Customer Services Representative

VINCI Facilities Limited; Manchester; On-site; GBP 22,000 - 30,000; Full time

Job summary

A Facilities Management provider in Manchester is seeking a Customer Services Representative to join their Helpdesk team. This full-time role involves being the primary contact for clients reporting maintenance and repair issues across multiple sites. The ideal candidate will have proven customer service experience and strong communication skills. The position offers additional training, 26 days holiday plus bank holidays, and a generous pension contribution. Join a team committed to providing excellent service and enhancing the customer experience.

Benefits

26 days holiday + bank holidays

Generous pension contribution

Life assurance

Additional training and development

Qualifications

• Proven experience in a customer service role.
• Exceptional written and verbal communication skills essential.
• Ability to maintain attention to detail in a fast-paced environment.
• Confident with IT systems for logging and tracking requests.

Responsibilities

• Serve as the first point of contact for customer issues via phone and email.
• Log and track maintenance and repair requests accurately.
• Coordinate repairs with internal teams and external contractors.
• Provide customers with regular updates on their requests.

Skills

Customer service experience

Strong written and verbal communication skills

Attention to detail

Confident IT skills

Calm under pressure

Job description

Hours: Full Time - 40 hours - Monday to Friday

Creating and maintaining great places to live and work delivered by excellent people who care…

Purpose of Role

Are you a dependable, service-driven professional with a passion for helping others? Join our dynamic Helpdesk team in Denton as a Customer Services Representative where you will be the frontline liaison for clients reporting maintenance and repair issues across a diverse portfolio of sites.

Job Description

In this fast-paced role, you'll ensure all service requests are logged, prioritised, and dispatched efficiently to the right teams or contractors keeping operations running smoothly and customers satisfied.

Responsibilities

• Serve as the first point of contact for customer issues via phone and email using our contact centre software
• Accurately log and track maintenance and repair requests in our CAFM system
• Coordinate with internal teams and external contractors to schedule timely repairs
• Keep customers informed with regular updates on the status of their requests
• Deliver professional, empathetic, and solution-focused communication at all times
• Monitor open cases and follow up to ensure prompt resolution
• Maintain detailed records of all interactions and service outcomes
• Contribute to continuous improvement by identifying recurring issues or process inefficiencies

Essential Qualifications/Skills

• Proven experience in customer service
• Strong written and verbal communication skills
• Exceptional attention to detail
• Confident IT skills
• Ability to stay calm and professional under pressure

In return for your hard work we offer additional training and development, 26 days holiday (+ bank holidays), generous pension contribution, life assurance and much more.

About VINCI Facilities

We are VINCI Facilities – experts in the built environment. VINCI Facilities is a Facilities Management and Building Solutions provider, delivering cost-effective and sustainable bespoke solutions to customers in the public and private sectors. We are committed to working towards a lower carbon society, focusing on sustainable and innovative methods to exceed our partners' goals and add value for all stakeholders – and we were named the top-ranked FM service provider in the Sustainable FM Index for 2020. We put our people first. Always working as a team and collaborating from start to finish. We are the trusted expert in the built environment because we listen to our team and create a workplace that maximises their potential.

Fairness, Inclusion and Respect (FIR)

Fairness, Inclusion and Respect (FIR) at VINCI Facilities is about recognising and celebrating each other’s differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.

Reasonable Adjustments

Should you require any reasonable adjustments to be made as part of the application process please contact us directly.

Flexible Working

VINCI recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.