Customer Service Advisor

Customer Service Advisor Ref: VN298 Reigate

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 provide everyday excellence in supporting and assisting customers, addressing their enquiries, resolving issues, and ensuring a positive customer experience. This involves handling various customer interactions, including phone calls and emails, logging and updating tasks. Interactions and tasks must be completed within the account’s standard level agreement. You will strive to provide outstanding experiences to any customer you deal with, knowing that you will leave an everlasting impact because of the positive interaction delivered.

Main Responsibilities will include:

• ‘Do the right thing’ - Doing the right thing is a strong value for all Macro employees, and you will be a person who strives to ‘do the right thing’.
• Be a friendly, helpful & polite call handler. Answer the call with a ‘How can I help you attitude’; answering swiftly and working to move the task along. By adapting this approach to your call handling, you will ‘delight clients’
• In rare situations that where there is an emergency, be calm and reassure the caller that you are taking ownership. Ensure that the task is created, assigned, and an update is given on the ETA. Ensure that this is handed over to the next shift and/or relevant Manager as required.
• When you see that something can be improved, highlight this to your colleagues and share your ideas as an immediate solution. If required, escalate this to your line manager so that the issue can be resolved, ensuring 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 this.
• Feedback: Macro is committed to developing people. Part of that development is feedback; you can give and receive feedback. We are engaged colleagues. Constructive feedback will be given, and you will be expected to act on that feedback and implement the required changes, if any, immediately.
• Training: Ensure that our colleagues are up to date and engaged, and to fulfil our obligations as a responsible business, you will be asked to participate in training courses – these are part of your role and will need to be completed in a timely manner.
• Performance review is part of our commitment to developing people, and all team members are expected to engage in this process.
• Quality: Demonstrate accuracy and thoroughness, look for ways to improve and promote quality, apply feedback to improve performance and monitor own work to ensure quality.
• Communication: Write clearly and informatively, edit work for spelling and grammar, able to read and interpret written information and able to effectively interact with customers, clients, supply chain partners, and other colleagues.
• Dependability: Follow agreed processes and procedures, escalate, when necessary, respond to management direction, take responsibility for own actions, keep commitments, complete tasks on time and keep all relevant stakeholders informed.
• Adaptability: Adapt to changes in the work environment, manage competing demands, change approach or method to best fit the situation and able to deal with frequent change or unexpected events.
• Motivation: Excel in customer service, demonstrate persistence and overcome obstacles.
• Teamwork: Balance team and individual responsibilities, contribute to building a positive team spirit, support everyone's efforts to succeed and share knowledge with the colleagues and external stakeholders.
• Ethics: Treat people with respect, keep commitments, inspire the trust of others, work with integrity and ethically and uphold organisational values.
• Professionalism: Approach others in a tactful manner, react well under pressure, treat others with respect and consideration regardless of their status or position, accept responsibility for own actions and follow through on commitments.
• Safety and Security: Observe safety and security procedures, report potentially unsafe conditions, use equipment appropriately and comply with all health and safety legislation.
• Problem Solving: Resolve any problems or complaints, aim to handle all queries within the bounds of own knowledge and experience but equally make appropriate decisions about when to escalate issues upwards.
• Ensures clear communication to all stakeholders
• Escalate performance issues/complaint information to the line manager to ensure awareness of current issues.
• Ensure the team is aware and adhere to Service Desk guidelines and Health and Safety requirements

About You

The ideal candidate will have:

• Excellent time management skills that achieve Service Desk objectives.
• Customer service skills gained in a Service Desk environment.
• Excellent communication skills, both written and verbal, that ensure messages are received and understood.
• Decision-making skills.
• Organisational skills.
• Microsoft office skills, particularly MS Excel.
• Client liaison skills that support fm24 objectives and service delivery.
• Commitment to delivering a customer focused service that meets varying stakeholder requirements.
• Conscientious approach to customer delivery.
• Trusted communicator.
• Ability to work on own initiative while remaining a team player.
• Proactive decision-maker.
• Strong people focus.
• Flexible and organised 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.

Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact [email protected] to speak to a member of our team.