Facilities Management Coordinator
The Cheshire & Greater Manchester Community Rehabilitation Company
1d ago

Job Purpose

The National Service Centre is an integral part of Support Serves driving delivery across Interserve, which provides customer service and facilities management support to customers 24 hours a day, 365 days a year.

We are committed to developing our staff through a culture of continuous learning and engagement and strive for an environment which demonstrates our commitment to the personal and professional growth of our employees.

Working as Customer Services Coordinator as part of a team within the National Service Centre you will be a central point of contact for customers and operational colleagues in the raising, allocation and completion of jobs.

Your role will be to take full ownership of each customer request and know how to come up with the best solution in fast paced environment.

Your excellent communication skills and service delivery will demonstrate a high level of accuracy and customer focus. You will have the opportunity to demonstrate your excellent customer service skills through range a of access channels.

Working in a fast paced and challenging environment, with direct support from the Leadership Team and a wider customer operations network, you will have autonomy and responsibility to provide a first contact solution which meets our client’s needs.

The role is based in our new offices near Birmingham International airport and a 5 minute walk from the train station.


  • To resolve queries and complaints, by applying a first call resolution plan to each call.
  • To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
  • To enhance the customers’ perception of the Interserve brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
  • Responsible for Health and Safety.
  • To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract.
  • To schedule all reactive and planned works to appropriate resource paying attention to location and expertise
  • To monitor action and escalate incidents as appropriate to achieve agreed service levels and keep all relevant parties informed
  • To ensure that the engineer days are optimised to drive maximum productivity from the team
  • To ensure all jobs are completed within the required response plans and costs liaising with appropriate support functions accordingly and in line with compliance
  • Adhoc reporting as required
  • Daily liaison with operational teams
  • To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
  • To monitor action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
  • To develop and maintain a good understanding of the core CAFM(s) application, the facilities management services provided to customers, and all relevant process and procedures.
  • To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
  • To handle and actively resolve any customer issues according to the Customer Complaint process.
  • To be prepared to work on any NSC contracts, projects and initiatives at short notice to support the changing needs of the business.
  • Personal Specification

  • Ensures that implications of any recommendations are clearly communicated and understood.
  • Understands the customers underlying issues and takes positive action to resolve.
  • Uses knowledge and experience and takes actions beyond normal expectation when required.
  • Effectively communicates to strengthen Interserve’s relationship with the customer and the NSC stakeholders.
  • Keeps other team members informed and shares knowledge and expertise.
  • Displays a positive attitude to challenges that the team face.
  • Actively offer support to team members.
  • Actively participates and has a positive attitude in team meetings, always supplying a suggested solution when raising an issue / problem.
  • Identifies ways to make improvements for the team.
  • Responds positively to and acts on customer feedback.
  • Shares experience and seeks advice from team about customer issues.
  • Challenges the business to ensure that customer related issues and problems take priority.
  • Able to resolve difficult and complex customer issues and complaints.
  • Challenges the business to ensure that customer related issues and problems take priority.
  • Listens to and talks to others to break down barriers and finds ways to resolve conflict.
  • Experience within a customer service call centre environment preferred Inbound and outbound call handing preferred, including working to targets.
  • Computer literate, particularly in MS Office and / or service request software Knowledge of FM and associated software packages an advantage.
  • Strong communication skills.
  • Ability to listen attentively, identifying important information and capture that data accurately.
  • Problem solving and flexibility.
  • Reporting to their specified supervisor, the role holder should develop positive relationships with all customers and colleagues.
  • To contribute to building an effective and cohesive team by taking ownership for own performance, maintaining a positive attitude at all times, meeting attendance requirements and being flexible to meet business requirements as the need arises.
  • We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.

    Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience

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