Customer Service Representative

Customer Service Agent (Service Desk - Shift Days / Nights)
Onsite Stockley Park (West Drayton)

About VIRTUS
VIRTUS Data Centres is the UK’s fastest growing data centre provider which owns, designs, builds and operates the country’s most efficient and flexible data centres.
In May 2023 we announced our plans to expand into continental Europe, with our first data centre due to open in Berlin in 2026, to be quickly followed by two full campuses and expansion into other countries in the pipeline.

Our purpose is to serve humanity by being an active, positive participant in the 4th industrial revolution. When we talk about our purpose, we refer to our customers’ customers; the child playing a computer game, the person watching their favourite movie, booking a medical appointment, a plane ticket, a hotel or doing their online banking; those things can’t be done if we don’t do our job.

Our mission is to consistently exceed the expectations of customers through innovative, high-quality solutions and services. We employ intelligent thinkers – people with positive attitudes, who add to the quality of our customer proposition and business.
We value individual endeavour and initiative and encourage teamwork and togetherness because collective experience and expertise is VIRTUS’ greatest strength.

Job Summary
As a Customer Service Agent, you will be part of the VIRTUS Service Management Centre who are the first point of contact for customer issues and queries. You will play a key role in ensuring that our customers receive an excellent level of service and are kept updated on planned and unplanned activity within our data centres.

Duties and Responsibilities
The role includes but is not limited to the following: -
Responding to customer submitted tickets, emails and phone calls
Issuing incident notifications to keep internal and external stakeholders informed of unplanned events within our data centres
Issuing maintenance notifications to keep customers updated on planned activity within our data centres
Reviewing and approving visitor and delivery requests
Reviewing, approving and tracking Remote Hands and Cross Connect requests
Producing customer facing service reports

Person Specification
Excellent verbal and written communication skills (emails and phone)
Competent in the use of Microsoft office and CRM tools
Previous experience within a customer facing role
Previous experience with a ticket management system
Previous experience of working within a demanding and time critical environment
Process driven, with the ability to focus on the end result
Ability to learn quickly and work on own initiative

In line with VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.

Additional Information
This is a shift position consisting of 12-hour shifts between 7am and 7pm and 7pm and 7am. The team operate every day of the year so the shift rota will include regular weekends and bank holidays.

Remuneration package and benefits:
up to £30,000 plus 10% bonus.
Private healthcare
Pension contribution scheme
Eye and dental care benefit
Discretionary Performance bonus
Income Protection
Life Assurance
Cycle to work scheme
Annual travel card loan
Tech Scheme
Electric car scheme
Workplace extras - Byond card and Extras discount

VIRTUS is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.

We reserve the right to close this post for applications should sufficient applications be received.