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Customer Service Advisor - FM (Temp to Perm)

  • Location

    Newcastle upon Tyne

  • Sector:


  • Job type:


  • Salary:

    Competitive Salary + Career Progression

  • Contact:

    Natalie Gomm

  • Contact email:

  • Contact phone:


  • Job ref:


  • Published:

    about 2 months ago

  • Expiry date:


  • Startdate:


  • Consultant:


TXM Recruit are urgently looking for a CSA to join a busy thriving team within the Construction sector, working for one our highly regarded clients in one their most flagship Hubs.

This role is DAY SHIFT - 40 hours a week  - however some flexibility to support the team on weekends and nights is desirable

Day shift rota between 6am - 7pm (Monday to Friday)

  • To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, email and digital methods.
  • To provide advice and information on a range of services as required
  • Promotion of self – serve channels
  • To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes
  • To adhere to established procedures for each service request. 
  • Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
  • To assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service function.
  • Assisting in service development and continuous improvement projects and activities.
  • Acting in accordance with our clients Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all our clients policies, regulations, guidelines and procedures.
  • Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager
  • Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery.
  • Ensure behaviours are aligned with our clients core values and competencies




  • Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience
  • Knowledge of the FM sector, processes and systems e.g. CAFM, PPM, re-active repairs and maintenance
  • Good literacy, numeracy and ICT skills
  • Possesses a recognised Customer Service qualification e.g. NVQ


  • Experience of working in a helpdesk/contact centre/customer service environment
  • Experience in providing help, advice and information in a customer service environment
  • Experience of gathering organising and managing information
  • Experience of working in a team and in a performance management culture
  • Experience of working with a wide range of ICT systems including Microsoft Office
  • Experience of payment routines and financial systems
  • Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management
  • Experience of working across different channels e.g. telephone and email
  • Experience of supporting project work, activities and continuous improvement
If your background and experience fits this description, immediately available an happy with the shift patterns, please APPLY NOW or feel free t contact Natalie Gomm on 07885669698