About Cloudfm

We’re driven by our mission to transform the Facilities Management industry and create a more sustainable future. Our smart solutions and cutting-edge technology help our clients optimise building performance and minimise energy waste.

How do you fit in?

The role of the CSA is a critical customer facing role working directly with our customers and supply chain partners to help them resolve maintenance issues.

What you’ll be doing day to day

• Reviewing incoming maintenance tasks and assigning to our Supply Chain Partners.
• Working with supply chain partners, providing accurate information and effective communication, to ensure maintenance tasks are resolved in accordance with agreed service level agreements.
• Manage inbound calls against agreed SLA’s.
• Monitor all systems/communications and update appropriately with accurate information to ensure complete transparency for our client, e.g., Building Portal, Client Inboxes, Email.
• Escalating issues as necessary and in a timely manner to the relevant people.
• Investigate all maintenance tasks that are sitting in backlog to find a resolution.
• Support all queries seeking out the appropriate point of contact.
• Ensure customer service levels are met and exceeded.
  Follow and stay up to date with internal changes to process

What you’ll bring to the table

You’ll have at least one year of customer service experience, ideally in a call centre environment. You’ll have great interpersonal skills and good written communication.

Why join us

You’ll be welcomed by a passionate and friendly team, and will be part of an open, inclusive, and supportive culture. Working for a fast-growing and driven company, you’ll have plenty of opportunities to learn and grow, if that’s what you’re after. We also offer a generous rewards package to help you make the most out of life, including:

• Salary: £14,562.66 per annum, 24 hours per week.
• Remote working to help you achieve a balanced life.
• 25 days holiday increasing after 2 years’ service and an extra day on your birthday!
• Employer funded Health Cash Plan to look after your physical and mental health.
• Enhanced Maternity, Adoption and Paternity pay
• Wellbeing support, confidential helpline, and counselling
• Retail cashback and discounts because who doesn’t love saving money?
• Electric car and cycle to work schemes.
• Life Insurance and Personal accident cover to give you peace of mind.

Additional information about the role

Shift Pattern: Rotating 4-week schedule - 24 hours per week

• Friday: 16:00 - 20:00
• Saturday & Sunday: Rotating shifts (one per day including 1hr unpaid lunch):
• Early: 07:00 - 16:00
• Mid 1: 08:30 - 17:30
• Mid 2: 09:30 - 18:30
• Late: 11:00 - 20:00
• Monday: 07:00 - 11:00

Shifts rotate over a 4-week cycle to ensure a fair balance of early and late shifts.

As this is a fully remote role, we like to meet candidates in person so shortlisted candidates will be invited to an assessment day on Monday 31st March 2025 at our office in Colchester, Essex.

We’re a nice bunch though so you should have fun!

Job Type: Part-time

Pay: £14,500.00 per year

Expected hours: 24 per week

Work Location: Remote