Saltire Facilities Management
Customer Service Advisor
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Customer Service Advisor – Backshift
Salary: £24,570 per annum
Hours: Average 32.25 hours per week
Shift: 11:00am – 9:30pm, 4 days on / 4 days off
Location: Office-based
Make a Difference Every Day
At Saltire Facilities Management, we don’t just answer calls — we help keep over 120,000 homes safe, warm and running smoothly.
As one of the UK’s largest independent providers of maintenance, repair and installation services for domestic heating systems, we work with public sector organisations and private homeowners to deliver essential property services. From renewables and gas services to electrical works, we’re supporting the UK’s move toward lower-carbon housing — and we’re growing.
To support this continued growth, we’re looking for confident, customer-focused individuals to join us in our busy contact centre team.
What You’ll Be Doing
You’ll be the first point of contact for customers who need help with heating, electrical, and property service enquiries. From booking engineer visits to providing reassurance during urgent situations, your work will have a direct impact on the customer experience.
In This Role, You Will
- Handle inbound calls, emails, and live chat queries
- Schedule and manage engineer appointments
- Provide clear, empathetic, and reassuring customer support
- Accurately update internal and client systems
- Liaise with engineers and internal teams to resolve issues
- Work to service level agreements and quality standards
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Some customers may be without heating or hot water, so your ability to listen, stay calm, and take ownership will make a real difference.
What We’re Looking For
We’re looking for someone who brings a positive attitude, strong communication skills, and a genuine desire to help people. Experience is useful, but your approach matters just as much.
You’ll Be a Great Fit If You Have
- Previous customer service or contact centre experience
- Excellent communication skills and a professional manner
- Strong problem-solving ability and attention to detail
- Confidence using multiple systems simultaneously
- A positive, team-focused mindset
- Flexibility to work a 4 on 4 off backshift pattern
Experience within heating, maintenance, or property services is beneficial — but not essential.
What We Offer
- Competitive Growth: Annual salary reviews to ensure you’re rewarded for your contributions
- Benefits Package: Enjoy industry-leading perks and discounts at your fingertips, including employee discounts across major retailers, discounted gym membership, and the option to purchase up to 3 additional days of annual leave.
- Overtime Opportunities: Boost your earnings with regular overtime opportunities available.
- Giving Back: Take one paid volunteer day each year to support a cause that matters to you.
- Referral Rewards: Earn a £500 bonus when you successfully refer a friend to join our team.
- Wellbeing Support: Access confidential support through our Employee Assistance Programme, including mental health and wellbeing resources, and 24/7 GP access.
- Future Security: Plan ahead with our company pension scheme.
- Save on an electric vehicle through our optional salary sacrifice scheme. Or benefit from a tax efficient electric vehicle salary sacrifice scheme (optional)
- Sustainable Travel: Save on your commute with our cycle-to-work scheme.
- Healthcare reimbursement scheme – claim money back for everyday healthcare costs, such as dental treatment, optical, physiotherapy and hospital stays.
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Apply today and become part of the Saltire team.
Please note: All roles are subject to right to work checks and satisfactory references. We cannot provide sponsorship for this role.
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