Customer Service Coordinator

3 weeks ago

Salford, Salford, United Kingdom Marlowe Fire and Security Full time
About the Role

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 play a vital role in providing an effective and professional service to our customers.

Key Responsibilities
  • Work closely with our National Account Managers to meet customer expectations.
  • Monitor our National Account mailbox and respond to customer enquiries in a timely manner.
  • Update client portals and helpdesks in line with specific account instructions.
  • Ensure all calls are answered within our Service Level Agreement (SLA).
  • Review and respond to customer queries, supporting your colleagues as needed.
  • Liaise with 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 required.
  • Manage customer queries and complaints through to completion.
  • Compare data from customer and Marlowe databases to ensure alignment.
  • Investigate potential closed sites.
Requirements
  • 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.
  • Analytical approach.
  • Experience of analysing data using Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
  • Strong organisational skills.
  • High attention to detail and ability to handle multiple priorities.
About Marlowe Fire & Security

Marlowe Fire & Security is a specialist business within Marlowe Fire and Security Group, providing end-to-end fire and security solutions across the UK. We maintain the highest accreditations available to our industry and operate 24/7 to ensure our customers' safety, security, and compliance.

Benefits
  • 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.
  • Mental Health & Well-being Scheme.
  • Paid Refer a Friend Scheme.
  • Employee Recognition Scheme.
  • Long Service Award (increments of 5 years).
  • Development & Progression opportunities.

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