About this role
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. Working for a fast-paced 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: £ 26,436.8 per annum.
- 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 being recruited on a 12-month fixed term basis. 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!