Customer Service Representative

15 hours ago


Salford, Salford, United Kingdom Marlowe Fire and Security Full time

About Marlowe Fire and Security

We are a specialist business within the Marlowe Fire and Security Group, committed to providing exceptional fire and security solutions to our customers.

Job Description
  • A competitive basic salary of up to £23,050.60 per annum, reflecting the importance of this role in our organisation.
  • A comprehensive benefits package, including a Royal London Pension, Life Assurance x4 of Salary, and 20 days holiday increasing each year up to 25 days (25 days for Management).

In this role, you will play a crucial part in delivering excellent customer service and support to our clients. Your primary responsibilities will include:

  • Working closely with assigned accounts and National Account Managers to meet customer expectations.
  • Monitoring our National Account mailbox, ensuring all emails are acknowledged and responded to within agreed timeframes.
  • Updating client portals and helpdesks in line with specific account instructions.
  • Ensuring all calls are answered within our SLA.
  • Reviewing and responding to all customer enquiries, supporting your colleagues as overflow for the call receipt mailbox to ensure all customer requests are raised within our agreed timeframe.
  • Liaising with internal teams to ensure effective response to customers and work completed within SLA.
  • Escalating any potential risks to the business to your Customer Account Manager & Customer Service Manager.
  • Processing sales orders as and when required.
  • Managing customer queries and complaints through to completion.
  • Comparing data from the customers database and Marlowe database to ensure both systems are aligned.
  • Investigating potential closed sites.

Key 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 in approach.
  • Experience of analysing data using Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
  • Strong organisational skills.
  • High attention to detail and the ability to handle multiple priorities with a structured approach.

About the Company

Marlowe Fire and Security Group is the fire life safety and security specialist division of Marlowe plc. Together, we are the UK's fastest growing and most innovative consortium of fire life safety and security service providers. Operating 24/7, across the whole of the UK, we work with clients of all sizes to provide end-to-end fire and security solutions across all sectors to ensure your safety, security, and compliance.



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