Customer Service Advisor

Doncaster - England - United Kingdom of Great Britain and Northern Ireland

Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios. We are an organisation that has people at the heart of its culture and our aim for this account is to deliver an exceptional service to BT.

Our BT Workplace team provide a full range of building maintenance services to their 7,000 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.

We encourage new ways of working, driving innovation, whilst always living to our RISE values.

Respect, Integrity, Service, Excellence

The role: Customer Service Advisor

The first point of contact for the helpdesk, receiving and processing all customer and client calls ensuring they are dealt with effectively, and in a timely and professional manner. To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner.

Key Responsibilities Are As Follows

• Receive and process customer telephone / email requests to ensure the timely and effective completion of work, in accordance with the service level specification.
• Ensure that the relevant information is logged into the database to enable the accurate transfer of information for the allocation of work to the appropriate department for action.
• Provide an administrative support service to the team (including distribution of mail; typing; filing; and dealing with telephone calls).
• Follow the specific procedures for the role.
• Acts as part of a team to deliver activities which support operational objectives.
• Manages a variety of tasks and is able to plan accordingly within the short-term.
• May be subject to regular local supervision of progress against results.
• Support the activities of others to meet deadlines and quality standards and help identify ways to reduce cost.
• May assist less experienced staff.
• Supports the delivery of a team and escalates individual performance issues.
  
  

Person Specification

• Able to perform role to the required standard within a short period after completion of training.
• Previous experience working in a Call Centre environment – desirable.
• Capable of using the Microsoft Office packages (Work, Excel, Outlook).
• Experience of building good working relationships.
• Customer Focussed.
  
  

Our mission: To build a world-class business through exceptional service and exceptional people

Service line: GWS Segment