Customer Service Advisor

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 helpdesk 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. We also offer a generous rewards package to help you make the most out of life, including:

• Salary: £26,436.8 per annum + working from home allowance
• 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?
• Life Insurance and Personal accident cover to give you peace of mind.

Additional information about the role

This is a fulltime role on a 14-month fixed term contract. The Customer Service Team work a rotational shift pattern covering a pattern from 7am to 8pm (you would work a 9 hour shift within those hours with an hour for lunch) and a one in three weekend shift.

As this is a fully remote role, we like to meet candidates in person so shortlisted candidates will be invited to an assessment day at our office in Colchester, Essex. We’re a nice bunch though so you should have fun!