Customer Service Advisor

Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios. We are an organisation that has people at the heart of its culture and our aim for this account is to deliver an exceptional service to BT.

Our BT Workplace team provide a full range of building maintenance services to their 7,000 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.

We encourage new ways of working, driving innovation, whilst always living to our RISE values.

Respect, Integrity, Service, Excellence

The role: Customer Service Advisor

The first point of contact for the helpdesk, receiving and processing all customer and client calls ensuring they are dealt with effectively, and in a timely and professional manner. To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner.

Key Responsibilities Are As Follows

• Receive and process customer telephone / email requests to ensure the timely and effective completion of work, in accordance with the service level specification.
• Ensure that the relevant information is logged into the database to enable the accurate transfer of information for the allocation of work to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call
• Provide an administrative support service to the team (including distribution of mail; typing; filing; and dealing with telephone calls) to maximise time and also ensure a good responsive to customer service.
• Regularly review logged calls on the database, to monitor completion times, and ensure feedback is given to the caller in relation to their request.
• Ensure completed and partially completed tasks are entered into the database, to maintain the current status of tasks outstanding
• Follow the logging procedures for the whole unit and be the focal point for all calls.
• Responsible for passing on instructions to staff, recording such action in response to calls, requests etc, to enable the contract to fulfil its performance targets.
• Accountable for the completion of standard or non-standard tasks within own area
• Acts as part of a team to delivers activities which support operational objectives
• Manages a variety of tasks and is able to plan accordingly within the short-term
• Makes decisions within parameters set by manager, using job/specialist experience
• Maybe subject to regular local supervision of progress against results and escalates issues when required
• Interacts with stakeholders around specific work efforts and deliverables
• Supports delivery of Health and Safety policy and standards
• Supervises the activities of others to meet deadlines and quality standards taking account of impact outside area of responsibility
• Identifies ways to reduce cost
• Work within a given budget, usually without authorised spend of their own
• May assist less experienced staff
• Supports the delivery of a team and escalates individual performance issues

Person Specification

• Able to perform role to the required standard within a short period after completion of training
• Previous experience working in a Call Centre environment - desirable
• Capable of using the Microsoft Office packages (Work, Excel, Outlook)
• Experience of building good working relationships
• Customer Focussed

Our mission: To build a world-class business through exceptional service and exceptional people.

Why CBRE?

• Salary & Benefits: Enjoy a competitive salary with a comprehensive benefits programme, designed to make sure you feel valued in your role, with benefits that support the mental, physical, emotional and financial health for you and your family.
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available, grow through our internal career pathways an unlimited training support on Talent Coach.
• Values-Based Culture: We encourage new ways of working, driving innovation, whilst always living to our RISE values. Respect, Integrity, Service and Excellence.
• Positive Work Environment: Over 74% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.
• Volunteering Days: Benefit from 2 paid volunteering days per year.
• Exclusive Discounts: Nuffield gym memberships and restaurant discount cards

At CBRE, we value diversity and believe that everyone is extraordinary in our own way. We are an inclusive employer. Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within CBRE that is more suitable for you now or in the future.

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