Service Support Advisor

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Full Time/Permanent
Soft Services
Facilities Management (main)
£20,000 to £29,999
£28k per year
East of England
20-06-2022 04:42 PM
18/07/2022 04:43

Service Support Advisor

£28,000 + Company Benefits & Progression

Monday - Friday / 8 - 5


Our largest client is now doing a brand new mobilization on a state of the art government manufacturing contract, our client can offer the industry's best benefits, progression, further training, salary packages and more.


  • Ensure the delivery of a high quality, timely, responsive, cost-effective and pro-active service to meet the needs of the customer.
  • Customer communication - keeping the customer informed of progress on their requests
  • Support the coordinate and tracking of all client reactive activities, including technical and soft services in a timely manner such that events do not go overdue.
  • Takes calls from customers in relation to reactive jobs and general enquiries and log onto Maximo ensuring correct and sufficient information is obtained from the customer to allow the jobs to be completed in a tinely manner.
  • Minimise the number of duplicate jobs raised through regular reviews of open tickets.
  • Follow the procedure for the Early Notification of Incident in Process ( ENIP ) Own the initial customer communications for notification of major issues and events and ensure they are updated on a regular basis.
  • Report to the customer in a timely manager on any breakdowns and progress updates
  • Proactively chase and close jobs in line with the SLA's using through the effective use of the daily reports and Mozaic reporting platform
  • Escalate any jobs due to breach immediately to the relevant supervisor
  • Provide administration helpdesk support to the rest of the team, including the running of reports via Maximo and exporting to Excel spreadsheet
  • Undertake additional duties in line with capabilities as required to fulfil requirements needed by the contract.


  • Customer care
  • Efficient and courteous manner
  • Ability to handle difficult customers
  • Experience of providing front of house services
  • Experienced in a client facing role.

Person Specification:

  • The ideal candidate will continuously pursue high standards, embrace change, recognise improvement opportunities, and learn from experience
  • The ideal candidate will comply with recognised procedures and systems, and strive to deliver the best quality possible.

If this role as a Service Support Advisor is of interest please click "apply" which will then send a copy of your CV direct to us.

Any successful candidate referrals for this position could earn you £250 voucher from HVAC FM, so if you know a candidate who is suitable for this position, get in touch today!

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