Customer Service Representative
Salary £24,969 - £27,132 Location Glasgow Head Office Shift Pattern Other Hours per day
This is a Permanent, Full Time vacancy that will close in 3 months at 23:59 BST.
The Vacancy
Job Title: Customer Service Representative
Location: Glasgow Head Office
Working Hours: 37.5 Hours Per Week
*This is not an active vacancy but a talent pool for future opportunities within our helpdesk teams. By applying, you are registering your interest in being considered for upcoming roles as they become available.
We hire for dayshift, backshift, and nightshift positions, offering opportunities at both entry-level and senior levels. Senior roles are reserved for experienced Customer Service Representatives, with salaries based on the specific position. Backshift colleagues must be available to work until 10pm.
The role will involve answering inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently, all customer related faults and enquiries. You will monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines.
Key Responsibilities:
1. Ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
2. Ensure the accurate input of data and the completion of all relevant fields throughout each call.
3. Liaise with Engineers to prioritise calls enabling swift response times.
4. Manage after call activities to effectively manage workload and service levels.
5. Communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.
Qualifications / Experience:
Experience in a similar customer service-based role is desirable but not essential.
The ideal candidate:
6. Visibly demonstrate enthusiasm and positive behaviour.
7. Represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues.
8. Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.
What We Offer:
At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we’re committed to ensuring our team feels valued, motivated, and empowered. Our benefits include:
9. 33 Days Holiday (Inc. Bank Holidays)
10. Private Pension
11. HealthShield Cashback Plan - Reclaim part of your dental/optical costs.
12. OneCity – Employee Discount Platform
13. Employee Value Awards up to the value of £250
14. Access to Costco Personal Membership Subscription
15. Mental and Physical Health Services (Wisdom, Thrive, SkinVision)
16. Electric Car Scheme (Criteria Applies)
17. First Bus Commuter Club – Discounted Bus Travel
The Company
In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal – to make a positive change in the facilities management industry.
The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.
It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world’s most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.
Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.
About City
Our Benefits
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