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Customer Service Agent

4 months ago

Nottingham, United Kingdom Chubb Fire & Security Full time

Company Description

Due to an exciting period of growth in 2023, Security Monitoring Centre in Nottingham have a number of new opportunities for **Intruder Alarm & CCTV Customer Service Agents** to join our Contact Centre team on a f**ull time**, permanent **shift working basis**.

As part of the Chubb Group, we are proud to offer extensive training to all of our new Agents, supporting you to thrive in your new role. Whilst also offering ongoing personal and career development opportunities throughout your career journey with us.

**Job Description**:
**What You'll Be Doing As A Customer Service Agent**

With full training you’ll be assisting with the monitoring of, and response to CCTV and intruder alarms. This will include contacting our customers in both a calm and timely manner in response to activated alarms on their premises and respond with the appropriate course of action to ensure our customers premises are secure.
- Make outbound calls to customer and external organisations including the Emergency Services
- Process CCTV and alarm activations speedily and accurately
- Inform the relevant Emergency Services and Customers of relevant information in relation to their system

**Working Hours**: 38.5 hours per week - **Working 4 shifts followed by 4 shifts off.**

**_ Shift Pattern:_** **Rotating you will work two DAY time shifts 7am start to 7pm finish. Followed by two NIGHT shifts of a 7pm start to 7am finish. Then four days off.

**Qualifications**:
**To Be Successful In This Role You Will**:
You will be a strong communicator, with a passion for delivering exceptional customer service. You will ideally possess some previous customer service experience within a telephone based or contact centre environment.
- Excellent listening skills
- Work well and remain calm in a busy, fast paced environment
- Excellent attention to detail, with high levels of accuracy
- Be able to work well on your own initiative as well as part of a team
- Strong IT skills
- Able to commit to shift working which includes a blend of **day & night working**

Additional Information
**What We Can Offer You**:
**Salary of £25,440 per annum including shift allowance**
- 23 days holiday per year (rising to 24 days after 5 years service)
- Enhanced overtime rates *
- Free Onsite Parking
- Cycle to Work Scheme
- Company Pension Scheme
- Employee Referral Scheme (£1,000)
- Life Assurance
- Discounts with many retailers, premium brands & cinemas etc..
- Cashback & Voucher Schemes/SmartSpending App
- Childcare Vouchers
- Employee Scholarship Programme
- Bravo scheme: Incentivising high achieving employees
- Health & Wellbeing assistance services
- Ongoing training & development
- **_Overtime Rates:_** Standard overtime paid at 1.5x basic rate (hours exceeding 38.5) **| **Bank Holidays paid at 2.5x basic rate** | **Christmas Days & New Years’ Day at 3x basic rate

**More About Us**:

- Creating solutions for people and our planet, our company values are our absolutes -_**_ RESPECT, INTEGRITY, INCLUSION, INNOVATION & EXCELLENCE. _**_We work and win together, while never compromising our values._

Security Monitoring Centres (SMC) is made up of three of the UK’s leading security businesses; SMC Custodian, SMC Vision and Mentor Business Systems. Combined, these businesses have over 70 years’ experience in developing technology and training our people. Additionally, as part of the global API Group, we deliver exceptional service at every point to hundreds of thousands of customers, ranging from monitoring life safety systems, telecare, intruder, fire, CCTV monitoring, remote concierge services and the provision of service management software.