Why Join Us

We are looking for a Customer Assurance Coordinator to join our Redditch team on a part-time basis, working 24 hours per week across Monday to Sunday.

This key support role is responsible for managing customer incidents and escalations, acting as a central point of contact for customers, stakeholders, and senior management. You will ensure customer requests are resolved effectively and within agreed timescales, while meeting service level agreements and delivering excellent customer service.

What You'll Be Doing

• Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.
• Identify risks and resolutions, keeping the customer and business updated and retail stores trading.
• Support the Senior Management Team in the identification of areas for improvement.
• Responsible for tracking escalations through to resolution, updating the FM Helpdesk systems with clear and concise notes.
• Ability to lead Senior Management calls, instilling confidence that the Customer Assurance Team will effectively resolve and communicate any issues or concerns.
• Drive the performance of contractors in line with company KPIs and SLAs.
• Provide technical or specialist support to the FM Direct Team and wider business across a variety of disciplines.
• Responsible for the management, collation, and distribution of daily, weekly, and ad hoc Customer Assurance reporting.
• Complete incident reporting and communication of these incidents to Senior Management. Proactively liaise with contractors to ensure potential trade loss is minimised and operations are restored as soon as possible.
• Provide a proactive approach to the analysis of high-level issues and recommend systemic and process changes to improve the customer journey. Have the knowledge and experience to understand and make sense of complex data.
• Accurately record information in all Arcus systems, making effective use of technical triaging to assist in allocating work orders right first time, ensuring client notes are updated at every contact.
• Liaise effectively with the engineer population and field management team to ensure all scheduled works are adhered to and completed within set service level agreements.
• Manage workload according to business needs and prioritise critical duties efficiently whilst communicating identified risks effectively.
• Report incidents effectively in line with our contractual obligations to clients.
• Contribute to the development and implementation of robust FM Direct team processes to ensure that a high-quality service is provided to both internal and external customers.
• Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.