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Employer: Cloud
Job Title: Customer Service Advisor
Location: Remote (United Kingdom)
Salary: £25,396.80 a year
Job Type: Full-time
About Cloudfm
Cloudfm is driven by the mission to transform the Facilities Management industry and create a more sustainable future. Smart solutions and cutting-edge technology help clients optimise building performance and minimise energy waste.
Role Overview
The role of the CSA is a critical customer facing role working directly with customers and supply chain partners to help them resolve maintenance issues.
What You’ll Be Doing Day to Day
Reviewing incoming maintenance tasks and assigning to Supply Chain Partners.
Working with supply chain partners, providing accurate information and effective communication, to ensure maintenance tasks are resolved in accordance with agreed service level agreements.
Manage inbound calls against agreed SLA’s.
Monitor all systems/communications and update appropriately with accurate information to ensure complete transparency for the client, e.g., Building Portal, Client Inboxes, Email.
Escalating issues as necessary and in a timely manner to the relevant people.
Investigate all maintenance tasks that are sitting in backlog to find a resolution.
Support all queries seeking out the appropriate point of contact.
Ensure customer service levels are met and exceeded.
Follow and stay up to date with internal changes to process.
What You’ll Bring to the Table
At least one year of customer service experience, ideally in a call centre environment. Great interpersonal skills and good written communication.
Why Join Cloud
You’ll be welcomed by a passionate and friendly team and be part of an open, inclusive, and supportive culture. Working for a fast-growing and driven company, there are plenty of opportunities to learn and grow. A generous rewards package includes:
Salary: £25,396.80 per annum
Remote working to help achieve a balanced life.
25 days holiday increasing after 2 years’ service and an extra day on your birthday!
Health Cash Plan to look after physical and mental health.
Enhanced Maternity, Adoption and Paternity pay
Wellbeing support, confidential helpline, and counselling
Retail cashback and discounts
Electric car and cycle to work schemes.
Life Insurance and Personal accident cover
Additional Information
The Customer Service Team work a rotational shift pattern covering a pattern from 7am to 8pm (a 9 hour shift within those hours with an hour for lunch) and a one in three weekend shift.
As this is a fully remote role, shortlisted candidates will be invited to an assessment day at the office in Colchester, Essex.
How to Apply
If this opportunity interests you, head to the company’s official website for full details — click here to submit your application.
