Job Summary: Customer Service Representative (Nightshift)

City Facilities Management is seeking a reliable Customer Service Representative to join their Glasgow-based team on the Asda contract. This is a permanent nightshift position within their 24/7 helpdesk, serving as the critical link between Asda stores and the technical teams that keep them running.

This role is ideal for someone who thrives in a structured, quiet-but-focused night environment and has a background in logistics or facilities helpdesks.

Key Responsibilities

End-to-End Job Management: Take full ownership of maintenance requests from the moment an Asda store calls in a fault until the technician completes the work.
Contractor Coordination: Dispatch and track City Technicians and external contractors to ensure repairs meet strict “City Standards” and response times.
Customer Partnership: Work directly with store managers and onsite teams to provide updates and resolve facility issues.
Administrative Precision: Manage a high volume of quotes, job uplifts, and email correspondence while maintaining accurate database records.
Service Excellence: Act as the voice of the company, ensuring every call is handled with a focus on quality and resolution.

Role Details & Schedule

Salary: £27,006.58 per annum.
Location: Glasgow Head Office (G5 0US), with free on-site parking.
Shift Pattern: 4 nights on, 4 nights off.
Hours: 9:30 PM – 7:30 AM (35 hours per week).

Candidate Requirements

Experience: Previous experience in a contact centre, call centre, or helpdesk is essential.
Domain Knowledge: Specific experience in facilities management is highly desirable.
Tech Skills: Proficient in Microsoft Office and comfortable navigating job-logging software.
Soft Skills: Excellent verbal and written communication, a “can-do” attitude, and the ability to work independently during night hours.
Attention to Detail: High level of accuracy in data entry and administrative task management.

Employee Benefits

Generous Leave: 33 days of paid holiday (6.6 weeks).
Financial Perks: Pension scheme (up to 5% matched) and “Recommend a Friend” incentives.
Healthcare: Company-funded Healthshield cash plan (money back on dental, optical, physio).
On-site Amenities: Subsidised canteen and vending facilities.
Discounts: Access to the “One City” hub for cashback and discounts at retailers like Apple, IKEA, and major supermarkets.

Why the 4-on/4-off Nightshift works

The 4-on/4-off pattern is highly sought after by those who value a consistent block of downtime. It allows for a stable routine and minimizes the number of “switch-over” days between work and personal life.

Application Tip: Focus on the “Asda” Context

Asda is a 24-hour retail operation. In your application or interview, emphasize your ability to handle high-stakes facility issues (e.g., refrigeration failure, power outages, or security breaches) that could impact trade.

Prioritization: Give an example of how you have prioritized urgent tasks in a fast-paced environment.
Night-Shift Readiness: Confirm your ability to maintain high energy and accuracy levels during the 9:30 PM – 7:30 AM window.

Facilities Knowledge: Mention any familiarity with HVAC, plumbing, or electrical terminology, as this helps you log jobs more accurately for technicians.

City Facilities Management (UK) is one of the world’s largest privately owned facilities management (FM) companies, founded in 1985 by Lord and Lady Haughey. Headquartered in Glasgow, the firm has evolved from a small refrigeration business into a global powerhouse that delivers end-to-end FM solutions through a unique “self-delivery” model. Its culture is rooted in the “Power of the Collective,” emphasizing long-term partnerships, transparency, and a data-driven approach. By treating client teams as their own, City provides bespoke, integrated services—ranging from technical engineering to cleaning—that drive operational efficiency for major global retailers.

Key Company Highlights

Feature	Details
Specialization	Integrated facilities management & technical engineering
Glasgow HQ	Caledonia House, Lawmoor Street, Glasgow, G5 0US
Business Model	Self-delivery model reducing reliance on subcontractors
Sustainability	Committed to Net Zero carbon emissions by 2040
Market Edge	Long-term partnerships with giants like Asda and BP

To apply for this job please visit www.cityfm.com.