Customer Service Advisor Newcastle upon Tyne, England
Job description
About The Role
£24,000 per annum
You will be contracted to work 40 hours a week consisting of 8-hour shifts on rotation between 08:00-20:00, Monday-Friday. This role is office based at Cobalt Business Park.
We have an exciting opportunity for a well organised, customer-focused individual to join our team in Newcastle. Working closely with the Consumer Relations Manager and the Field Manager, the Customer Solutions Adviser will provide an excellent service to customers and play a key role supporting our field engineers in the allocation of appointments, resolution of complaints and the retention of customers.
Well organised and with an eye for detail, you will play a key part in ensuring that all key stakeholders receive an engaging and ‘right first time’ service whilst developing strong relationships. Due to the nature of the role, you will be required to liaise with different business areas to be able to provide a quick response and resolution to any complaints that are received.
Our customers are important to us, so it’s crucial that you show empathy to a customer’s situation and display good listening skills in the varied situations you may be faced with.
What we offer…
- 25 days holiday
- Eye care vouchers
- Access to our Employee Assistance Programme
- Recommend a Friend and Earn scheme
- Reward & Recognition Scheme
- Opportunities to progress in a successful company
- Access to My Rewards which provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts. Here’s a few so you can see the type of saving’s you can make:
- Up to 7% discounts on major supermarkets
- Up to 52% on Cinema tickets
- Up to 33% on holidays and travel
- Up to 10% on restaurants and takeaways
- Up to 25% off gym membership
What you will bring to the role…
Essential
- Dedicated to the provision of excellent customer service
- Professional telephone manner
- Excellent verbal and communication skills
- Extremely well organised and able to prioritise
- Self-motivated and enthusiastic
- Delivering objectives and strict performance results
- Microsoft and IT literate
- Ability to work closely with key stakeholders
Desirable
- Excellent customer service skills
- Complaint handling experience
Key Responsibilities …
- Delivering excellent customer service over telephone, email, text, letter and chat.
- Planning and scheduling of planned maintenance visits for a specific region of field based engineers in accordance with contractual schedules
- Managing 4 hour emergency jobs from customers with engineers
- Ensuring the engineer schedules are optimised to create efficiency and productivity
- Timely and accurate ordering of stock and tools to facilitate the engineer’s ability to complete their visits and installs correctly first time
- Create and manage customer accounts
- Proactive and effective complaints management
- Liaise with the operations management team to ensure efficient running of your area
- Production of accurate and meaningful management information and reporting as required
- Ensure all job docket information and any other business documentation is filed correctly for your area and complies with NSI gold standard
About The Company
Protect My Property is one of the UK’s leading experts in security solutions for the home and business. We pride ourselves on being award-winning and recognised for our diligence, customer service and expertise. Protect My Property is part of MGroup Services, a £1.7 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. MGroup Services have been one of The Times 100 Top Track Companies for the last three years running and in 2021 was presented with the Armed Forces Covenant Gold Award. Across all our businesses, we work hard to facilitate an environment that values and promotes our colleagues.
At Protect My Property we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued.
