Customer Service Coordinator: VN495 Reigate UK About Us Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions. We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact. Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture. About the Role In this role, you will deliver everyday excellence by supporting and assisting customers, addressing their enquiries, resolving issues, and ensuring a positive customer experience. This includes handling various customer interactions—such as phone calls and emails—while logging and updating tasks. All interactions and tasks should be completed in line with the account’s standard service level agreement. You should strive to provide outstanding experiences for every customer they engage with, ensuring that each interaction leaves a lasting positive impression. Main responsibilities will include: ‘Do the right thing’ – Doing the right thing is a core value for all Macro employees, and you are expected to consistently strive to uphold this principle. You will be a friendly, helpful, and polite call handler. Answer calls with a “How can I help you?” attitude, responding promptly and working efficiently to progress each task. By adopting this approach, you will delight clients. In rare emergency situations, you will remain calm and reassure the caller that you are taking ownership. You will ensure the task is created, assigned, and that an update on the ETA is provided. This information must be handed over to the next shift and/or the relevant manager as required. When you identify an opportunity for improvement, share your ideas with colleagues as an immediate solution. If necessary, escalate the matter to your line manager so it can be resolved, demonstrating that you “drive for better.” If something is not working as efficiently as it should—or could be done better—Macro wants to hear about it. Key competencies and responsibilities Feedback – Macro is committed to developing people. Part of that development involves giving and receiving feedback. We are engaged colleagues. Constructive feedback will be provided, and you are expected to act on it and implement any required changes promptly. Training – To ensure colleagues remain up to date and engaged, and to fulfil our obligations as a responsible business, you will be required to participate in training courses. These are part of your role and must be completed in a timely manner. Performance Reviews – These form part of our commitment to developing people, and all team members are expected to engage in this process. Quality - Demonstrates accuracy and thoroughness; seeks ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Communication - Writes clearly and informatively; edits work for spelling and grammar; reads and interprets written information; interacts effectively with customers, clients, supply chain partners, and colleagues. Dependability – Follows agreed processes and procedures; escalates when necessary; responds to management direction; takes responsibility for actions; keeps commitments; completes tasks on time and keeps stakeholders informed. Adaptability – Adjusts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; handles frequent change or unexpected events effectively. Motivation – Excels in customer service; demonstrates persistence and overcomes obstacles. Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit; supports everyone’s efforts to succeed; shares knowledge with colleagues and external stakeholders. Ethics – Treats people with respect; keeps commitments; inspires trust; works with integrity and ethically; upholds organizational values. Professionalism – Approaches others tactfully; reacts well under pressure; treats others with respect and consideration regardless of status or position; accepts responsibility for actions; follows through on commitments. Safety and Security – Observes safety and security procedures; reports unsafe conditions; uses equipment appropriately; complies with all health and safety legislation. Problem Solving – Resolves problems or complaints; handles queries within own knowledge and experience; makes appropriate decisions about when to escalate issues. Maintains clear communication with all stakeholders. Escalates performance issues or complaint information to the line manager to ensure awareness of current issues. Ensures the team adheres to Service Desk guidelines and Health and Safety requirements. About You The ideal candidate will have: Key skills and attributes: * Excellent time management to achieve Service Desk objectives. * Customer service experience gained in a Service Desk environment. * Excellent communication skills (written and verbal) to ensure messages are clear and understood. * Strong decision-making ability. * Effective organizational skills. * Proficiency in Microsoft Office, particularly MS Excel. * Client liaison skills that support FM24 objectives and service delivery. Personal Qualities * Committed to delivering a customer-focused service that meets diverse stakeholder requirements. * Conscientious approach to customer delivery. * A trusted and reliable communicator. * Ability to work independently while remaining a strong team player. * Proactive decision-maker. * Approachable with a strong people focus. * Flexible and well-organized approach. * Ability to remain objective under pressure. Diversity Statement We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally. Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity