Customer Service Advisor

Are you looking to join a business that offers a genuine ‘people first’ culture? Here at Chubb Fire & Security we have an opportunity for a Customer Service Advisor to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis. About Us, Our Culture & What We Can Offer You Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally - Together we do great things Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people. SALARY: Up to £23,809 per annum, with an ongoing opportunity to progress through ongoing performance reviews 25 days holiday, plus bank holidays Free Onsite Parking Cycle to Work Scheme Employee Referral Scheme (£1000) Company Pension Scheme Life Assurance (4 x Basic Salary) Employee Scholarship Scheme A Central Benefits Platform offering a wide variety discounts Childcare Vouchers Health & Wellbeing Resources Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence What You’ll Be Doing As Customer Service Advisor As a Customer Service Advisor within our Customer Excellence Teams no two days will be the same, but you’ll always strive to provide the best customer service experience to all internal and external customers calling into the Contact Centre. You’re not a robot, so naturally you have the freedom to support our customers in the way you would like to be helped…With professional warmth and patience. Respond to all inbound calls in a professional and effective manner, working to agreed response times (KPI’s) Accurately record information, ensuring it’s processed correctly Take ownership of the customer in all aspects including recording any customer requests Be proactive in identifying incidents that may have an adverse effect on the Centre’s service delivery, and to comply with the escalation procedures WORKING HOURS: 37.5 hours per week | Monday to Friday | 9.00am – 5.00pm What We Would Like You To Bring Simply put, experience isn’t necessary as we offer full training. Whatever your background we would like you to ask yourself ‘What can I do to make a difference to this Customer’, every time you answer a call. You‘ll be a natural communicator, with an ability to build rapport with both our customers and your colleagues Solution focused – Strive to understand and resolve potential issues on each call Solid IT literacy - We use multiple systems, both inhouse portals and Microsoft platforms Consistently remains calm under pressure – Some calls may be of an urgent nature Open minded and willing to learn - Learning in a fast-paced and ever-changing environment, isn’t for the faint hearted but we will endeavour to set you up for success, and it starts with an initial Works under direct supervision to provide satisfactory and quality customer service. Obtains customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased. Answering basic customer inquires on product availability, maintenance, and the status of orders. Resolves basic customers' service or billing complaints. Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Additional Information About Us, Our Culture & What We Can Offer You Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us. #BR-CB