CUSTOMER SERVICES

Our team of agents are trained to a high standard in call quality and system management. Our network of teams within the centre work closely to ensure customer expectations are maintained to the highest of standards. The management team encourage their agents to be the very best they can be, supporting their development and journey with Arcus. Our dedicated pro-active team ensure our pend and declined queues are kept up to date ensuring we get the right engineer to the right stores at the right times. We have a team of people ready to respond to emergencies and major incidents, using all available resources to make sure stores are open for business with minimal impact to the paying customer. PASSIONATE ABOUT CUSTOMER SERVICE Our teams are passionate about customer service. We are consistently exceeding expectations and understand that a right-first-time service begins with the correct diagnosis at the first point of contact. We provide our colleagues with comprehensive training, so they are constantly improving their facilities management knowledge base. Our online facilities management knowledge database, containing detailed information on all services, photos of equipment and typical faults are all designed to exceed the exact requirements of our clients. SCHEDULER (PLANNING TEAM) Working within our Central Operations Planning team, our schedulers receive work orders from the helpdesk and liaise with our field-based engineers and stores to plan and schedule according to store requirements and engineer’s location and availability. SEARCH JOBS CO-ORDINATOR (CONTACT CENTRE AGENT) Working within the Customer Helpdesk as the first point of contact for all stores needing our assistance, our co-ordinators take reactive calls, create work orders, and follow-up with Engineers to provide stores with updates.