Service Coordinator

6 months ago

Kilmarnock, United Kingdom Fortress Security Alarms Ltd Full time

**About us**

Fortress Security Alarms Ltd is a leading security company specializing in the installation and maintenance of cutting-edge security systems throughout Scotland. With nearly two decades of experience, we have earned a reputation for excellence in safeguarding homes, businesses, and public assets.

Our Commitment:
At Fortress Security Alarms Ltd, we are dedicated to providing comprehensive and professional security solutions tailored to our clients' unique needs. Our commitment to innovation and customer satisfaction sets us apart in the industry.

Domestic Customers:
For our valued domestic customers, we offer cost-effective and reliable security solutions that bring peace of mind to homes across Scotland. Our wireless systems eliminate the hassle of running cables, and we even accommodate homes with pets, ensuring the safety of your entire family.

Commercial Customers:
We are the trusted choice for businesses throughout Scotland, spanning various industries such as food establishments, healthcare providers, offices, and warehouses. Our services include 24/7 alarm monitoring and live CCTV surveillance at competitive prices. Our smart systems empower you to manage your security from anywhere in the world, right from the palm of your hand.

Government Partnerships:
With nearly two decades of collaboration with government agencies, we have been entrusted with the protection of numerous public buildings across the country. Our portfolio includes schools, libraries, government offices, and even listed heritage buildings. We take pride in safeguarding public assets and ensuring they are in the safest hands.

Why Join Our Team:

- Innovation: We stay at the forefront of security technology, providing our employees with opportunities to work with cutting-edge systems.
- Professional Growth**: We invest in our team's development and offer continuous training to help you advance in your career.
- Impact**: At Fortress Security Alarms Ltd, your work directly contributes to the safety and security of homes, businesses, and public assets across Scotland.
- Collaborative Environment**: Join a dynamic and supportive team dedicated to excellence in security services.
- Competitive Compensation**: We offer competitive salaries and benefits packages to our employees.

**Hours of Work**

Mon - Thurs 9am - 5pm

Fri - 9am - 3pm

**Job Purpose**:
To support the Office Manager by ensuring that all customer and third-party enquiries are dealt with appropriately and that all jobs are allocated and completed in line with the agreed process and timescales. To provide administration documentation and support dealing with inbound and outbound calls throughout the job delivery process. The customer account manager is the primary contact relating to all aspects of important customers ranging from domestic and commercial through public sector and local authority obligations. The role demands someone assertive, organised, and able to meet the multi-faceted demands of assigned contracts.

**Key Activities**:

- To answer telephone calls and provide administrative support,
- Contract responsibilities include Local Authority installs, upgrades, callouts, and maintenances. Same for a variety of different customers including but not limited to those cited above.
- Booking in jobs for clients and preparing the appropriate job, contact, and description details within job details on CASH,
- Schedule operative’s jobs within CASH, geographically, and send out details to the engineer’s PDAs,
- To provide day-to-day support to all the Contracts ensuring that agreed processes, procedures and customer service standards and timescales are always adhered to,
- To liaise with clients, customers, contractors, and internal departments as required,
- This job profile is not a definitive or exhaustive list of responsibilities but identifies the key responsibilities and tasks of the post holder,
- Any other general duties as outlined by the line manager.

**Skill Requirements**:_(knowledge, skills, experience & qualifications)_

The post holder will have:

- Experience in operating within a customer service environment.
- A positive can-do attitude is essential.
- Experience of working in a high-volume environment
- Ability to empathise with customer needs and maintain customer delivery satisfaction.
- Telephone Techniques and Influencing skills.
- Excellent verbal communication skills
- Excellent written communication skills
- Ability to lead by example.
- Team Working - confident and approachable, capable of using initiative but aware of issues that need escalation.
- Attention to detail.
- Detailed knowledge of the computer system, screens, and information layout
- Highly PC literate, with skills set in Excel and Databases
- Ability to analyse, take ownership, and solve problems.
- Generation of ideas for improvement and adaptability to change.
- Attention to Health and Safety issues.
- Excellent interpersonal skills
- Flexibility
- Organi

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