Customer Support Officer

Description

• Promote JSM Group’s SHEQ (Safety, Health, Environment & Quality) policies and procedures on all customer-facing interactions and site visits.
• Produce reports and presentations as required.
• Identify opportunities for innovation in systems or processes to enhance delivery for customers, JSM Group and our client.
• Meet contract performance targets and business goals, maximising the value delivered to our client.
• Manage all customer data capture—carding properties, logging updates, and ensuring deadlines for report submission are met.
• Conduct regular (daily) site visits with the client’s REPEX management team to review progress, engage with residents, and update stakeholders.
• Coordinate with the Pre-Construction & Customer Manager to programme site visits and community engagement.
• Actively promote JSM’s services while undertaking your duties and support the client’s customer team to plan work sequences, establish key dates and deliver required reports.
• Undertake contract administration tasks in line with our Integrated Management System (IMS) and contract terms & conditions.
• Participate in customer satisfaction delivery, gathering and analysing feedback to support continuous improvement.

Requirements

• Smart appearance and professional manner at all times.
• Strong negotiation skills and the ability to engage persuasively with customers and stakeholders.
• Trustworthy and discreet when handling confidential information.
• Full UK driving licence and ability to travel to site visits.
• Confidence in presenting to groups (forums, community meetings, site visits).
• Self-motivated, able to work independently and as part of a team.
• Excellent customer interaction skills across a diverse community.
• Good organisational and time-management skills; able to prioritise and meet deadlines.
• Positive attitude with strong written and verbal communication skills.

Benefits

• Ongoing training in technical and business skills
• Competitive salary and benefits
• 28 days of holiday (excluding bank holidays)
• Access to mentoring and coaching programmes
• 2 paid volunteering days per year

Training + Development

Interview process

Visa Sponsorship

Security clearance