Digital Customer Support Exec, Manchester

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

Your impact

With a team of approximately 45,000, we provide end-to-end services in advanced manufacturing, cities & places, energy, environmental, life sciences, transportation and water. From advisory and consulting, to feasibility, planning, design, program and lifecycle management, we're creating a more connected and sustainable world.

People are Jacobs’ greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you’d expect, UK employees also receive free single medical cover and digital GP service, family-friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programs, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations.

Work-life balance and flexibility is a key focus area for Jacobs. We’re happy to discuss hybrid, part-time and flexible working hours, patterns and locations to suit you and our business.

About the opportunity

This role is within a critical team working with our core platform 'Track Record'. Track Record is a technology solution, owned and developed by Jacobs for clients in the Property and Facilities Management sector. It helps manage regulatory, corporate and project requirements.

You will contribute to seamless management, compliance and client satisfaction and so effective communication, attention to detail and adherence to established processes are essential for success in this position.

• Client requirements mean this is a full time role and working hours are 8.00 / 8:30 to 4.30 / 5.00, Monday to Friday
• Working on a Hybrid basis with 2 to 3 days per week in our central Manchester office
• Initially there is a requirement to spend more time per week in the office for training purposes

Some key duties and responsibilities

• Organising, tracking, and managing all relevant documents and actions
• Ensuring timely follow-up on tasks and action items
• Collaborating with external suppliers and clients to meet facility related requirements
• Maintaining positive relationships with suppliers to enhance service delivery
• Providing training and support to clients on the use of our management system (Track Record)
• Assisting clients in navigating the system and addressing any technical queries
• Preparing, reviewing, and validating scheduled management reports for our clients
• Ensuring accuracy and completeness of data in these reports
• Offering basic technical assistance to clients via telephone & web chat via our dedicated customer service portal
• Troubleshooting common issues and providing solutions
• Working closely with the Track Record Technical Lead and Operations Delivery Lead
• Escalating process changes and identifying key trends to improve system efficiency
• Assisting Project Managers and Client Managers in delivering solutions to clients

Here's what you'll need

• Strong teamworking skills and an ability to collaborate effectively with colleagues and contribute to a positive team environment
• Strong work ethic; whether it’s meeting deadlines, going the extra mile, or maintaining a positive attitude - a good work ethic contributes significantly to personal and professional growth
• Capable of working under tight deadlines, prioritising tasks and following instructions
• A willingness to learn new software programs and processes
• Organisational Skills; High attention to detail and strong organisational abilities
• Proficient in Microsoft Software _ Excel, Outlook, Word, PowerPoint, and Teams
• Ability to identify and resolve customer and supplier issues
• Professionalism and a high standard of presentation and efficiency
• Effective communication skills with confident written and oral communication ability for both internal and external purposes
• Experience in Database Management and Data Analysis would be valuable

Our culture

Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees.

We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we’re more connected, and if we are diverse, we’re more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity – ACE, Careers, Enlace, Harambee, OneWorld, Prism, Women and Vetnet. Find out more about our employee networks here.

Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit www.vercida.com to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.

If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team.

Your application experience is important to us and we’re keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.

Location: UK, GB

Posted Date: 11/23/2024