Contact Centre Operator - Full Time £17k

Posted 14 March by Field Recruitment Easy Apply


Field Recruitment's client of International recognition within the Facilities Management field are now seeking Intelligent Contact Centre (ICC) Operators to join their team, working out of the Swindon offices.

The hours for this role are Monday - Friday and will be a rotating shift pattern of 7am - 3.30pm, 7.30am - 4pm, 12pm - 8.30pm

OBJECTIVES To act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the work order.

Responsible for the co-ordination of customer service requests to be sent out to the supply chain and chasing progression of work orders.

Responsible for resolving queries and complaints by applying a first call resolution plan to each call.

To create accurate data records containing all relevant information to enable requests to be resolved to time and to the standard required.

To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner.

Takes ownership for own performance actively seeking opportunities to improve and develop



English Language and Maths GCSE grade C or above

Minimum of 1 years

experience in successfully working in a customer service role

IT Literate


Experience of working within a customer focus environment

Experience of working to targets

FM knowledge or experience

Working with IT databases

Experience and Skills:

Good communication skills and the ability to deliver excellent customer service with strong customer focus. Able to communicate with colleagues, management and supply chain staff

Strong team player

Work towards achievements of targets

Able to think proactively with the ability to multi-task

Strong operational contract focus

Able to work on own initiative

Approachable individual with a professional manner

Methodical in approach to tasks


Working knowledge of telephony and communication systems

IT literate including Word, Outlook, Excel

Proven ability to work unsupervised and under pressure

Full security clearance, or be in a position to obtain security clearance

JOB TYPE Permanent

Required skills

  • Customer Services
  • Facilities Management
  • Security Clearance
  • Service Levels

Reference: 34210864

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