calls, managing jobs, and ensuring compliance with company policies.
✨Showcase Your Communication Skills
Since strong communication is crucial for this role, prepare to demonstrate your verbal and written skills during the interview. Think of examples where you've effectively communicated with customers or team members, especially in challenging situations.
✨Emphasise Teamwork and Integrity
This position values teamwork and integrity highly. Be ready to discuss how you've worked collaboratively in previous roles and how you ensure compliance with policies and procedures. Share specific instances where you took ownership of a task or helped a colleague.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and customer service skills. Practice responding to potential scenarios you might face on the job, like handling a difficult customer or managing multiple tasks under pressure.
