Join Us as a Customer Advisor!

Manchester – Tyco Park | Full-Time | Hybrid Working (2 days/week after 6 months)

What we offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro-rated in hours)
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits: Pension plan (up to 7% employer match)
• Life assurance
• Employee assistance program
• Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

What you will do

As a Customer Excellence Team Advisor, you'll be the first point of contact for all Land Based Security (LBS) customer interactions, delivering timely and effective support. You'll help uphold our reputation by ensuring transparency and integrity in every customer interaction. Key responsibilities include resolving complaints, collaborating with internal teams, and promoting automated solutions to enhance service efficiency.

How you will do it

• Handle inbound calls from LBS service maintenance customers, using open questions to understand and resolve their queries.
• Log customer details accurately and provide clear information on additional service costs.
• Raise technical support inquiries and place systems on test to ensure prompt issue resolution.
• Advocate for self-service solutions, leveraging product knowledge to resolve queries on first contact.
• Build strong relationships with internal teams to resolve issues and escalate concerns when needed.
• Manage customer complaints with active listening and clear communication, ensuring satisfaction.

What We Look For

Must-Haves:

• A customer-focused mindset with a proactive attitude.
• Ambition to learn and grow, valuing potential over experience.
• Excellent telephone manner and communication skills.
• Strong attention to detail and proficient in written and spoken English.
• Familiarity with IT systems and applications.

Nice-to-Haves:

• Experience in a call centre or B2B customer service role.
• Background in security or fire detection systems.
• Familiarity with CRM systems and a continuous improvement mindset.
• Strong problem-solving, time management, and multitasking skills.