Customer Solutions Advisor

**The package...**

Up to £24,000 depending on experience - this will be discussed at interview

**A bit about the role**

We have an exciting opportunity for a well organised, customer-focused individual to join our team in Newcastle. Working closely with the Consumer Relations Manager and the Field Manager, the Customer Solutions Adviser will support the field workforce throughefficient scheduling of work and the management of logistics. This role will have overall responsibility for all of the customer care related activity across our geographic areas with a specific focus on the North or South region as designated. The customerexperience across the whole contractual journey will be of primary importance to this individual whilst a proven ability to be self-managed is essential.

The Customer Solutions Advisor will need to primarily focus on ensuring any and all queries are fielded in relation to a customer’s current alarm system, whilst making the most of every interaction to profile any changes in customer circumstance and ensurewe are always promoting what is currently best for their security solution in order to retain customer accounts.

**What we offer**
- 25 days holiday
- Access to My Rewards which provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts. Here’s a few so you can see the type of saving’s you can make:

- Up to 7% discounts on major supermarkets
- Up to 52% on Cinema tickets
- Up to 33% on holidays and travel
- Up to 10% on restaurants and takeaways
- Up to 25% off gym membership
- Eye care vouchers
- Access to our Employee Assistance Programme
- Recommend a Friend and Earn scheme
- Reward & Recognition Scheme
- Opportunities to progress in a successful company

**What you will bring to the role**

**Essential**
- Dedicated to the provision of excellent customer service
- Telephone based sales or retention experience
- Professional telephone manner
- Excellent verbal and communication skills
- Extremely well organised and able to prioritise
- Self-motivated and enthusiastic
- Delivering objectives and strict performance results
- Microsoft and IT literate
- Ability to work closely with key stakeholders

**Desirable**
- Complaint handling experience
- Experience of planning and scheduling of work for field based workforce

**Key Responsibilities **
- Planning and scheduling of planned maintenance visits for a specific region of field based engineers in accordance with contractual schedules
- Handling and booking of corrective maintenance visits and 4 hour response work
- Ensuring the engineer schedules are optimised to create efficiency and productivity
- Timely and accurate ordering of stock and tools to facilitate the engineer’s ability to complete their visits and installs correctly first time
- Managing the prospective customer for your designated area throughout the process of work ensuring full customer satisfaction is achieved
- Create and manage customer accounts
- Arrange survey quotes for prospective customers and follow up on potential sales with the aim of closing the sale and winning the account
- Efficient handling and resolution of 1st level customer complaints using toolkit options and managing expectations of the customer throughout in line with the business expectations to remediate and retain: escalating to Customer Relations Coordinator and/ormanagement level wherever needed
- Liaise with the operations management team to ensure efficient running of your area
- Production of accurate and meaningful management information and reporting as required
- Ensure all job docket information and any other business documentation is filed correctly for your area and complies with NSI gold standard
- Make the most of every customer interaction with effective profiling of customer circumstances to understand where opportunities exist for upsell or cross-sell of products
- This person will provide the highest level of customer service to maintain and increase contact base

**Who we are**

Protect My Property is one of the UK’s leading experts in security solutions for the home and business. We pride ourselves on being award-winning and recognised for our diligence, customer service and expertise.
Protect My Property is part of MGroup Services, a £1.7 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. MGroup Services have been one of The Times 100 Top Track Companies for the last threeyears running and in 2021 was presented with the Armed Forces Covenant Gold Award. Across all our businesses, we work hard to facilitate an environment that values and promotes our colleagues.

At Protect My Property we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued.