Client Support Advisor- Home working optional

The Vacancy

CLIENT SUPPORT ADVISOR

Are you providing amazing customer service in your current role but ready for the next step?

We are currently recruiting for a Client Support Advisor to join our fabulous team on a full time, permanent basis. We’re looking for someone who has a passion for delivering outstanding customer service whilst always being professional and friendly!

It’d be amazing (but not essential) if you have previous experience of working on an FM Helpdesk in a busy environment because this is what you’ll be doing:

• Delivering great customer service to our clients and contractors
• Building outstanding working relationships with our clients, contractors and other functions within the business
• Managing emails and phone calls
• Dealing with enquiries from clients and contractors
• Supporting clients and contractors with any queries
• Assigning jobs to contractors within an agreed time frame

• Day to day management of CAFM system
• Challenging unnecessary call-outs and response times
• Diagnosing and triaging reactive jobs and call outs
• Reporting on OOH call outs (TBR tracker)
• Chasing up jobs that have not been accepted/attended to
• Booking of appointments
• Ensuring RAMS have been reviewed and included
• Managing and updating business-critical issues daily
• Updating systems to ensure complete transparency
• Ensuring that maintenance work is processed in a timely manner
• Collate all paperwork in relevant SharePoint folders
• Communicating with contractors daily, to minimise overdue work
• Working closely with site managers and engineers to ensure a one-team approach to management of maintenance issues
• Operating and being measured against business KPIs
• Demonstrating professionalism at all times

This particular position will involve the raising and administration of a high volume of quoted works so if that is a process you are familiar with then please apply!

To be successful you’ll need to be:

• Tenacious and results orientated

• IT literate

• Confident, efficient and reassuring on the phone

• Great at prioritising and multi-tasking

• Friendly and professional

• Looking for ways we can do things better

• Ambitious and keen to progress

We’ll give you full training as part of your induction as well as the opportunity to make the role your own. You’ll be part of a close, fun team and be fundamental to shaping the future success of Customer Care within Wates FM and of course your own career aspirations!

Wates FM successfully provides Facilities Management services in technically demanding environments, and our portfolio includes some of the UK’s best-known companies, providing stand-alone hard services, planned and reactive maintenance and technically led FM solutions to single and multi-site operations. This is an office based position.

WHAT WE OFFER

• Competitive salary
• Extensive corporate benefits including, Private Medical, Pension 5% employers’ contribution, Health and Wellness programme, 22 days holidays + bank holidays and much more…
• Excellent range of learning and development activity to support your career progression.
• Industry leading family leave benefits to included 26 weeks fully paid maternity, 12 weeks fully paid paternity.

To find out more about LIFE AT WATES please click on the following link https://www.wates.co.uk/careers/

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies.  Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.