Customer Service Agent - Sainsburys
On-siteCaerphilly, Wales, United Kingdom
Job Summary
Conduct weekly escalation and performance review calls with the Client Account Manager and Sainsbury's representatives to provide regular updates on account performance. Manage client portal compliance by ensuring accurate updates, maintaining passes and permits, and closing work orders in a timely manner. Log, coordinate, and track escalations through to completion while identifying recurring issues to support continuous improvement initiatives. Monitor SLA and KPI performance via portal systems, highlight risks, and assist with reporting on account trends and areas for improvement. Align all operational activities with contractual obligations and performance targets while maintaining strong relationships across internal teams and external stakeholders.
Required Qualifications
- Strong organisational and administrative skills
- High attention to detail
- Excellent communication skills, both written and verbal
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Proactive approach to problem-solving and escalation handling
- Strong stakeholder management skills
- Ability to build relationships across teams
- Client-focused mindset
- Commitment to delivering high-quality service
- Approachable, collaborative and professional demeanor
- Accountable and reliable with strong ownership of tasks
- Calm and solutions-oriented under pressure
- Continuous improvement mindset
Desired Qualifications
- Experience working with client portals or CAFM systems
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