Customer Services Operative - 2 Elizabeth St, London

Purpose of the Role

This is a new role, and a genuinely important one. We are building a dedicated, on-Estate helpdesk that puts the customer at the heart of reactive maintenance across the Grosvenor London Estate - and you would be one of two people at the centre of it.

As a Customer Helpdesk Operative you are the first point of contact for customers reaching out for help, and the single owner of every job from the moment it is raised to the moment it is resolved. You log it, understand it, triage it, route it to the right service partner, keep the customer informed at every step, and close the loop with a genuine check that they are happy. One place to log, one team handling the journey, one smooth flow from report to resolution.

You will work to a defined portfolio of premium office and residential buildings, serving customers who expect a five-star standard - and, in this role, receive it as a matter of design rather than exception. This is not a stepping stone to somewhere else. It is a role to be proud of, built around the person who does it well.

Key Responsibilities

Ownership

– Act as the first point of contact for all customer reactive maintenance issues, across every channel - phone, SMS, email and, in time, Grosvenor Connect - meeting each customer on the channel they prefer.

– Answer calls within three rings, and acknowledge messages and emails within 15 minutes, greeting each customer warmly, confirming who they are and where they are, and signalling immediate ownership.

– Hold the thread on behalf of the customer. You are their representative inside the system - you do not pass people around, you carry the job through to a proper close.

– Collaboratively work with the Service Partner to ensure prioritisation of jobs, to where possible exceed customer expectation.

Allocation of Works

– Capture the detail of every issue accurately, checking it against the VIP register at the point of capture and applying any priority uplift so the customers and properties that need the most attentive service receive it.

– Assess and assign the right priority (P1 to P5), select the right service partner, and log the job cleanly in Vantify - our system of record - keeping every record accurate and up to date.

– The ability to accurately triage issues over the phone and escalate to the wider FM+ team as appropriate.

Communication

– Instruct the service partner, agree an ETA, and confirm back to the customer in their preferred channel, arranging access where it is needed.

– Give proactive, timely updates - progress, clear next steps, and honest ownership of any delay before the customer has to ask. The customer should never have to chase you.

– Confirm completion, check satisfaction, invite quick feedback, and log customer sentiment so we can keep improving.

– Escalate issues relating to job to line manager to ensure no surprises

Relationship Management

– Build real, lasting relationships across the Estate - customers by name and by property, service partners by strength and reliability, and the wider FM+ team you work alongside every day.

– Hold service partners to standards of customer focussed delivery

– Support the FM+ team in their objective of streamlining activities, such as planned maintenance with the aim of increasing efficiency and decreasing cost impact to the client.

– Provide support into the Operations team in order to identify specific trends in faults and activities in order to reduce faults.

Reporting

– Keep the helpdesk operations manual and standard procedures current, site-specific and department-wide, and help train new users of the service as the team grows.

– Support helpdesk reporting - operations, compliance, escalation and customer sentiment - and feed insight back into planned maintenance and lifecycle planning.

– Maintain a consistent, reliable presence at the helpdesk through operating hours, and take part fully in regular audits, quality checks and service assessments. For quality and continuous improvement, calls and communications are recorded and reviewed.

– Follow up with customers on completions of works to receive feedback which can be used to continually improve the service that we provide.

Skills, Knowledge and Experience

· Articulate written and spoken English, with the ability to flex tone across SMS, email and phone - and an engaging, confident telephone manner.

· Comfortable with technology - CAFM systems such as Vantify or equivalent, CRM, Microsoft 365, and an appetite to pick up Grosvenor Connect as it comes online.

· Analytical and commercially aware. You can interpret data with confidence, identify the story behind the metrics, and translate insight into practical recommendations that support maintenance and lifecycle planning.

· Organised by default - multiple jobs, multiple updates and multiple stakeholders, all held cleanly and calmly.

· Possesses a solid understanding of building services. While not necessarily from an engineering background, you understand the fundamentals of building operations, can recognise the significance of critical service failures, and know when escalation is required to protect service continuity

· Discreet and trustworthy - comfortable handling confidential information with care, and well presented at all times.

· Educated to GCSE standard or equivalent

Working Hours - 08:00am – 17:00pm or 09:00am – 18:00pm

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