Customer Service Representative

Customer Service Advisor
15 Month Fixed Term Contract / Monday - Friday 8.30 - 5pm
Stoke on Trent
£26,000 per annum.

An exciting opportunity has arisen to join a leading global firm as a Customer Service Advisor. This role is integral to the smooth and efficient running of the company’s customer service operations, providing essential support to both internal and external stakeholders.

Purpose of the Job
To work collaboratively within a dedicated team, delivering high-quality support to ensure the effective operation of the customer service desk. The successful candidate will be the first point of contact for incoming service requests and will play a pivotal role in maintaining strong service delivery standards.

Key Responsibilities

• Respond to all incoming telephone calls professionally and promptly.
• Process and update service requests from clients, internal teams, and suppliers via phone, email, fax, or online platforms.
• Accurately log and manage reactive, planned, and statutory compliance tasks using internal systems.
• Coordinate with on-site engineers and field-based facilities managers to address client needs effectively.
• Consult with external contractors to arrange site visits, repairs, and raise purchase orders, as necessary.
• Proactively monitor and follow up on open tasks to ensure timely resolution and compliance with service level agreements.
• Maintain accurate and up-to-date information on internal databases.
• Manage a designated client portfolio, ensuring operational and financial protocols are followed.
• Assist in the onboarding of new suppliers and contractors by completing necessary administrative tasks.
• Foster positive relationships with clients, contractors, and site personnel to support a high standard of service delivery.
• Provide administrative assistance to mobile facilities managers as required.
• Perform general filing duties and ensure records are well organized and accessible.
• Conduct any additional tasks as directed by management.

Desired Skills and Experience

• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Excellent verbal and written communication.
• Strong organizational skills with the ability to multitask effectively.
• Proven time management and ability to meet deadlines under pressure.
• Strong customer focus with a proactive and professional approach.
• Minimum of 1 years’ experience in a help desk or service desk environment is preferred.
• Previous experience in a customer-facing role is essential.

This is a fantastic opportunity to join a dynamic team within a forward-thinking service organisation. You will work in a collaborative environment where your contribution directly supports the delivery of essential services to clients across a variety of sectors.

If you’re ready to take the next step in your customer service career, we’d love to hear from you. Please apply now or get in touch with Jo Thompson for more information. Feel free to contact me directly with any questions about the role or the recruitment process.

Xpert Recruitment Ltd is acting as an employment agency on behalf of our client. By applying, you agree to register with us and consent to us holding your personal details on file. Due to the high volume of applications, we will only contact candidates who have been shortlisted for the role. However, we may also reach out regarding other suitable vacancies that match your profile.