Customer Services Adviser

Do you relish the opportunity to work in a professional customer-focused role? If yes, then this role may be ideal.

The Customer Services Centre is the initial point of contact for all Estates-services related enquiries. The role holder will be required to work cohesively as part of a busy team to deliver a professional customer-focused service at all times. The hours of operation for the Customer Services Centre are 8am – 5pm, Monday to Friday (except Bank Holidays and the Christmas closure). The Customer Services Advisers work on a rotational basis to cover these hours.

Acting as the key operational hub for the Estates section of the department, the role holder will take ownership of queries reported to the Customer Services Centre by processing and prioritising requests in a transparent and open manner, following up requests with members of Estates and ensuring the customer is kept up to date with the status of their request.

The role also provides reporting services to the management team to input into planning and quality control. The Customer Services Advisers ensure relevant action is instigated or information is effectively disseminated to appropriate parties.

The Customer Services Centre achieved national Customer Service Excellence accreditation in June 2019 and have successfully retained this through an annual rolling programme since.

As a Customer Services Adviser you can expect to be involved in:

• Acting as the first point of call for all enquiries to Estates Customer Services. Delivering excellent customer service in line with the Estates Customer Services Strategy and Policy. Taking ownership of enquiries via telephone, email, and intranet or in person and ensuring the customer is kept informed of progress. Responsible for contacting Campus Security to report any emergencies at end of working day.
• Maintaining a detailed knowledge of all services provided by the department and relevant service levels. Establishing excellent working relationships with managers and staff as well as having an overview of all projects works and other activities.
• Managing Customer Services email accounts, utilising Topdesk to monitor email traffic and providing statistical analysis on quantity of emails, email types and response times in accordance with service levels.
• Being a highly skilled user of the CAFM (Computer-aided Facilities Management) System, apprising managers of information they need to plan and effectively resourcing the workload of their teams. Monitoring outstanding defects, analysing information and producing reports to highlight uncompleted work and costs allocated to jobs. Working proactively to reconcile these costs.

What will you bring to the role?

• Educated to GCSE level 4/grade C or above, in Maths and English
• Proven experience of working in a professional customer services environment
• Experience of using largescale, complex electronic databases, including interrogation of data and reporting on results

What we can offer in return:

As a member of our team, you can expect a friendly, open and collaborative working environment and support in your development and wellbeing. You'll enjoy a range of great staff benefits including:

• 43 days' leave per year (personal leave, bank holidays and additional days allocated for the Christmas period, pro rata for part-time staff)
• Excellent pension scheme with generous employer contributions
• Corporate employee-funded healthcare plan, in partnership with Benenden Health

For more information about what you can look forward to if you join us, visit our dedicated webpage: Working at Kent

We are ambitious for our people, our communities and the region we serve – join us in making the world a better place. Visit our website for more on who we are: http://www.kent.ac.uk/about/

Please see the links below to view the full job description and to apply for this post. For further information regarding the application process, please contact [email protected] quoting reference number EST-191-25.

Closing Date: 29 Jan 2025

Section: Administrative

Salary: £23,144 to £24,533 per annum pro rata