May

21

Customer Service Advisor Part-Time – Out of Hours Team

May 21, 2021 | Comments Off on Customer Service Advisor Part-Time – Out of Hours Team

Customer Service Advisor - Part-time Out of Hours Team

Location: Basingstoke

Business Area: Kier Facilities Management - Ministry of Justice

Contract: Permanent, part time

Days/Shift: Evenings & weekends

Hours: 25, 14, or 11-hours per week shift options available

  • 25 hours per week - Monday to Friday 5pm - 8pm, plus Saturday & Sunday 10-3

  • 14 Hours per week - Saturday or Saturday 10 - 3 (with three 3-hour weekday evenings of your choice)

  • 11 Hours per week - Saturday or Sunday 10 - 3 (with two 3-hour weekday evenings of your choice)


Be a VIP in FM.


The Kier Facilities Management team offers an incredibly wide range of innovative management and maintenance solutions, right across the UK - from the RAF Duxford base that welcomes over 20,000 visitors a year, to local fire stations that help protect millions of people. We're a crucial part of Kier Places, providing hard and soft facilities management to hundreds of Government department sites and public buildings - offering you a role that will challenge and reward you, every single day.

Kier Places are looking to recruit an Out of Hours (OOH) Customer Services Advisor to work within our central Customer Service Centre at our HQ in Basingstoke. We have a variety of requirements undertaking several aspects of centre, such as call handling, scheduling and completion of works whilst providing an emergency service to our client's property portfolios nationwide


Key Responsibilities

In this crucial role to our business, you'll be tasked with appropriately logging & dealing with service calls with the helpdesk software; understanding the clients' needs & effectively give clear scope of work instructions to our Engineers; respond to & chase outstanding work orders & report on job completions; and allocate tasks effectively to our internal or external resources.

When a client calls with a problem, you will need to identify the cause of the problem, identify any health & safety issues, capture the relevant & critical information, and be responsible for giving the Engineer clear & important information, enabling them to do their work effectively and to our required level of service.


What are we looking for?

The suitable candidate will have previous customer service experience and be resourceful and efficient in your working style. You'll have worked to high customer service standards and met required KPIs, ideally in a helpdesk related role within the Facilities or Maintenance industry so you have an existing understanding of maintaining optimum service level requirements.

You'll be able to build effective working relationships with your internal colleagues and clients to increase client retention and demonstrate initiative to resolve any queries and escalations.

It would be a bonus if you've had direct experience with Helpdesk Systems like Concept or Servitor.


What will you receive?

You can expect a competitive salary and an outstanding package that includes a matched pension scheme up to 7.5%, generous annual leave + bank holidays (with the opportunity to buy or sell holiday), two employee Share Scheme options (Sharesave and Share Incentive Plan), together with additional valuable benefits such as:

  • Free Life Assurance + option for extra self-cover or for your partner

  • Critical Illness, Dental, Personal Accident, and Travel Insurance options

  • Health care cash plan

  • 24/7 Virtual GP Service, Wellbeing, and Employee Assistance Programme

  • Access to Kier Rewards, our exclusive Discount Shopping Site with deals available at over 800 retailers, including restaurants, travel providers, and supermarkets

  • Plus, many more benefits geared to your wellbeing


Pre-employment checks

It's worth remembering that if you are successful, we'll undertake the relevant / standard pre-employment checks after you have been offered a job. This includes taking up your references, verifying your right to work in the UK, verifying your driving licence (if applicable) and a health assessment.

Due to the nature of this role, you will also be required to complete a Counter Terrorism Check Clearance (applicants with criminal convictions will be treated on a case by case basis. We do not discriminate based on an applicant's criminal record or the details of any offences disclosed to us). Some roles may also be subject to further pre-employment checks.


Make the journey. Leave a legacy.


Being part of Kier means living our values of being Collaborative, Trusted and Focused. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.


Kier is an inclusive employer.


Closing date: 4th June 2021

Please note, interviews may take place before the closing date, and we reserve the right to close applications early.

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