customer experience centre advisor

Calling all customer service experts. We have a not-so-typical contact centre located in Bristol (BS32) and we’re looking for people who love to go above and beyond for their customers. We’re not just your usual customer service business and this exciting role allows you to get stuck into different tasks.

Integral UK works with some of the biggest brands throughout the UK and is part of the JLL group, a world-wide family on a mission to shape the future of real estate and facilities management, creating a better and more sustainable world.

We support our team members to reach their potential and create life-long careers.. So. if you want to be part of something special, and to be rewarded for it, read on…

Who is Integral UK?

Integral UK is a facilities management company. We keep the businesses and brands that you know and love, safe and operational. Our customers rely on us to ensure their properties stay in pristine condition and we take great pride in looking after them all; shops, warehouses, train stations, offices, police stations… the list goes on.

What do our Customer Experience Centre advisors do?

They:

• Deliver world-class Service to our internal and external customers, keeping focused on the customer’s needs with everything we do.
• Help with end-to-end work order management. Our customers contact us to request jobs that they need completing at their properties and you’ll help get this job organised and all works resolved.
• Manage the diaries of our engineers, scheduling jobs as needed.
• Operate in a fast-paced environment with a range of tasks both customer facing and admin based.
• Accurately record all information necessary to resolve requests, incidents and complaints first time.
• Monitor, action and escalate priority work, keeping customers informed each step of the way.
• Complete administration tasks after job completion using our in-house digital systems as set out in our processes and procedures. Full training provided.
• Feedback where appropriate to help Integral UK to continue to elevate the exceptional service we offer our customers.
• Handle and actively resolve any customer complaints as per our Customer Complaint process.

We’re looking for someone who…

• Loves going above and beyond for customers.
• Has great attention to detail.
• Is confident communication both verbally and in writing to businesses and customers.
• Has strong IT skills with experience of working across multiple systems.
• Thrives in a fast paced, collaborative environment.
• Ideally has experience in diary management and scheduling (although this isn’t essential)

What’s on offer?

• A starting salary of £25,500pa
• A generous development framework with potential earnings of £29,500 within your first 2 years.
• A new and modern office with a friendly, fun and inclusive culture.
• Various shift patterns to suit you, that all sit within our core opening times of 7am to 7pm.
• 25 days of Annual leave + Bank holidays with an opportunity to purchase more via our salary sacrifice scheme.
• Overtime opportunities.
• Employee assistance programmes
• Along with other perk schemes

Full Job Description Below...

Main Duties & Responsibilities
• Responsible for the execution of the end-to-end work order management, including the co-ordination
of all planned and reactive services within remit, detailed planning of work with Integral engineering
and our supply chain
• To accurately record all information necessary to resolve reported service requests, incidents and
complaints, including accurate classification to enable trend analysis.
• To monitor, action and escalate work orders and incidents as appropriate to achieve agreed service
levels and to keep customers informed of status and progress of resolution.
• Procurement of services from external supply partners, including purchase order creation and service
delivery management.
• To develop and maintain a good understanding of the core Maximo application, mobile and
scheduling systems, the facilities management services provided to clients, client systems and all
relevant process and procedures.
• To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new
skills and maintaining record of own development and call observations.
• To take action to keep up to date with changes to the contract and sharing information learned with
the team and wider stakeholders.
• To handle and actively resolve any customer issues according to the Customer Complaint process.
• To be prepared to work on any CEC contracts, projects and initiatives at short notice to support the
changing needs of the business

Qualifications & Experience
• 2+ years working within a work order / scheduling / mobile resource planning environment; FM is advantageous
• Experience in coordinating service delivery in a mobile field force environment, including parts management and subcontract service delivery.
• Experience of working in a customer service environment driven by customer SLAs, performance measurement and personal work targets essential.
• Excellent communication - both written and verbal
• Ability to stay calm in a high paced environment.