Customer Service Representative (Day Shifts)

Customer Service Representative (Day Shifts) – Cosham, Portsmouth – Salary £17,576 (£8.45 per hour)

Brook Street is delighted to present the opportunity to work as a Customer Service Representative for a leading global provider of facility services. The Customer Service Rep will be the first point of contact for all client and customer enquiries and will effectively and efficiently deliver helpdesk services; ensuring high levels of customer satisfaction are achieved. This role will involve working on our client’s Barclays contract, one of their globally integrated contracts, which will include providing various helpdesk solutions such as reactive maintenance, facilities management, room bookings and switchboard services.

As our client operate a 24/7 service 365 days a year, the successful candidate will work 40 hours per week, which will be comprised of 8.5 hour shifts between 7am – 7pm, which will be operated on a rota basis. You will also be required to work approx. 1 in 8 Saturdays (lieu day in the week will be offered).

The client do also have a night shift available (12 hours shifts between 7pm and 7am – 4 shifts on, 4 shifts off) which will command a slightly higher pay rate, so if this suits you, please advise in your application.

Key Responsibilities:

* Action all Helpdesk requests, via telephone, email request or online request.
* Ensure all jobs are processed in line with the agreed SLA’s and priority response times.
* Administer the My MCS system, ensuring information is correct and kept up to date.
* Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
* Ensure the customer is kept aware of the progress of a job and any reasons for delay.
* Encourage customer feedback and promote a feeling of involvement by maintaining contact with the customer and carrying out customer service feedback questionnaires.
* Feedback information or any issues that may affect the contract performance or cause client dissatisfaction.
* Demonstrate extensive knowledge, understanding and awareness of facilities management issues effectively interpreting the described situations to enable a satisfactory resolution to customer requests.
* Respond in a professional and courteous manner to every customer, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation.
* Maintain awareness and contribute to the achievement of KPI and quality standards.
* Achieve no lower than 95% of the maximum quality score based on calls marked on a weekly basis.
* Ensure timely management of complaints maintaining efficient and professional communications with all parties.
* Maintain and keep up to date with information, processes and procedures supporting continuous improvement and innovation to service delivery.
* Provide statistical analysis of information for client reports and project work by use of customised reporting from a variety of different databases.
* Provide clerical and administrative support including email boxes, customer satisfaction surveys, meeting room booking reports, courier requests and any ad-hoc requests as required.
* Comply with all company policies & procedures and maintain company standards.
* Any other ad hoc duties which may be requested by management.

Skills, Experience and Attributes:

* Outstanding active listening skills.
* Ability to effectively communicate at all levels both verbally and in writing.
* Data input accuracy and speed.
* Excellent customer service orientation with a good understanding of customer complaint handling.
* Confident and assertive telephone manner.
* Enthusiastic and effective team player.
* Flexibility to adjust working patterns according to business needs.
* Accurate administration skills.
* Receptive to change.
* Ability to learn quickly.
* Ability to work with a number of different systems consecutively.
* Working knowledge of Microsoft Excel and Word.
* Ability to organise workload and multi-task where necessary.
* Self-motivated.
* Familiarisation of problem-solving techniques.

Call to action:

Whilst training will be provided, this role will require competent IT skills, including Microsoft office. You will be an efficient communicator with strong telephone experience and the ability to put the customer first and listen to ensure they are given an excellent customer experience. If you have previous experience in a call centre environment, this will put you in a very strong position for the role.

Benefits: pension, free parking


Helpdesk Advisor

An opportunity has arisen for a French & Spanish speaking Helpdesk Advisor. Excellent written and spoken French & Spanish required, as well as fluent written and spoken English.

The Helpdesk Advisor would ideally have previous customer service experience but on-the-job training will be provided. You will be part of a small team where customer excellence is at the heart of the culture.

Monday to Friday 42.5hrs per week. £9 per hour temporary contract but on-going.

Objective of the role:

Working as part of a fast-paced European Helpdesk serving B2B customers, you will be expected to offer excellent customer service and first level support to customers and partners via telephone, email and the customer service system.

Key responsibilities:

· Ensure customer incoming calls and emails are dealt with in an effective and professional manner.

· Log all incoming calls, incidents and queries.

· Act as point of contact for customer updates.

· Proactively act on data provided to enhance the customer experience.

· Liaise with logistics supplier to arrange collections, deliveries and resolve any logistics issues.

· Liaise with Sales teams across Europe as necessary.

· Produce reports based on repair data and fault statistics.

· Work as part of a team towards achieving KPIs, strategy & goals of the Helpdesk Team.

· Liaise with internal departments for second line support to ensure an outstanding level of customer service.

Knowledge, skills and experience required:

· Must be fluent in written and spoken French, Spanish and English (any further European languages beneficial).

· Ability to work well under pressure within a high-volume environment.

· A positive, enthusiastic and assertive approach.

· Excellent telephone manner and customer care focus.

· The ability to make decisions in response to need in balance with planning own workload.

· Produces quality work and committed to achievement.

· To be able to take the initiative in most situations and use management as a facilitator for sounding and suggesting new initiatives.

· Flexible approach and enthusiastic dedicated team player.

· Computer literate, experience of Windows 10, Microsoft Office applications.

· Experience in a similar fast-paced, target-driven customer service environment beneficial.

Interviews taking place apply now for immediate consideration

Part Time Customer Service / Reception

Part time Customer Service Role – 25 hours per week plus 2 in 4 sat Mornings at 4 hours.

Paying 8.50 per hour plus retail bonus.

Why work for us?

We offer:

* Competitive Salary plus bonus
* Workplace Pension
* Life Assurance
* Employee Assistance Programme.
* Career Development
* IMI (ATA) Accreditation Support
* Training through groups Academy
* Child Care Vouchers
* Competitive Annual Leave Package
* Vodafone discount scheme
* Car scheme
* Company Rewards offering Retail, Cinema and Gym discounts

The Role:

Book customer cars in for repair/attention either by telephone or by way of personal visits. As a result of this, prepare job cards and files as necessary

Maintain a filing system for job cards, invoices and associated paperwork and provide vehicle progress reports when requested by the customer

On completion of the job, collect payment from the customer paying particular attention to banking/ security arrangements and the payment of excesses on certain insurance policies

Arrange the booking of courtesy cars for customer use

Resource Planning Analyst – Contact Centre

Resource Planning Analyst – Contact Centre



Our client is looking for a resource planning analyst for their contact centre in Leeds

Main Purpose

Responsible for meeting agreed resource plans at interval level that enable service delivery across the contact centres including external partners.

Key Areas

Creation and delivery of effective and innovative scheduling techniques that are consistent with industry standards and deliver cost effective and customer supportive operations.

Be a confident effective communicator at all levels within the business including external stakeholders.

Demonstrate strong capability within day to day decision making whilst being passionate for change and delivery within the business.

To develop and maintain excellent relationships with the operation and outsource partners to ensure that plans are delivered.

Own and deliver deviation reporting of activities across the contact centres.

Analyse data sets to produce effective schedules that deliver the resource plan.

Support the Resource Planning Manager in day to day and project activity.

Work collaboratively with planning colleagues.

Required to operate flexibly to meet business requirements.

Deputise for the Resource Planning Manager.

Impact with the Organisation

Directly impacts the customer experience and resource delivery within the contact centres and external partners on an hourly/daily basis.

Role holder will need to influence the Planning Managers, CSLs and Team Leaders in terms of resource planning and performance related discussions


You must have previous experience in a similar role.

Good understanding of the contact centre operation.

A good understanding of planning cycle processes.

Please apply now and a Consultant at CMR will be in touch

Claims Advisor

Claims Handler position, £17k, Monday to Friday 9am – 5:30pm based in Leeds, free parking onsite

Your new company
Based within the insurance sector, this organisation is responsible for providing customers with vehicle warranty, they have been running for 30 years and due to an increase in work load they are looking for an experienced claims handler to join their very busy claims department.

Based in Morley, Leeds and with a fun working environment, the company is small but growing and all employees are expected to work as a team and support one another.

Your new role
You will be the first point of contact for customers within the claims department and will be responsible for answering incoming calls promptly and obtaining information from clients both accurately and promptly. You will correctly follow the claims procedure and company guidelines whilst logging all conversations on the in-house system.

What you’ll need to succeed
In order to be successful you must have proven customer service, claims handling experience which will demonstrate your confidential and professional telephone manner. Attention to detail is key and you must have a self-motivated, flexible approach.

The company are open to candidate’s backgrounds and experience, other than call centre/claims experience, therefore if you have recently graduated from university, have retail or hospitality experience then please apply within.

What you’ll get in return
You will receive a basic salary of £17,000 per annum, have attractive working hours of Monday – Thursday 9am to 5:30pm and Friday 8am – 4pm, with free parking on site and additional company benefits.

What you need to do now
If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.

If this job isn’t quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

French Speaking Customer Service Administrator

Fluent in both French & English – written and spoken
Previous experience in a Customer Service role is key
Ability to work independently or in a team

A challenging role, fast paced, customer focused environment, where a pro-active approach is key. You will be able to engage effectively with customers and other stakeholders, work well within a small team, be results focused, well organised and able to manage your time efficiently.

Primary Responsibilities
Sales order processing; processing customer purchase orders and supply an order confirmation to the customer within 24 hours
Customer Calls; provide product information and advice, confirm pricing and stock availability, handling queries
Quotations; provide written quotations within four hours of receiving a customer enquiry, ensure pricing and lead time information supplied is accurate, include product information where necessary
Service Level; Providing a high level of customer service during email and verbal communication, investigate and resolve customer concerns efficiently, support external sales teams when required

You will also be required to process any return orders and raise necessary credit notes

Minimum of GCSE passes in English & Mathematics (or equivalent)
Knowledge of IBM Notes, Word, Excel, PowerPoint
Experience of working with CRM and MRP system
Must have a minimum 2 years working in a customer service environment
Previous experience working within a manufacturing or construction environment is desirable
Fluent both written and verbally in English and French

Hours Monday to Friday 8am – 5pm (1 hour unpaid lunch)
Salary £20k – £25k depending on previous experience

Please note that if you have not been contacted within 7 days your application for this position has been unsuccessful

Part Time Customer Service Advisor (Evenings and Weekends)

Job Title: Inbound Customer Service, No Sales!!!! (PART TIME EVES AND WEEKENDS)
Job Type: Temporary/Temp to Perm
Industry: Call Centre and Customer Services
Location: Birchwood, Warrington, England
Salary: £7.50 – £9.24 per hour plus monthly shift allowance

Are you passionate about Customer Service?
How about Free Parking on site?
Experience working for a reputable company?
Are you passionate about providing quality customer service?
Do you enjoy helping others and working in a team where you are classed as part of the family?

Then this is the Customer Service job for you!

Part Time Customer Service Advisor (Evenings and Weekends) – Birchwood – £7.50 – £9.24 per hour – Ongoing Temporary Role with a view to go permanent:

The role:

This is an on-going temporary position starting on Mon 24th July 2017 in Birchwood, Warrington. As a Part Time Customer Service Advisor we are looking for an individual who is passionate about delivering exceptional customer service. As this role is predominantly phone based, you will need to be an excellent communicator. This role is a complex and varied role, providing a great opportunity for someone looking to enhance their customer service skills further. Your day to day responsibilities will include:

* You will be responsible for taking inbound emergency calls from businesses and residential homes to resolve faults relating to their electricity supply

* Logging all details accurately in the in-house system
* Liaising with engineers to visit properties to investigate electrical faults
* Dealing with emergencies and prioritising workload
* Thinking on your feet and using effective questions in order to retrieve accurate details from the caller

The shifts are 16/20/24 hours per week between the hours of 4pm – Midnight 2, 3 or 4 evenings per week (Mon – Fri) and an 8 hour shift on a Saturday or Sunday between the hours of 7am and Midnight.

Training hours are full time: Mon – Fri: 9am – 5pm, so you must be able to commit to this training.

Pay is £7.50 per hour and increases to £9.24 per hour after 12 weeks. You will also receive shift allowance of £40 per month.

For the position of Customer Service Advisor we are looking for the following experience:

* Ideally phone based customer service experience
* Prefer to have some utilities experience
* Ability to problem solve and take ownership of each customer query
* Excellent communication and listening skills
* A passion for customer service
* Previous experience of delivering exceptional customer service

Benefits of working through Search Consultancy:

* Weekly pay
* Competitive hourly rate of pay
* 28 days holiday (Inclusive of Bank Holidays)
* Pension
* Dedicated Consultant
* We work in partnership with some of the most recognisable brands in the UK

Please send your CV to the online advert if you wish to be considered for this role.

Keywords: Customer Service Advisor, Customer Service Executive, Customer Care Advisor, Inbound, Call Centre, Contact Centre, part time customer service, part time work, part time, birchwood, warrington

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age

Benefits: monthly shift allowance