Customer Service Representative
| Posting date: | 23 April 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 23 May 2025 |
| Location: | Portsmouth, Hampshire |
| Remote working: | On-site only |
| Company: | Omni RMS |
| Job type: | Permanent |
| Job reference: | 143045 |
Summary
Customer Service Representative
Location: Portsmouth, PO6 4RS
Permanent
Work Pattern
40 hours per week
Shifts between 7:00 AM and 7:00 PM
Each shift is 8.5 hours
Fully office-based
Weekends
Around 1 weekend in every 6 or 7
Days off in lieu for weekend work
The Customer Service Representative will be part of ISS Facility Services, supporting our prestigious banking client on an integrated FM global contract.
Operating from the Global Service Centre, the role involves delivering a variety of Helpdesk services including reactive maintenance, facilities management, room bookings, and switchboard operations.
The environment is professional yet welcoming, with a supportive team culture that encourages development and collaboration.
Job Description
As a Customer Service Representative, you will play a key role in ensuring the smooth and efficient operation of the 24x7x365 Service Centre.
You’ll be responsible for managing tasks and responding to queries with a high level of professionalism and care, ensuring customer satisfaction is consistently achieved and maintained across all services provided.
Key Responsibilities
- Handle all Helpdesk requests via phone, email, or online platforms promptly and professionally.
- Ensure job requests are processed in line with SLA and priority response times.
- Liaise with site contacts to ensure timely job closures and accurate updates.
- Keep customers informed of job progress and any delays.
- Accurately log service requests based on priority, health & safety, and business impact.
- Manage complaints effectively with clear, professional communication.
- Provide general admin support, including managing shared inboxes, surveys, and ad-hoc tasks.
Professional and Personal Competencies/Qualifications
- Excellent active listening and communication skills, both verbal and written.
- Strong accuracy and speed in data entry tasks.
- Proven customer service skills with effective complaint resolution.
- Confident, professional, and assertive telephone manner.
- Enthusiastic team player with a collaborative mindset.
- Flexible and adaptable to changing business needs and schedules.
- Proficient in Microsoft Word and Excel.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Location: Portsmouth, PO6 4RS
Permanent
Work Pattern
40 hours per week
Shifts between 7:00 AM and 7:00 PM
Each shift is 8.5 hours
Fully office-based
Weekends
Around 1 weekend in every 6 or 7
Days off in lieu for weekend work
The Customer Service Representative will be part of ISS Facility Services, supporting our prestigious banking client on an integrated FM global contract.
Operating from the Global Service Centre, the role involves delivering a variety of Helpdesk services including reactive maintenance, facilities management, room bookings, and switchboard operations.
The environment is professional yet welcoming, with a supportive team culture that encourages development and collaboration.
Job Description
As a Customer Service Representative, you will play a key role in ensuring the smooth and efficient operation of the 24x7x365 Service Centre.
You’ll be responsible for managing tasks and responding to queries with a high level of professionalism and care, ensuring customer satisfaction is consistently achieved and maintained across all services provided.
Key Responsibilities
- Handle all Helpdesk requests via phone, email, or online platforms promptly and professionally.
- Ensure job requests are processed in line with SLA and priority response times.
- Liaise with site contacts to ensure timely job closures and accurate updates.
- Keep customers informed of job progress and any delays.
- Accurately log service requests based on priority, health & safety, and business impact.
- Manage complaints effectively with clear, professional communication.
- Provide general admin support, including managing shared inboxes, surveys, and ad-hoc tasks.
Professional and Personal Competencies/Qualifications
- Excellent active listening and communication skills, both verbal and written.
- Strong accuracy and speed in data entry tasks.
- Proven customer service skills with effective complaint resolution.
- Confident, professional, and assertive telephone manner.
- Enthusiastic team player with a collaborative mindset.
- Flexible and adaptable to changing business needs and schedules.
- Proficient in Microsoft Word and Excel.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com