Customer Services Representative
Sub Division: Healthcare
Location: Liverpool
Contract Type: Permanent
Hours: Part Time - 20 hours - Variable Shift Pattern
Creating and maintaining great places to live and work delivered by excellent people who care…
Purpose of Role
VINCI Facilities is looking for a customer-focused and organised Customer Service Representative to join our Helpdesk team based at Whiston Hospital. This is an excellent opportunity to become part of a busy facilities management operation that supports Whiston Hospital and a number of additional healthcare sites across the region.
As the first point of contact for maintenance and facilities-related requests, you will play a key role in ensuring that repairs and service issues are logged accurately and directed to the appropriate teams, helping to maintain safe and operational healthcare environments.
Job Description
Working as part of a 24/7, 365-day facilities helpdesk, you will handle incoming telephone calls and emails from hospital staff and stakeholders, logging maintenance and soft fm requests and coordinating responses from operational teams. This is a varied and fast-paced role requiring excellent communication skills, attention to detail and the ability to remain calm under pressure.
Due to the nature of the service, flexibility is essential, with occasional support required outside of core shifts to meet business needs.
Shift Pattern
This role works a rolling two-week rota, totalling 20 hours per week:
Week 1
Monday: 1:00pm - 6:00pm
Tuesday: 1:00pm - 6:00pm
Wednesday: 8:00am - 1:00pm
Thursday: 1:00pm - 6:00pm
Week 2
Monday: 8:00am - 1:00pm
Wednesday: 1:00pm - 6:00pm
Thursday: 8:00am - 1:00pm
Friday: 1:00pm - 6:00pm
Responsibilities
- Act as the first point of contact for maintenance and facilities-related enquiries.
- Receive and process requests via telephone and email.
- Accurately log jobs onto the CAFM/helpdesk system.
- Prioritise and allocate work requests to relevant operational teams.
- Monitor job progress and provide updates to customers where required.
- Ensure service level agreements and response times are met.
- Maintain accurate records and generate reports when needed.
- Deliver a professional and customer-focused service at all times.
Essential Qualifications/Skills
- Excellent communication skills, both written and verbal.
- Strong customer service skills and a professional telephone manner.
- Good IT skills, including experience using Microsoft Office applications.
- The ability to multitask and prioritise workloads effectively.
- High levels of accuracy and attention to detail.
- A flexible approach to working patterns and business requirements.
- A positive and proactive attitude with a willingness to learn.
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.
Work Location: In person
