Customer Service Coordinator

3 weeks ago


Salford, Salford, United Kingdom Marlowe Fire and Security Full time
Customer Accounts Administrator

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 an effective and professional service to our customers, acting as a single point of contact and administrative support to all our accounts.

Key Responsibilities:
  • Work closely with assigned accounts and National Account Managers to meet customer expectations.
  • Monitor our National Account mailbox, ensuring all emails are acknowledged and responded to within agreed timeframes.
  • Update client portals and helpdesks in line with specific account instructions.
  • Ensure all calls are answered within our SLA.
  • Review and respond to all customer enquiries, supporting colleagues as overflow for the call receipt mailbox to ensure all customer requests are raised within our agreed timeframe.
  • 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 and when required.
  • Manage customer queries and complaints through to completion.
  • Compare data from customer databases and Marlowe database to ensure both systems are aligned.
  • 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 the ability to handle multiple priorities with a structured approach.

We offer a competitive basic salary, Royal London Pension, Life Assurance, and 20 days holiday, increasing each year up to 25 days. We also offer a mental health and well-being scheme, paid refer a friend scheme, and employee recognition scheme.

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 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.

About Marlowe Fire & Security Group

Marlowe Fire & Security Group is the fire life safety and security specialist division of Marlowe plc. 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.



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