We are seeking a Customer Support Coordinator to join a national market leader in the Building Management Systems industry & Energy Optimisation!

This role will be based onsite in Glasgow, with some flexibly to work remotely.

The Role

The Customer Support Team is committed to delivering exemplary service to Strategic Account clients. Serving as the primary point of contact for all inquiries, they ensure efficient and effective resolution of issues.

• With a focus on minimizing downtime and maximizing satisfaction, they take full ownership of service tickets from initiation to resolution, promptly escalating issues when necessary.
• Through streamlined processes and close collaboration with FM teams, they strive to maintain seamless operations and address maintenance concerns promptly.
• Additionally, they proactively monitor critical alarms to uphold uninterrupted system functionality.
• Their mission is to provide outstanding support, enhance client retention, and uphold the highest standards of customer service.

The ideal candidate will:

• Act as a primary point of contact for both internal and external customers in a customer support coordination role.
• Provide high-quality customer service consistently, ensuring optimum customer satisfaction at all times.
• Demonstrate excellent communication skills, proficiently handling interactions via telephone, email, and proactive alerts.
• Work independently with a high level of initiative, effectively managing tasks and prioritizing responsibilities.
• Maintain proactive communication with customers, keeping them informed of updates and addressing their needs promptly and effectively.
• Strive for efficiency and consistency in all tasks performed, adhering to established standards and procedures.
• Adaptability to varying customer needs and situations, demonstrating flexibility and problem-solving skills.
• Collaborate effectively with internal teams to resolve customer issues and enhance overall service delivery.
• Continuously seek opportunities to improve customer support processes and procedures, contributing to the achievement of organizational goals.

Skills Required:

• Excellent Customer Service skills with a strong customer focus
• Willingness to be flexible & get involved in all areas
• Self-Motivated & Self-disciplined
• Excellent interpersonal skills, willingness to co-operate & work effectively as a member of a team & interact with other departments
• Adaptable to change
• Able to communicate fluently both orally & in writing
• Eager to learn, dynamic, motivated, flexible & service-minded a team player who is capable of working independently or as part of a team
• Good Knowledge of Microsoft Office
• Complies with Health & Safety requirements 
• Experience managing customer relationships
• Ticket management background
• Background in working with systems

What's in it for me?

In addition to your basic salary, there are a variety of additional bonus schemes and benefits on offer to improve your health, wellness, finances and family including:

25 days of holiday (opportunity to buy & sell)

7.5% pension scheme 

Other earnings schemes including company performance-related bonus scheme & employee referral scheme

Competitive sick pay

Private Health Care (also including; Discounted gym memberships, savings on home gym equipment, and offers on meal prep partners)

Cycle to work scheme up to the value of a value up to £2k

EV Salary sacrifice scheme - opportunity to lease an EV vehicle via salary sacrifice 

EV Charger Loan Scheme – opportunity to take an interest-free loan up to the value of £1000 to cover the cost of installing an EV charger at your home address

Smart Tech Scheme – opportunity to purchase household items up to the value of £2000 interest-free

Employee discounts with retailers, such as; Red Letter Days, Booking.  com, Alton Towers & many more!

APPLY TODAY

* APPLICANTS MUST HAVE A RIGHT TO WORK IN THE UK AND PRIOR EXPERIENCE WORKING IN THE UK CONSTRUCTION MARKET *

Before commencing employment you will be required to fully complete a pre-employment screening process consisting of a basic criminal record and credit check.

Please note that unfortunately, any applicants without the relevant work experience, or the Right To Work in the UK will be unsuccessful.

Crucial People operates as both an Employment Agency and an Employment Business.