At a Glance
- Tasks: Coordinate customer service requests and ensure smooth operations in a hybrid working environment.
- Company: Join a forward-thinking company that values teamwork and innovation.
- Benefits: Enjoy hybrid work, 25 days holiday, and a supportive learning culture.
- Other info: Great career growth opportunities in a dynamic and inclusive workplace.
- Why this job: Make a difference by delivering excellent customer service and solving real problems.
- Qualifications: Strong organisational skills and experience in scheduling or customer service roles.
The predicted salary is between 30000 - 40000 £ per year.
Location: Hybrid Working Available
Reporting to: Head of Customer Services
Work Pattern: 4 on 4 off Day shifts. Shifts are 7am - 7pm. Please note there is a shift allowance payable for weekend works.
Key Responsibilities- Schedule and coordinate reactive fault responses in line with contractual SLAs.
- Allocate work to engineers based on location, skillset, workload and fault priority.
- Monitor and manage customer requests through to successful resolution.
- Liaise with engineers, customers, subcontractors and internal stakeholders to ensure effective service delivery.
- Schedule and track periodic inspections and planned maintenance activities.
- Escalate service issues where necessary to ensure contractual performance is maintained.
- Process maintenance and chargeable works administration, including billing support.
- Maintain accurate records within service and fault management systems.
- Support out-of-hours service operations on a rota basis alongside colleagues.
- Ensure compliance with all Quality, Health, Safety, Security and Environmental procedures.
- Experience working within a scheduling, planning or coordination role.
- Excellent customer service and telephone handling skills.
- Strong organisational and problem-solving abilities.
- Experience using data to support decision-making and continuous improvement.
- Good working knowledge of Microsoft Office applications, particularly Excel.
- Strong communication skills, both written and verbal.
- Ability to work independently and collaboratively within a team.
- GCSE level education or equivalent.
- Experience using fault management or scheduling systems.
- Previous experience within a service desk, helpdesk or service centre environment.
- Experience working within engineering, utilities, infrastructure or field service environments.
- Hybrid working opportunities
- 25 days holiday, rising with service, plus Bank Holidays
- Holiday purchase scheme
- Company pension scheme with generous employer contributions
- Employee Assistance Programme
- Life Assurance
- Employee discounts portal
- Ongoing learning and development opportunities
- Cycle to Work scheme (where applicable)
We have a responsibility to ensure that all employees are eligible to live and work in the UK. Successful candidates must have the right to work in the UK by the commencement of employment. SWARCO is an equal opportunities employer and welcomes applications from all suitably qualified candidates.
Customer Service Advisor (Hybrid) in Leeds employer: SWARCO
At SWARCO, we pride ourselves on being an excellent employer, offering a hybrid working model that promotes work-life balance while ensuring our Customer Service Advisors thrive in a supportive environment. With 25 days of holiday plus bank holidays, a robust pension scheme, and ongoing learning opportunities, we are committed to the growth and well-being of our employees. Our collaborative culture encourages teamwork and innovation, making SWARCO a rewarding place to build a meaningful career in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Hybrid) in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SWARCO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SWARCO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor (Hybrid) in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SWARCO:Your cover letter is your chance to shine! Tell us why you want to work at SWARCO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SWARCO!
How to prepare for a job interview at SWARCO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
