We are hiring Customer Care Support to join our Customer Care team based from our Sunbury on Thames office to provide world class service to all customers and act as a welcoming, professional first contact within FAAC Entrance Solutions.

The role involves participation in a Saturday rota, working one in four Saturdays.

Key Responsibilities:

  • First point of contact for external and internal customers
  • Log calls on onto our in-house system - via phone, email, web-portal management.
  • Accurate allocate of attendance SLA.
  • Prioritise work in accordance with the contract requirements.
  • Updating Key Account web-portals.
  • Provide prompt and regular updates to customers.
  • Assist with service administration requirements as and where required.
  • Liaise with other departments within the business: Planning Team, Helpdesk/ Key Accounts/ Small works

Knowledge/ Skills/ Experience/ Competencies:-

  • Previous experience of Service Helpdesk function to meet Customer and Business needs.
  • Previous Customer Service Experience is essential.
  • Professional telephone manner.
  • Ability to understand and interpret customer requirements.
  • Ability to prioritise workload, applying flexibility where needed.
  • Attention to detail - accuracy when logging calls.
  • Practical problem solver and desire to overcome daily challenges.
  • Able to take initiative and be self driven, customer focused.
  • A team player that can work well with others.
  • IT/ Software Skills: Web-portal experience: Verisae, Compass. IT literate with good knowledge of MS Office: Excel, Word, Outlook. Training will be given on our internal systems.