Customer Service Agent

Role Overview & Responsibilities

<b>Domain:</b> Support Services/Customer Services and Administration

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<b>Job type:</b> Standard

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<b>Schedule:</b><br>

Equans is looking for a Customer Service Agent to join our team in Lewisham, SE13 on a permanent basis. This is a full time role working 40 hours per week. On offer is a salary starting at £25,000 and benefits package.

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General Overview

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You will be working as part of our cross functional team providing administration and emergency and routine call handling/scheduling service for our client(s). You will be one of the first points of contact for our internal/external customers and suppliers, representing ENGGIE, and will be ensuring that the information is correct and ready to manage. Working within our operational team you will be aiding all stakeholders needs through to completion. You will be responsible for the proactive/reactive co-ordination of all service requirements and, ensuring jobs are accurately diagnosed, prioritised and that the correct engineer is dispatched, whilst ensuring high levels of customer service and adherence to client KPI’s at all times to ensure compliance.

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What will you deliver?

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Respond to all internal/external customer calls and email enquiries and adhere to targets and objectives set via our clients

<br>Take customer repair orders, obtaining full repair information and complying with data protection checks where required, accurately diagnosing repairs and making appropriate and relevant appointments in accordance with policy, practice and KPI targets, whilst maintaining a high level of customer satisfaction at all time

<br>Respond positively and manage efficiently all stakeholders/customers’ needs/support via all methods of communications and monitor /manage any requirements

<br>Plan & dispatch works directly to delivery staff via our software solutions, ensuring they have the correct information and skillset to ensure a first-time fix and leave the property in good working order

<br>Monitor progress on all job types, communicating with customers/stakeholders where required to follow the order through to practical completion

<br>Monitor internal business systems to ensure that issues are resolved in a timely manner by the relevant person

<br>Liaise with other departments where necessary to ensure positive expected outcomes are obtained

<br>Confidentially handle sensitive data and able to work in line with GDPR regulations highlighting any potential breaches to management

<br>Provide full support to the team leader in a managerial capacity to other members of the customer service department as appropriate

<br>Any other reasonable management request.

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What can we offer you?

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On offer is a salary starting at £25,000 and benefits package, which includes;

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24 days annual leave (+ public holidays)

<br>Life Cover equivalent to 1 times annual salary

<br>Employee discount shopping schemes on major brands and retailers

<br>Gym membership discounts

<br>Cycle to work scheme

<br>Holiday purchase scheme

<br>2 corporate social responsibility days per year

<br>Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

<br>Attractive Employee Referral Rewards Scheme

<br>Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network

<br>24/7 Employee Assistance Program and access to mental wellbeing app

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Who are we looking for?

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Proven excellent customer service experience

<br>Fantastic written and verbal communication skills

<br>Previous experience in an administrative role would be advantageous

<br>Knowledge of all MS Office packages

<br>Planning/scheduling experience

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Experience in the Social Housing industry (desirable).

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Who are we?

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Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

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In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

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Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

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Equans is a Bouygues group company.

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What’s next?

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If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

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At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders.

Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

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For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

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The Equans Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to Equans Managers.

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Apply now

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<b>Job location:</b> Lewisham Greater London United Kingdom

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