Customer Service Advisor in Chelmsford

About Cloudfm

We\’re driven by our mission to transform the Facilities Management industry and create a more sustainable future. Our smart solutions and cutting-edge technology help our clients optimise building performance and minimise energy waste.

How do you fit in?

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.

What you\’ll be doing day to day

• 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

What you\’ll bring to the table

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.

Why join us

You\’ll be welcomed by a passionate and friendly team, and will be part of an open, inclusive, and supportive culture. Working for a fast-growing and driven company, you\’ll have plenty of opportunities to learn and grow, if that\’s what you\’re after. We also offer a generous rewards package to help you make the most out of life, including:

• Salary: £10,158.72 per annum
• Remote working to help you achieve a balanced life.
• 25 days holiday increasing after 2 years\’ service and an extra day on your birthday
• Health Cash Plan to look after your physical and mental health.
• Enhanced Maternity, Adoption and Paternity pay
• Wellbeing support, confidential helpline, and counselling
• Retail cashback and discounts because who doesn\’t love saving money?
• Electric car and cycle to work schemes.
• Life Insurance and Personal accident cover to give you peace of mind.

Additional information about the role

• The working pattern for this role is 16 hours per week, Saturday hr lunch) and Sunday hour lunch) however, there will need to be a degree of flexibility either to move the shift to an earlier or later finish time depending on the needs of the business.
• As this is mostly a remote role, we like to meet candidates in person so shortlisted candidates will be invited to our office in Colchester, Essex.