FM Conway is currently recruiting for a Part Time Customer Support Advisor to work within our in-house Customer Care team. As our Part Time Customer Support Advisor, you will serve as the primary point of contact for both internal and external customer enquiries such as, employees reporting personal injuries, accidents, vehicle accidents, utility incidents, and any other enquiries. This is a permanent, part time position, working Monday, Tuesday, Thursday and Friday, 9:30am to 15:00pm, based from our head office in Sevenoaks, Kent.
The duties of our Part Time Customer Support Advisor will include:
-Acting as the first point of contact for internal and external stakeholders and the members of the public
-Handling a high volume of inbound telephone calls alongside written and face-to-face enquiries
-Making outbound calls to customers, internal teams and external partners to gather information and provide updates on the progress of the incident through to resolution
-Producing clear, accurate and professional responses and internal communications
-Coordinate and investigate customer enquiries, incidents and complaints, ensuring communication is consistent, well structured, and customer focused
-Logging, tracking and monitoring incidents, complaints and compliments using CRM, ensuring written records are maintained accurately, and cases are followed through closure
-Managing the Customer Care email inbox, ensuring all written enquiries are responded to and actioned daily
What skills and experience do you need?
We are looking for a strong team player who has proven customer service experience and complaints-handling experience, who is confident communicating with a variety of people via telephone, email and face to face. You will be comfortable managing sensitive and confidential information and will demonstrate a consistently high standard of customer care. To be successful in this role, you must have a strong customer focus and be able to work as part of a team as well as on your own.
What benefits will you receive?
As our Part Time Customer Support Advisor, we will offer you a range of fantastic benefits including career and professional development, 23 days holiday plus bank holidays (pro rata), company pension, life assurance, opportunities for internal and external training and access to a wide range of shopping discounts through our Rewarding Great People platform. Based from our Sevenoaks Head Office you will have free access to our on-site gym and subsidised restaurant. We will also offer you a range of health and well-being benefits including 24-hour advice lines and support from our mental health first aiders.
A brief introduction to FM Conway and Central Services Division
FM Conway business of families with over 60 years’ experience of creating sustainable and innovative transportation solutions. We pride ourselves on our core values, creating a culture around Care, Innovation, Integrity, and Excellence. The heart of FM Conway has, and always will be, its great people and we are always searching for talented individuals to join our family.
The Central Services division at FM Conway is a key support function that underpins the effective operation of the entire business. It brings together several core areas, including Business Support, Recruitment, Customer Care, Equity and Diversity & Inclusion (EDI) to ensure that both our internal teams and external stakeholders receive a consistent and high-quality service. From delivering professional administrative support and managing end-to-end recruitment processes, to resolving customer queries and driving forward our commitments to inclusion and community impact, Central Services plays a strategic role in promoting operational excellence and supporting the company’s values. With a strong focus on collaboration, service delivery, and continuous improvement, the division is integral to FM Conway’s ongoing success and reputation.
So,