Job Description

Key Duties and Responsibilities:

Customer Communication

Handling calls into iFacility, taking messages to a high standard Build and maintain a great customer relationship with the main customer contacts and end users Answering customer telephone calls, troubleshooting issues, logging cases and progressing them as per the process. Answer questions raised through the customer service inbox and other customer communication systems. Logging and working faults where needed as per the process and escalating to the correct area of the Support team when needed.

Support Case Management

Working Cases assigned through the queues within our Customer Management System and chasing for updates where needed from other areas of the Support Team

Administration Duties

Supporting the Key Account Manager and other team members with install programmes. Working as a team to ensure all Install processes and procedures are implemented in a timely manner Use of Facilities Management Databases including providing costs for reactive works and progression for invoicing Assist with booking in jobs onto the inhouse system, ordering of internal products and booking of engineers. Cover in absence of team administrators or other admin support. Ad hoc projects as requested by managers

First Level Customer Support

ollowing established processes to assist in resolving customers issues with both security systems and case handing, including purchase costs Log faults raised by customers, working the faults as per the process. Keeping the customer informed of the progress of their faults and maintaining regular updates from other areas of the support team. Provide Regular updates and feedback from other areas of the Support Team to assist with providing customers with updates.

Essential Skills, Knowledge and Abilities:

IT Literate, use of Microsoft packages Telephone communication Willingness to learn inhouse IT Systems Demonstrated capacity to work well in call centre environment. Demonstrated proven excellence in customer service Ability to build trust with new/existing customers Adhere to Company policies and procedures Able to follow instructions on Company systems and procedures Interested in learning about our IT Security Solutions

Person Specification:

Positive, can-do attitude, to respond to customers in a timely, & professional manner Demonstrate flexibility and being adaptable to meet customer requirements Honest, reliable, trustworthy, friendly and approachable Willing to learn, take on responsibility for own personal development Good communicator, able to build working relationships, be respectful of others Passion for providing the highest levels of customer service Motivated to learn new skills and knowledge. Ability to use your own initiative, prioritise and manage own workload

Which reflects our Company values

Loyalty - unwavering allegiance to our customers and team, and commitment in helping them reach their goals.

Professionalism - exemplary conduct and expertise in our industry.

Venture - strategic risk taking with a pioneering spirit

The benefits you'll enjoy

37.5 hours a week, with a 60-minute unpaid break per day. This will be flexible working as you may be required to work additional hours, as necessitated by the needs of the business including weekends and public holidays or at time outside your normal working hours Great working environment Free parking Employee referral bonus Wellness programmes Employee Assistance Programme

A few things to note

We're an Equal Opportunities Employer and abide by the Equalities Act 2010. As a security company, it's really important that we carry out background checks before you come and work with us. If your job application is successful, we'll carry out a basic DBS, 5-year employment reference history, credit search, social media check, ID Verification, Right to Work check and 5-year address verification.

Find out more and apply today!

To learn more about us and what we do, visit our website at www.ifacility.co.uk.

Job Types: Full-time, Permanent

Pay: Up to 24,000.00 per year

Benefits:

Free parking On-site parking
Work Location: In person

Application deadline: 24/10/2025
Reference ID: csa