Helpdesk Customer Service Specialist (4-on/4-off, 12h)

VINCI Facilities Limited; Manchester; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A facilities management company in Manchester is seeking a Customer Services Representative for their helpdesk team. The role involves being the primary contact for clients reporting maintenance issues, logging service requests, and communicating updates efficiently. Candidates must have proven customer service experience, strong communication skills, and the ability to manage pressure. Additional training provided, along with generous benefits including holiday leave and pension contributions.

Benefits

26 days holiday (+ bank holidays)

Generous pension contribution

Life assurance

Additional training and development

Qualifications

• Experience in facilities management or maintenance is beneficial.
• Willingness to work 12-hour shifts on a rolling schedule.

Responsibilities

• Serve as the first point of contact for customer issues.
• Log and track maintenance requests in the CAFM system.
• Coordinate with teams and contractors for scheduled repairs.
• Keep customers informed with updates on their requests.
• Deliver empathetic communication at all times.
• Monitor open cases for prompt resolution.
• Maintain detailed records of all interactions.
• Contribute to continuous improvement by identifying issues.

Skills

Proven experience in customer service

Strong written and verbal communication skills

Attention to detail

Ability to stay calm under pressure

Tools

CAFM systems (Maximo preferred)

Job description

A facilities management company in Manchester is seeking a Customer Services Representative for their helpdesk team. The role involves being the primary contact for clients reporting maintenance issues, logging service requests, and communicating updates efficiently. Candidates must have proven customer service experience, strong communication skills, and the ability to manage pressure. Additional training provided, along with generous benefits including holiday leave and pension contributions.