Basic Function
Summary of Job Role:
The Client Services Advisor (CSA) is responsible for delivering a high-quality, first-point-of-contact service to Metric customers across all communication channels, including telephone and email. The role focuses on ownership and resolution of customer enquiries, proactive communication, and effective administration in line with agreed service levels.
The CSA plays a critical role in maintaining strong client relationships, ensuring issues are resolved efficiently, and supporting the wider Service team to minimise downtime, reduce unnecessary engineer call-outs, and enhance overall customer satisfaction.
Responsibilities
- Act as the first point of contact for customers via phone and email, delivering professional and friendly service at all times.
- Answer inbound calls promptly and in line with service standards.
- Respond to customer emails within agreed response times, clearly communicating actions and expected timescales.
- Take full ownership of customer enquiries, managing issues through to resolution wherever possible.
- Triage incoming calls and emails effectively to understand the nature, urgency, and impact of each issue.
- Apply appropriate prioritisation based on service impact, customer type, and contractual SLAs.
- Aim to resolve customer issues at first point of contact wherever within role capability, minimising unnecessary hand-offs to other teams.
- Provide first-line support across Metric equipment and systems following training.
- Accurately log, update, and manage customer cases using CRM and internal systems.
- Proactively keep customers informed of progress, including delays or changes to expected outcomes.
- Liaise effectively with internal teams, including engineers, service delivery, and management, to ensure timely resolution.
- Escalate issues appropriately where required, providing clear and detailed information, only after all first-line resolution options have been reasonably explored.
- Ensure escalations are well-documented, including troubleshooting steps already taken, to enable efficient onward resolution.
- Support the Client Service Team Leader with additional duties and administrative tasks as required.
- Maintain strict compliance with confidentiality, GDPR, cyber security, and information security policies.
- Actively identify recurring issues, inefficiencies, or trends in customer enquiries and raise improvement opportunities to the Team Leader.
- Contribute to the development, review, and maintenance of client service procedures, work instructions, and knowledge base articles.
Required Competency and Behaviours
- Proven experience in a client service, customer service, customer success, or accoount management environment.
- Excellent verbal and written communicaiton skills.
- Ability to problem solve and manage conflict calmly and effectively.
- Strong customer focused mindset with a Right First Time approach.
- Confident and professional when dealing with customers at all levels.
- High level of accuracy and attention to detail.
- Ability to prioritise and manage multiple tasks in a fast paced environment.
- Comfortable working both independently and as part of a diverse team.
- Willingness to learn new systems processes and first line technical knowledge.
- Proficient in CRM systems and Microsoft Office applications (Word, Excel, Outlook).
- Ability to work effectively under pressure while maintaining professionalism.
- Experience within the parking management or related industry is desirable but not essential.
Job Type: Full-time
Pay: £26,403.49 per year
Benefits:
- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount
Application question(s):
- Must be prepared to work in Metric House
- Eligible to work in the UK
Language:
Work Location: In person
