Arcus Fm
Technology‑led facilities management simplifying estate operations with smart maintenance and remote monitoring
Customer Resolutions Coordinator
Handle escalations and complaints, managing end-to-end resolutions within SLAs.
Job Highlights
About the Role
As the first point of contact for internal and external escalations and complaints, you will manage the end‑to‑end work‑order journey, ensuring resolution within agreed SLAs. You will handle requests through calls, emails, and phone, maintain detailed system notes, and identify root causes to provide solutions for recurring issues. • Serve as primary contact for all internal and external escalation and complaint cases. • Oversee the complete work‑order complaint lifecycle, meeting SLA deadlines. • Process customer requests via phone, email, and calls while maintaining accurate system records. • Diagnose root causes and implement solutions to prevent recurring issues. • Manage sensitive/confidential data across multiple IT platforms under competing deadlines. • Provide flexible availability for 7 am–7 pm shifts across a seven‑day schedule.
Key Responsibilities
- ▸escalation management
- ▸work-order oversight
- ▸sla compliance
- ▸request processing
- ▸root cause analysis
- ▸data management
What You Bring
Do you enjoy working on complex and complicated queries, finding quick resolutions, and collaborating within a team? If so, the Customer Resolution Agent position at our Redditch site could be the perfect fit. We are looking for a confident, self‑motivated, empathetic professional with strong communication and meticulous attention to detail. The role requires handling sensitive information across multiple IT systems while meeting conflicting deadlines, as well as flexibility to work 7 am–7 pm across seven days. Prior experience in a fast‑paced, time‑pressured customer service environment is essential. • Demonstrate confident, self‑motivated, empathetic communication with meticulous attention to detail. • Bring experience from a fast‑paced, time‑pressured customer service role.
Requirements
- ▸communication
- ▸empathy
- ▸detail‑oriented
- ▸customer service
- ▸it systems
- ▸flexibility
Benefits
The package includes a salary of £26,372 per annum (dependent on experience) with a 4 % performance bonus, 25 days of annual leave plus bank holidays, and a matched pension contribution of 5‑6 %. Additional benefits comprise a health cash plan, life assurance, discounts, vouchers, financial aid programs, funded training sponsorship, and industry‑leading learning and development opportunities. • Receive a £26,372 base salary (experience‑dependent) plus a 4 % performance bonus. • Benefit from 25 days annual leave plus bank holidays, matched pension contributions (5‑6 %), health cash plan, life assurance, and various discounts. • Access funded training sponsorship and comprehensive learning & development programs.
Work Environment
Office Full-Time