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Customer Solutions Advisor - Full Time job in Sheffield

Engineering Jobs with Carillion plc
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Job Ref:  CA_36106
Employer:  Carillion plc
Job Type:  Permanent
Country:  United Kingdom
City:  Sheffield
Post Code:  S1
27/10/2016 01:05

Purpose of Role
To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner.

Principal Accountabilities
At Carillion, we’re working to make tomorrow a better place for our customers. We design, build and maintain schools, hospitals, railways and motorways. Facilities Management is a big part of our business - we provide round-the-clock great service for the people who use our 150,000 buildings, from the British Museum to Heathrow Airport. We fix faulty equipment, provide 24 hour security and even provide meals for school children. We’re growing fast - and that’s why we need people to join our award-winning Customer Experience Centre, right in the heart of Sheffield city centre.
We’re a helpdesk, not a contact centre, so you won’t be targeted on the length of your calls. It’s far more important that you take the time to listen to customers, find out what the problem is and send out the best engineer for the job.
  • Join our team of trained experts who handle customers’ calls and queries about the buildings they work in
  • Develop strong relationships with customers over the phone, email and social media
  • Provide outstanding customer service and help, and send out an engineer to fix the problem if needed
  • Develop your skills through ongoing training and development opportunities
The role will involve:
• Receive and process customer telephone 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 Carillion database to enable the accurate transfer of information 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, so to enable the contract to fulfil its performance targets.
Great work never goes unnoticed here
Our Customer Experience Centre is the heartbeat of our company. You don’t need any specific experience to do this role, we’ll give you all the training you need. The ability to provide exceptional customer service is key to success.
  • Excellent communication skills, both over the phone and in writing
  • Enthusiasm to join our close-knit and fun team, with a range of flexible shifts available
  • The confidence to take responsibility for solving customers’ problems
We work flexible shift patterns to make sure our customers can always get the help they need. Our monthly awards events are just one of the rewards you’ll enjoy as part of our team. Being part of a company that has 40,000 employees in 10 locations means you’ll get the chance to develop your career - and the encouragement you need to succeed.

Additional Role Information
£15,522* rising to £15,822 following a successful evaluation period


25 days annual leave + 8 bank holidays with the opportunity to buy more holidays once you have been with a for a short while
Pension Plan
Carillion 'Thank You' Scheme, which offers flexible, tax efficient benefits such as child care vouchers, cycle to work scheme & discounts on high street brands

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