Customer Service Agent – Sainsburys

Overview

In this role you will support the Sainsbury’s account by coordinating services and acting as the main contact between client and operations. You will help ensure portal compliance, manage escalations, and monitor SLAs and KPIs to sustain service excellence. You’ll work with cross-functional teams to keep clients informed and issues resolved efficiently, contributing to ongoing improvements. This position offers the chance to shape client delivery and strengthen relationships in a fast-paced environment. You will play a key part in upholding quality, reliability and client satisfaction, with a clear impact on overall account performance.

Responsibilities

• Serve as a reliable conduit between client and internal teams, supporting the Account Manager in client relationships
• Attend and contribute to weekly escalation and performance review calls with CAM and Sainsbury’s representatives
• Provide updates on account performance and escalations
• Maintain portal compliance and administration, including timely updates and documentation for stores access where applicable
• Monitor work orders, ensure documentation and status updates are completed, and close orders timely
• Track SLA and KPI performance via portal systems and internal tools
• Receive, log, and manage client escalations and coordinate with operations to resolve issues
• Track escalations to completion and identify recurring issues for improvements
• Collaborate with regional operations to ensure effective service delivery and align activities with contracts
• Support scheduling, prioritization and follow-up of works as required
• Monitor adherence to SLAs/KPIs and assist with reporting and corrective actions

Key requirements

• Strong organisational and administrative skills with high attention to detail
• Excellent written and verbal communication
• Ability to multitask in a fast-paced environment
• Proactive problem-solving and escalation handling
• Experience with client portals or CAFM systems (desirable)
• Strong stakeholder management and cross-team collaboration

• client-focused
• approachable
• collaborative
• CAFM systems
• client portals
• SLA/KPI tracking

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