Customer Service Administrator

3 weeks ago

Nottingham, United Kingdom Chubb Fire & Security Full time

Company Description

Security Monitoring Centre is currently recruiting a Customer Service Administrator** **to join the False Alarm Management (FAM) team in our **Nottingham **office **(NG2 3EJ).** The main goal of this role is to provide administrative support to ensure to the smooth and effective running of the department. You will also be closely supporting the Customer Service Manager, helping to provide the best customer service possible.

Working Hours - 37.5 per week Mon - Fri (rota basis between 8am
- 5pm, i.e. 8-4 or 8.30-4.30 or 9-5).

Salary £19,270 per annum.

**Job Description**:

- To accurately & efficiently administer the Monitoring System procedures & records to reflect the customer instructions & expectations
- Acting as the first point of contact for the Police and take ownership of queries
- Proactively manage false alarms in line with NSI requirements for Security and CCTV monitoring
- Processing all customer, engineer and police force documents accurately and in line with service levels as required
- Maintaining customer job files, ensuring that all necessary information is accurately recorded, to ensure that full customer history and data is readily available
- Taking calls from Engineers, Customers and Colleagues to assist in the resolution of any issues or concerns

**Qualifications**:

- Possess previous customer service/admin experience
- Have a good level of IT literacy, especially Microsoft Word and Excel
- Be passionate about the customer. Working consistently to provide a high level of service
- Be proactive, able to prioritise workloads and have exemplary customer service skills
- Have good attention to detail
- Have excellent people and communication skills, both verbally and written
- Can work well in a team as well as on own initiative
- Preferably have experience working with customer disputes

Additional Information
- Competitive salary
- Generous pension scheme
- Free parking
- 25 days annual leave
- A central Benefits programme that offers a wide variety of discounts, to include Health & Wellbeing services
- Bravo Awards which recognise outstanding contributions from all employees and encourage excellence

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, 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.

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