This is a fast-paced role supporting planning and customer service operations, handling customer enquiries while coordinating engineers and operatives to ensure works are delivered efficiently and in line with service level agreements.
About the Role:
You will act as a key point of contact for customers, managing enquiries via phone, email, and internal systems, while planning and scheduling works for operatives.
Key Responsibilities:
* Handle incoming calls, emails, and portal requests from customers
* Book and confirm appointments using internal systems (Castleton Maintain)
* Raise, update and close support tickets via CAFM systems
* Plan and schedule works for operatives and engineers
* Manage and update diaries to ensure efficient workflow
* Monitor and ensure SLAs are met
* Investigate and resolve customer queries and complaints
* Arrange follow-on appointments where required
* Maintain accurate customer records and databases
* Liaise with site teams, engineers, and stakeholders
* Carry out customer satisfaction surveys
* Manage shared inboxes and general administrative duties
* Support training of new team members where required
About You:
Essential Skills:
* Excellent organisational and time management skills
* Strong customer service and communication skills
* Ability to work in a fast-paced environment
* Confident using IT systems including Microsoft Office
* Professional and reliable approach to work
* Ability to work independently and as part of a team
Desirable Experience:
* Experience in planning or scheduling roles
* Experience within Facilities Management or Responsive Repairs
* Familiarity with CAFM systems (e.g. Castleton Maintain)
* Understanding of local government, housing associations or service contracts
Other Requirements:
* Full UK driving licence (preferred)
Personal Attributes:
* Self-motivated and proactive
* Flexible and adaptable
* Strong communicator
* Well presented and professional
* Reliable and team-oriented
This is a great opportunity to join a structured and supportive environment with strong progression potential.
Please apply with your CV to be considered.
INDTEMP
Salary description
£14.49 - £14.50 per hour