Customer Care Advisor

**Job Details**
**What you will do**

Based within our vibrant Customer Support Centre in Central Manchester, our Retention Advisors are the first point of contact for all our ADT Security customers who want to cancel the service. Our retention advisors pride themselves in retaining customers and do their best to satisfy customers’ needs. You will find out what the issue is and do your best to minimize customer attrition by retaining customers through proactive and reactive customer touch points, by utilizing the Retention Saves Matrix and other methods of retention and as a result you will provide the very best available solution. Working within a team of experts where each member of staff is rewarded with on-going training, cross-skilling, and fantastic career progression opportunities, you will become a product and brand expert enabling you to forge a lasting and rewarding future with a market-leading brand in a secure and expanding marketplace.

**How you will do it**:

- Answering customer calls in line with company processes and procedures
- Providing customers with the best available solutions
- Achieving predefined performance targets
- Promoting current ADT features and benefits, marketing offers, retention opportunities, maximizing conversion
- Promoting the ADT brand to all existing and potential customers and providing accurate information on product, policies, and procedures
- Building strong relationships with ADT internal departments
- Ensuring that records and in house systems are kept up to date and accurate in a timely manner

**What we look for**

**Required**:

- Experience of having worked successfully in a competitive and fast
- paced Customer Service Team and/or Retention Team
- Being customer focused with a proactive, can-do attitude
- Excellent telephone manner (as your role will be telephone-based)
- Attention to detail and excellent spoken and written English
- Sales/Target orientated
- Excellent communication and interpersonal skills
- Ability to build strong relationships and influence others
- Self-motivated, enthusiastic, and inspirational, able to bring a sense of urgency and demonstrate an active approach
- Result-orientated, persistent, and able to set tough personal objectives, monitor progress and if necessary, take corrective action

**Preferred
**- Experience of working within security industry will be an advantage.

If you are successful we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on Johnson Controls security products including ADT Smart Home plus voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.

**Who we are**

At Johnson Controls, we’re shaping the future to create a world that’s safe, comfortable, and sustainable. Our global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and vehicles more efficient. We are passionate about improving the way the world lives, works, and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you.

Johnson Controls values a diverse and inclusive workplace. Providing this information will help us to ensure our recruitment practices promote equality of opportunity.

Your response to the self-identification questionnaire below is voluntary. It is however mandatory to answer the questions, even if you choose not to provide the information.

The information will be kept anonymous and your answer will be treated with the strictest confidence and protected from misuse. We assure you that your answers will be used only for the purposes of monitoring our equal opportunities policy and will not be used by us to make any unlawful decisions affecting you, whether in a recruitment exercise or during the course of any employment with us.

**You are not obliged to provide this information and you will not suffer any penalty if you choose not to do so.