Customer Service Associate

Posted 13 November 2019
SalaryUp to £18500 per annum + 25 days+BH Annual leave +Free parking
LocationManchester, Greater Manchester
Job type Permanent
Contact NameTim Lee

Job description

Customer Service Associate
Alarm Receiving Centre (ARC)
4 on 4 off (7:00am-7:00pm x2 + 7:00pm-7:00am x2)
Free onsite parking

What you will do
We are the largest provider of intruder alarms and CCTV monitoring in the UK and we are currently looking to add to our team at our Alarm Receiving Centre and Remote Video Response Centre in Manchester.

In this role you will be analysing CCTV images received from customers premises, and taking the appropriate action. You will be answering incoming telephone calls from internal and external customers in a polite and professional manner. You must accurately recording all events on the company database. You will also maintain the customer database and ensure that all complaints or enquiries that cannot be initially resolved by you, are escalated to your Supervisor or Team Manager. Maintaining customer confidentiality at all times is essential in this role.

How you will do it
As a Remote Video Response Centre Customer Service Advisor you will work as part of a team, providing Alarm response and CCTV Monitoring and Analysis to external customers around the clock. You will work a shift pattern of two 12 hour days, two 12 hour nights, then four off. You will pro-actively respond to remote video on a priority basis, and answer incoming telephone calls from both our internal and external customers and following company procedure to ensure resolutions.

What we look for
Our Remote Video Response Centre Customer Service Advisors are excellent communicators and have an understanding of IT systems. We look for candidates who are able to deal with potentially very serious incidents with a calm, professional and reassuring manner. Any contact centre or customer service experience will be an advantage but most importantly we require our advisors to be customer focused with a proactive, can-do attitude. In this role you will need to have high levels of concentration and attention to detail is crucial.

Customer Service experience would be advantageous
Some knowledge of IT desirable but not essential