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Customer Experience Adviser

  • Sector:

  • Job type:


  • Contact:

    Oliver Howarth-Sharpe

  • Job ref:


  • Published:

    about 1 year ago

  • Expiry date:


TXM Recruit is working in partnership with an award-winning organisation on an exciting new project in Coleshill, Birmingham. They are looking for a committed Customer Service Advisor to become part of an ever expanding and skilled team. Their fantastic office is located only a 5-minute walk from the Station and also has on-site parking.

This is a full-time role; it consists of a 40-hour working week with flexibility requirements matching workflow needs. Monday to Friday, 8-hour shifts between the times of 7am-7pm, the most likely shift will be either a 9am-6pm or 8am-5pm. If successful, you will join our client on a temporary basis with a strong view to go into a permanent role.

Your role would be to assist in the essential day to day running of the contract and providing the essential support required for the contract to reach its potential following its recent growth. This role requires you to manage, monitor and control all aspects of operational performance within the scope of the contract. You will be using various CAFM systems such as Maximo and Planon

We are looking for the successful candidates to start on Monday 17th February.


Role Specifics:


  • Be the first point of contact for incoming telephone calls

  • Logging service requests by telephone, client portal and email

  • Monitor shared inbox to ensure contract expectations are met in logging jobs efficiently

  • Monitoring dashboards on CAFM system to ensure all SLA’s are adhered to

  • Monitoring social media accounts for the contract

  • Ensure compliance with statutory and company procedures, across all functions

  • Understand, identify and apply the Service Level Agreement (SLA) for each service request and set the expectation with the customer

  • Hand over service requests to the planning and dispatch team in a timely fashion

  • Prioritising urgent jobs to avoid any KPI deductions

  • Monitoring dashboards on CAFM system to ensure all SLA’s are adhered to

  • Escalate any complaints as required

  • Contribute to reducing levels of customer complaints

  • Analysis of job history/running reports to avoid duplication

  • Promote customer feedback and surveys

  • Ad hoc administration duties


Qualifications and Skills

  • Experience in managing a workload via Planon or Maximo CAFM system would be desirable

  • Proficient in all MS Office programmes

  • Ideally have previous experience of working on a Helpdesk/Call centre role in a facilities management environment

  • Be able to demonstrate using own initiative as well as working as a team

  • Possess good analytical and organisational skills

  • Excellent communication, dealing with all levels of management, customers and suppliers both internal and external

  • Ability to balance and prioritise workload at various times in the monthly schedule

  • Good communication and customer service skills

  • Demonstrate good time management skills, working to deadlines and adhering to set procedures


This role would suit a people person with attention to detail. It’s a great opportunity to begin a rewarding career in an environment where training is always done properly, and personal development is paramount.


Why not make an application and speak to us today!


TXM Recruit is an equal opportunities employer. If you have any specific requirements or require assistance or reasonable adjustments to be made for you during the selection process due to disability or long-term health condition, we will do our best to assist you.