Macro
Customer Service Advisor
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Location: London
Working Location Category: Based
About Us
Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.
We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.
Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.
About The Role
As a Customer Service Advisor, you will provide a professional, responsive, and customer-focused helpdesk service, handling calls and emails, coordinating requests, following up on outstanding actions, and supporting the effective resolution of client queries.
The ideal candidate will have a polite and professional telephone manner, strong coordination and organisational skills, logical thinking and problem-solving ability, and the ability to remain calm under pressure. You will be articulate, punctual, and able to take instructions, retain information, work both independently and as part of a team, and contribute positively to team discussions.
Working Pattern: 3 days on / 3 days off, 8:00 AM – 5:00 PM, including a one-hour lunch break.
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Weekly Hours: 28 hours (average week).
Key Responsibilities
General Responsibilities
- Handle all telephone calls in a professional, prompt, and courteous manner.
- Manage emails efficiently and respond to them promptly and appropriately.
- Maintain a high level of customer service when dealing with all helpdesk calls for clients using the helpdesk systems provided.
- Ensure the timely and accurate transfer of calls, logging of tasks, and completion of follow-ups.
- Follow up on outstanding events and actions as required.
- Positively contribute to the team’s achievement of established performance targets.
- Adhere to company policies and procedures at all times.
- Undertake all duties and responsibilities associated with the shift being worked.
Administration
- Maintain and deliver appropriate quality standards and processes at all times.
- Keep accurate and up-to-date records of all helpdesk calls.
- Assist with general team administration and ensure that all relevant documentation is kept up to date.
- Report system faults promptly and appropriately.
Communication
- Respond to all client requests promptly and escalate complaints to the appropriate level where required.
- Be proactive in obtaining relevant client information to support the effective resolution of requests.
- Maintain effective and professional communication with contractors and customers.
- Ensure appropriate use of language and terminology at all times, particularly when communicating from the operational desk.
- Promptly read and respond to management communications as required.
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About You
Essential
- Educated to GCSE level, including English at Grade C or above, or equivalent qualification/experience
- Willingness and availability to work weekends
- Experience providing helpdesk telephony and/or customer service
- Ability to communicate effectively with clients, contractors, and other stakeholders, as appropriate
- Working knowledge of IT tools, including MS Windows, Excel, Outlook, the internet, and system databases
- Reasonable typing speed
- Fluent in English, both spoken and written
- Awareness of workplace health, safety and environmental issues
- Ability to remain flexible and respond effectively in the event of system failures or the implementation of disaster recovery procedures
Desirable:
- Awareness of building services
- Familiarity with facilities management operations
Diversity Statement
We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally.
Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity.
Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team.
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