Client Relations Advisor

1 month ago

Leeds, Leeds, United Kingdom Secom PLC Full time

About the Role

We are seeking a highly motivated and detail-oriented Client Relations Advisor to join our team at Secom PLC. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities

  • Answering incoming customer calls promptly and efficiently
  • Responding to and taking necessary actions on customer emails, ensuring timely and effective communication
  • Updating the SECOM operating system with accurate and comprehensive information, logging all customer requests and incidents
  • Conducting cross-referencing and verification of information using the SECOM operating platform to ensure data accuracy and consistency
  • Coordinating daily activities and optimizing routes through map-based planning on SECOM's operating platform
  • Ensuring the achievement of daily targets by effectively managing and prioritizing tasks
  • Planning and organizing the diary to meet both company and client expectations
  • Collaborating with regional management, National Accounts, and other stakeholders to identify and escalate any issues or queries that may impact service delivery to clients
  • Performing cross-referencing of SECOM's operating platform to ensure accurate and up-to-date information
  • Efficiently handling and resolving reactive requests within specified timescales
  • Communicating daily handovers to management and fulfilling any additional reporting requirements
  • Enforcing health and safety standards, promoting a safe working environment, and completing all required e-learning modules to maintain compliance

Requirements

  • IT skills
  • Attention to detail
  • Problem-solving skills
  • Logical
  • Team working
  • Creative
  • Work ethos
  • Interpersonal skills
  • Customer care skills
  • Administrative skills
  • Co-operative

Education Requirements

  • GCSE or equivalent English (Grade C or grade 4 or above) essential
  • GCSE or equivalent Math (Grade C or grade 4 or above) essential

Additional Information

21 days holidays plus Bank Holidays

What is the expected career progression after this apprenticeship?

Call planner - Serve as a primary contact to meet our customer's reactive needs, the role is to ensure Secom meet our clients Fire & Security maintenance expectations and agreed SLA/KPI's.

Call Handler - Serve as the primary point of contact for meeting our customers' needs. Responsible for overseeing the call handling team, ensuring they meet our clients' expectations in terms of Fire & Security services and adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Service Operative - Serve as a primary contact to meet our customer's call needs, the role is to ensure our call handling team meet our clients Fire & Security expectations and agreed SLA/KPI's.

Maintenance Planner - Serve as a primary contact to meet our customer's PPM needs, the role is to ensure Secom meet our clients Fire & Security maintenance expectations and agreed SLA/KPI's.

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