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- Tasks: Handle customer calls and manage jobs with a focus on excellence.
- Company: Join a leading company prioritising safety and teamwork.
- Benefits: Competitive salary, flexible night shifts, and a supportive work environment.
- Other info: Enjoy a 4 on 4 off shift pattern for work-life balance.
- Why this job: Make a difference by providing top-notch customer service in a dynamic team.
- Qualifications: Experience in call centres and strong communication skills required.
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 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 update 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.
Customer Service Representative - Nightshift in Glasgow employer: City Facilities Management
Contact Detail:
City Facilities Management 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 culture! Before your interview, do a bit of research on the company's values and how they align with yours. This will help you show that you're not just a fit for the role, but for the team too.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when answering questions about handling customer queries during the interview.
✨Tip Number 3
Be ready to showcase your skills! Prepare examples from your past experiences that highlight your communication skills and ability to work in a team. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows your enthusiasm for the role and keeps you fresh in their minds.
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 relevant experience in helpdesk or call centre environments, and show us how your skills align with our values of safety, people, and excellence.
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, so don’t hold back!
Demonstrate Team Spirit: We value teamwork, so share examples of how you've worked collaboratively in previous roles. Let us know how you’ve contributed to a positive team environment and how you handle challenges together with your colleagues.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s super straightforward!
How to prepare for a job interview at City Facilities Management
✨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 and responsibilities listed in the job description. This will help you demonstrate how your skills and experiences align with what they’re looking for.
✨Practice Your Call Handling Skills
Since this role involves answering inbound and making outbound calls, it’s crucial to practice your call handling techniques. Consider role-playing with a friend or family member to simulate real call scenarios. This will help you feel more confident and prepared to handle customer queries effectively.
✨Showcase Your Team Spirit
The company values teamwork and respect among colleagues. Be ready to share examples of how you’ve worked well in a team environment in the past. Highlight any experiences where you’ve actively listened to others and contributed positively to group dynamics.
✨Prepare Questions About Company Culture
During the interview, don’t hesitate to ask questions about the company culture and how they prioritise safety and integrity. This shows that you’re genuinely interested in being part of their team and that you value the same principles they uphold.