Customer Service Advisor (Hybrid)

Customer Service Advisor (Hybrid)

Location: Hybrid Working Available

Reporting to: Head of Customer Services

Work Pattern: 4 on 4 off Day shifts. Shifts are 7am – 7pm. Please note there is a shift allowance payable for weekend works.

Key Responsibilities

• Schedule and coordinate reactive fault responses in line with contractual SLAs.
• Allocate work to engineers based on location, skillset, workload and fault priority.
• Monitor and manage customer requests through to successful resolution.
• Liaise with engineers, customers, subcontractors and internal stakeholders to ensure effective service delivery.
• Schedule and track periodic inspections and planned maintenance activities.
• Escalate service issues where necessary to ensure contractual performance is maintained.
• Process maintenance and chargeable works administration, including billing support.
• Maintain accurate records within service and fault management systems.
• Support out-of-hours service operations on a rota basis alongside colleagues.
• Ensure compliance with all Quality, Health, Safety, Security and Environmental procedures.

What we’re looking for

Essential

• Experience working within a scheduling, planning or coordination role.
• Excellent customer service and telephone handling skills.
• Strong organisational and problem‑solving abilities.
• Experience using data to support decision‑making and continuous improvement.
• Good working knowledge of Microsoft Office applications, particularly Excel.
• Strong communication skills, both written and verbal.
• Ability to work independently and collaboratively within a team.
• GCSE level education or equivalent.

Desirable

• Experience using fault management or scheduling systems.
• Previous experience within a service desk, helpdesk or service centre environment.
• Experience working within engineering, utilities, infrastructure or field service environments.

Benefits

• Hybrid working opportunities
• 25 days holiday, rising with service, plus Bank Holidays
• Holiday purchase scheme
• Company pension scheme with generous employer contributions
• Employee Assistance Programme
• Life Assurance
• Employee discounts portal
• Ongoing learning and development opportunities
• Cycle to Work scheme (where applicable)

We have a responsibility to ensure that all employees are eligible to live and work in the UK. Successful candidates must have the right to work in the UK by the commencement of employment.

SWARCO is an equal opportunities employer and welcomes applications from all suitably qualified candidates.

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