Technical Support, Complaints

**About The Role**:
The primary focus of this role is the supervision of excellent service through the performance of the Protect My Property office function in line with contractual requirements. Acting as Team Leader for Technical Support, Complaints and Administration, you will supervise the office processes including job bookings, customer retention, in and outbound calls and false alarm management, whilst also monitoring performance through regular quality checks and team briefing sessions. You will be responsible for the supervision and resolution of all customer complaints, managing expectations throughout the process to ensure that the customer’s concerns are resolved efficiently, effectively and within defined service levels, always with adherence to the business management system. You will also ensure that administrative and payment tasks are completed daily in line with agreed standards and protocols.

A great communicator and motivator, the role holder needs to maintain a proactive and can-do attitude across the team, especially during challenging and time pressured situations, to ensure all activities are assigned and closed down effectively day-to-day. You will drive performance by leading by example, planning ahead and producing management information to proactively meet the team’s objectives.

You will have responsibility for conducting staff performance reviews, identifying staff training and development requirements, inducting new staff, and initiating disciplinary action where required.

The contracted hours of work are 40 hours a week, consisting of 8-hour shifts on rotation between 08:00-20:00, Monday-Friday. This role is office based at Cobalt Business Park.

**Who are we?**

Protect My Property is one of the UK’s leading experts in security solutions for home and business. From its Newcastle Contact Centre the company services and maintains over 15,000 security and surveillance systems in domestic and business properties nationwide. The company is proud of the breadth of its offerings which range from traditional intruder alarm and CCTV solutions to its innovative Smart Homes connected product that combines interactive security, video monitoring and home automation capabilities into one self-install system.

Protect My Property is part of M Group, £1.7 billion Pound turnover business with a wide and diverse portfolio. We work with our clients and partners to ensure we keep abreast of industry developments, and we remain at the forefront of proactively influencing the right pathways to success. M Group is a 2019 Times 100 Top Track Company.

**Key Responsibilities...**
- Ensure your teams have the numbers, capability, training and direction to fully support the field Support, coach and motivate the team to achieve their objectives in accordance with the responsibilities of their role, noting any conduct or performance issues for later action
- Set and agree clear objectives with immediate reports, regularly monitoring their performance and taking corrective action for shortfalls
- Work with the team to ensure workload is maximized and balanced across all Engineers within the field
- Ensure effective communications with customers across all communications channels, proactively contacting customers whenever possible.
- Minimise escalated complaints through first contact resolution
- Log and progress all customer complaints using the agreed systems, ensuring accuracy of recorded information, providing regular Management Information to the Director of Operations.
- Show resourcefulness in using business systems and liaising with other Stakeholders and Colleagues to collate accurate information relating to each customer complaint
- Work with the Senior Technical Support and Complaints Advisor to manage and drive effective complaints resolution.
- Propose corrective and preventative actions in line with documented standards that will deliver equitable and positive outcomes.
- Ensure that all remote technical fix and diagnostic activity is completed daily and to the agreed standards
- Ensure that all administrative and payment functions are completed and maintain associated processes.
- Maintain comprehensive and accurate records relating to customer cancellations and retentions
- Deputise for the Scheduling Team Leader where required

**What you’ll bring to the role**
- Minimum of one years’ experience in a Team Leader or supervisory position
- An existing background within a contact centre or resource management-based environment
- Outstanding detail orientation
- A creative approach to problem-solving
- Dedicated to the provision of exceptional customer service
- Self-motivated and enthusiastic
- Comfortable and experienced in producing MI reports
- Outstanding communication skills
- Confident in use of the Microsoft Office and Google Apps suites
- Demonstrable experience of using CRM systems
- Knowledge of the Security industry or of the Protect My Property organization

**W**