Customer Services Representative
Customer Services Representative
Sub Division: Facilities Management
Location: Manchester
Contract Type: Permanent
Hours: Full Time - 42 hours - Variable Shift Pattern
Team Overview-->
Creating and maintaining great places to live and work delivered by excellent people who care…
Purpose of Role
VINCI Facilities is hiring for a Customer Services Representative to join their dynamic Helpdesk team in Denton, where you'll be the frontline liaison for clients reporting maintenance and repair issues across a diverse portfolio of sites.
Job Description
In this fast-paced role, you'll ensure all service requests are logged, prioritised, and dispatched efficiently to the right teams or contractors keeping operations running smoothly and customers satisfied.
Responsibilities
• Serve as the first point of contact for customer issues via phone and email using our contact centre software
• Accurately log and track maintenance and repair requests in our CAFM system
• Coordinate with internal teams and external contractors to schedule timely repairs
• Keep customers informed with regular updates on the status of their requests
• Deliver professional, empathetic, and solution-focused communication at all times
• Monitor open cases and follow up to ensure prompt resolution
• Maintain detailed records of all interactions and service outcomes
• Contribute to continuous improvement by identifying recurring issues or process inefficiencies
Essential Qualifications/Skills
• Proven experience in customer service
• Strong written and verbal communication skills
• Exceptional attention to detail
• Confident IT skills
• Ability to stay calm and professional under pressure
• Willingness to work 12-hour shifts on a rolling 4-on, 4-off schedule
In return for your hard work we offer additional training and development, 26 days holiday (+ bank holidays), generous pension contribution, life assurance and much more.
We are VINCI Facilities – experts in the built environment. VINCI Facilities is a Facilities Management and Building Solutions provider, delivering cost-effective and sustainable bespoke solutions to customers in the public and private sectors. We are committed to working towards a lower carbon society, focusing on sustainable and innovative methods to exceed our partners' goals and add value for all stakeholders – and we were named the top-ranked FM service provider in the Sustainable FM Index for 2020. We put our people first. Always working as a team and collaborating from start to finish. We are the trusted expert in the built environment because we listen to our team and create a workplace that maximises their potential.
Fairness, Inclusion and Respect (FIR) at VINCI Facilities is about recognising and celebrating each other’s differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.
Should you require any reasonable adjustments to be made as part of the application process please contact us directly.
VINCI recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.
