Customer Service Coordinator
1 week ago
We are seeking an experienced Customer Accounts Administrator to join our team at Marlowe Fire & Security. As a key member of our customer service team, you will be responsible for providing exceptional customer service and administrative support to our customers.
Key Responsibilities- Provide a professional and courteous service to all customers, responding to their queries and resolving any issues in a timely and efficient manner.
- Work closely with our National Account Managers to meet customer expectations and ensure that all customer requests are met within agreed timeframes.
- Monitor our National Account mailbox and respond to all emails within agreed timeframes.
- Update client portals and helpdesks in line with specific account instructions.
- Ensure that all calls are answered within our Service Level Agreement (SLA).
- Review and respond to all customer enquiries, supporting your colleagues as overflow for the call receipt mailbox to ensure that all customer requests are raised within our agreed timeframe.
- Liaise with all internal teams to ensure effective response to customers and work completed within SLA.
- Escalate any potential risks to the business to your Customer Account Manager and Customer Service Manager.
- Process sales orders as and when required.
- Manage customer queries and complaints through to completion.
- Compare data from the customers database and Marlowe database to ensure that both systems are aligned.
- Investigate potential closed sites.
We are looking for a candidate who has:
- A professional business approach.
- The ability to work independently and a desire to learn.
- Experience of using and updating customer portals.
- Excellent administration and computer skills.
- Customer-focused with the ability to resolve customer queries.
- An analytical approach.
- Experience of analysing data using Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
- Strong organisational skills.
- A high attention to detail and the ability to handle multiple priorities with a structured approach.
Marlowe Fire & Security is a specialist business within Marlowe Fire and Security Group, providing end-to-end fire and security solutions across all sectors to ensure safety, security, and compliance. We maintain the highest accreditations available to our industry, including NSI NACOSS Gold, NSI Fire Gold, BAFE, and NSI ARC Gold.
BenefitsWe offer a competitive basic salary up to £23,500, Royal London Pension, Life Assurance x4 of Salary, 20 Days holiday increasing each year up to 25 days, and additional benefits including a Mental Health & Well-being Scheme, Paid Refer a Friend Scheme, Employee Recognition Scheme, Long Service Award, and Development & Progression opportunities.
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