About Cloudfm

Cloudfm deliver smart facilities management solutions and technology - keeping our clients’ buildings running smoothly, safely and efficiently and creating environments that their customers want to come back to.

Purpose 

This role is focused on using technical expertise to offer the best customer experience and value to our clients. Working closely with our customer service team and supply chain partners, you will review incoming maintenance tasks to diagnose issues and advise on the best solution, ensuring tasks are resolved as quickly and cost effectively as possible.  

Key responsibilities 

• Monitor, prioritise and manage multiple open tasks using our helpdesk software. Use technical knowledge to investigate tasks and diagnose issues. 
• Troubleshoot and provide solutions to achieve the best outcome for the customer, including sourcing parts and contractors. 
• Work with all stakeholders to ensure appropriate and timely action is taken to resolve issues. 
• Escalate issues as necessary, producing a detailed and structured handover.
• Ensure all internal systems up to date and all daily activity is accurately recorded.
• Provide simple step-by-step guidance, both written and verbal, to enable customers to self-serve. Identify trends and work with the client services team and clients to advise on ways to prevent re-occurring issues. 
• Work with the helpdesk to enhance their technical knowledge. 
• Support CA with payment queries by investigating tasks, warranties, and recalls.
• Explain technical issues, solutions and proposed works in simple terms to aid understanding. 
• Suggest improvements and encourage a positive adoption of new processes.
• Maintain and build on existing technical knowledge. 
• Listen to customer feedback and identify ways to improve our service delivery and the customer experience. 
• Identify trends on clients’ estates and propose technical solutions.

Specialist skills and experience

• Multi-skilled engineering or maintenance experience

Benefits

We want to see our people thrive so we offer a huge range of perks to help them get the most out of life, from financial rewards to lifestyle benefits and wellbeing support.

• Private Healthcare
• Life Insurance and Personal accident cover
• Full sick pay
• Enhanced Maternity, Adoption and Paternity leave pay
• Wellbeing app, confidential helpline and counselling
• Profit share bonus scheme
• Homeworker Allowance on top of your base salary (tax free)
• Remote working
• 25 days holiday (plus bank holidays) increasing after 2 years service and an extra day on your birthday!
• Retail cashback deals and discounts
• Electric car and cycle to work schemes
• Recognition and long service awards