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Customer Service Advisor

Requisition ID: 59957

Domain: Support Services/Customer Services and Administration

Contract type: Permanent

Schedule: Full-Time

EQUANS is looking for a Customer Service Advisor to join our team based at Queen Alexandra Hospital, Portsmouth on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary and benefits package. 

You will provide a customer focused Help Desk Service, dealing with all client/customer requests, managing all complaints in a sensitive and efficient manner. Respond to all calls in a timely manner, ensuring appropriate actions are taken and records maintained.

The helpdesk provides a service 24 hours a day 7 days a week.   Will be taking about 21000 calls a month.  

Please note before applying: The role will be a 6 week rota involving  working early, evenings and weekends.

What will you deliver? 

  • Receive and process customer telephone, email, and fax or internet requests to ensure the timely and effective completion of work, in accordance with the service level specification.
  • Ensure that the relevant information is accurately logged on FM Services database in accordance with Performance Management System (PMS) to enable the effective transfer of information to the appropriate department for action.  Provide the department with a task number.
  • Regularly review logged calls on the database, to monitor progress, identify priority tasks and ensure timely completion.
  • Ensure information on completed and partially completed tasks is entered into the databases, maintaining accurately the current status of all tasks.
  • Participate in workplace inspections and risk assessments on regular basis within the areas of responsibility.
  • Contribute to the business change programme as a result of direct experience in delivering the helpdesk service.
  • Provide an administrative support service to the team (including distribution of mail; typing; filing; and dealing with telephone calls as necessary) to maximise efficiency and also to facilitate a good responsive customer service.
  • Responsible for passing on instructions to Facilities staff, recording such action in response to calls, requests etc., and enabling staff to meet the performance targets of the contract.
  • Participate in additional training based on specific needs of the Post Holder and the service level requirements, so to maintain a professional image.

What can we offer you? 

On offer is a competitive salary and benefits package, which includes; 

  • 24 days annual leave (+ public holidays).
  • Life Cover equivalent to 1.5 times annual salary.
  • Employee discount shopping schemes on major brands and retailers.
  • Gym membership discounts.
  • Cycle to work scheme.
  • Holiday purchase scheme.
  • 2 corporate social responsibility days per year.
  • Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
  • Attractive Employee Referral Rewards Scheme.
  • Access to our growing employee networks.
  • 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are we looking for? 


  • Experience in a large organisation in an admin or call centre role.
  • Understanding of Microsoft word, Excel and Access.
  • Provide an excellent level of customer service.
  • Good verbal and written communication skills.
  • High degree to attention to detail.
  • Ability to work effectively as part of a team.
  • Ability to function in a pressurised environment.
  • Ability to work shifts to meet the needs of the department.

This role includes a Basic DBS check therefore ability to pass is essential. 

Who are we? 

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.   

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. 

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. 

EQUANS is a Bouygues group company. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. 

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.  

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers. 

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EQUANS is a multi-technical expert that offers a comprehensive range of services across facilities management, energy management and construction.

As an international market leader, we help our customers in the 3 major transitions of today: the energy transition, the industrial transition and the digital transition.