Customer Service Operative

Job Introduction

The Customer Services Operator will interact with our customers, colleagues and suppliers ensuring a prompt, professional and efficient service, in terms of initial telephone or e-mail response, accurate recording of requests for service and escalating problems before they become issues.

Role Responsibility

• To accurately record details of the caller, problem and prioritise / action and ensure that line managers are aware of situations which could develop into issues.
• To work within and to, processes and procedures.
• To respond quickly and efficiently to incoming telephone, email, online forms, web portal and facsimile messages in line with client service levels. Attention to detail when obtaining and inputting information
• To have a clear and professional telephone manner
• To achieve a high degree of customer, colleague and supplier satisfaction, applying logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
• To attend training and coaching sessions and incorporate any changes necessary in your duties, methods, working hours and procedures
• Identify any potential areas of improvement and highlight to your line manager
• To be flexible and adaptable to change
• Produce weekly trading returns and payroll information using computerised accounting system in line with Sodexo trading procedures
• Have a methodical and systematic approach to handling documentation to ensure accurate capturing of data
• Produce reports using spreadsheets to assist the ASM and department heads to monitor activity
• Complete payroll information, both manually and through use of computerised system.
• Maintaining appropriate payroll information and answers enquiries from individuals regarding the makeup of specific payments / deductions
• Maintaining records in compliance with company policies and procedures

The Ideal Candidate

Essential

Technical Competencies

• Experience of providing helpdesk or call centre service, developing productive working relationships with key customers and suppliers.
• Basic understanding of computer hardware, peripherals and applications e.g. networks, shared files and folders, report creation.
• Keyboard skills

Behavioural Competencies

• Achievement
• Communication
• Customer Focus
• Planning and Organising
• Analytical Thinking
• Team Work
• Initiative

Desirable

Technical Competencies

• Knowledge of computer databases and their applications.
• Ideally be qualified to NVQ level 2 or 3 in Customer Service or Call Handling.
• Experience of working with, and developing KPIs and measurement information in a similar environment
• RSA level I keyboard skills or equivalent European Computer Driving Licence (ECDL) Level I.
• Microsoft Word – Basic
• Microsoft Excel - Basic

Please be aware that a successful CRB clearance may be required

Package Description

This position requires a proactive customer focused individual with an exceptional eye for detail and the ability to communicate and build relationships at all levels. The person needs to be a forward thinker with a methodical approach, exceptional planning, and excellent organisational and communication skills with the ability to challenge in order to further develop the service offer. financial and company procedures awareness is advantageous as the role does require company trading in line with the Sodexo way procedures

Accountabilities or “What you have to do”

• To take responsibility for all FM service streams and ensure that a 5 star customer service, quality of life experience is delivered.
• To be the first point of contact for building occupants on facilities issues.
• To be visible to all MSP users and build customer relationships with all levels of user.
• To ensure the area is compliant to Health and Safety procedure.
• To ensure that the area is compliant to environmental procedure.
• To ensure that the site rules are enforced.
• To report all faults and issues to the relevant service partner as directed by the Service Manager
• To monitor and review the Housekeeping  around the contracted MSP Buildings.
• To monitor and review the vend and stationery hubs to ensure they are replenished as required.
• To work as part of the business support  and multi skill in all positions.
• Undertaking the induction of users allocated to your area.
• To have a full working knowledge of the building including all services
• To carry out basic maintenance tasks as required
• E-ProphIT knowledge for processing invoices, cash and stock takes
• EPOS cashing up and banking of all monies, ensuring all company procedures are carried out.

Key Performance Indicators (KPIs) or “What it will look like when you are doing the job well”

• Building occupants receive a quality of life experience based on exceptional customer service
• All faults, issues and concerns are addressed and resolved in a timely and efficient manner
• All users have access to the MSP team as required to support business success
• Any Floor audits show full compliance with SHE regulations
• Building occupants follow site rules
• QFM reports show relevant jobs logged and actioned
• All feedback and reactive tasks are recorded and maintained in the relevant reporting system, jobs closed down within correct timescales
• All services on floors are maintained in good working order
• Compliance with all agreed SLA’s
• Building users supported to carry out their business seamlessly
• Liaising with the Service Manager to ensure that all accounts are within key margins and delivered compliantly

Competencies

• Flexibility that is focused to delivering exceptional customer service Ability to multi task and prioritise
• Attention to detail with excellent service level standards.
• Strong commercial knowledge and focus
• Proactive
• Excellent communicator.
• Resilient
• Working with others
• Excellent interpersonal skills
• Reliable and trustworthy
• Ability to work on own initiative.
• Can-do attitude.

Knowledge, skills and experience

• A high level of customer services / host experience in prestigious environments.
• Previous experience of providing similar service bundles via a multi-skilled workforce to blue chip organisations or within prestige environments with a strong focus on customer service.
• Relevant training, qualifications and experience to deliver services in line with legislative and statutory requirements.
• Good understanding and experience of working in a corporate office environment and using hotel principles to successfully deliver services
• Experience with focusing on individual customer requirements and care whilst meeting required service levels.
• Awareness of the need to provide services in a sensitive manner such as not to affect AZ’s business, reputation or share value.
• Ability to handle feedback in a calm, structured and professional manner.
• Attention to detail
• Ability to challenge ideas and opinions in sometimes confrontational situations

About the Company

Sodexo and our clients are committed to safeguarding and promoting the welfare of children, young persons and vulnerable adults. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland (Scotland).

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors.

With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.