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Customer Care Advisor

4 months ago

Salford, United Kingdom Marlowe Fire and Security Full time

Customer Care Advisor – Lowry House, Salford Quays

Marlowe Fire & Security, a specialist business within Marlowe Fire and Security Group, are looking to grow their team with the appointment of an experienced Customer Care Advisor

Basis salary up to £24,000 subject to experience Royal London Pension Life Assurance 4x Salary

Marlowe Fire & Security Group are one of the fastest growing and exciting businesses in the UK right now. Having doubled in size in recent years to over 1,000 dedicated Fire & Security specialists across the UK, we attract the best talent in the market by offering fantastic career progression opportunities, our own in-house training academy, as well as great remuneration and benefits packages including; Royal London pensions, life assurance, paid holidays, mental health & well-being scheme, paid refer a friend scheme……

Our Customer Care Advisors

Play an essential role in providing an effective and professional service to all our Marlowe Fire & Security Customers, whilst providing excellent Customer Service to all our clients.

The role requires a proactive approach and excellent personal interaction with both internal and external Customers supporting our Customer Charter.

Add clear customer notes to our systems & update the customer support and retention files. Update clients with any disputes and cancellations. Keeping the client updated by both phone call, and email throughout the process. Ensuring all calls are answered within 3 rings Ensuring all emails are acknowledged in 24 hours & responded to within agreed timeframes. Highlight any risks to client delivery to Customer Service Manager, to minimise reputational risk Proactive approach to management of customers workload Review and respond to all customer enquiries within a timely manner. Liaise with all internal teams to ensure effective response to customers and work completed within our Service Level Agreements. Issue customer reports where required Effective communication with internal and external customers Escalate any potential risks to the business to the Head of Customer Care As an accredited complaints handler process all complaints in line with our how to guide Reasonable ad-hoc requests pertaining to Customer Service

Requirements

Who We’re Looking For

In addition to having all the usual attributes of a great Marlowe Fire & Security employee, such as; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team….. For this opportunity, we are specifically looking for candidates who offer:

Personality – Energy, Drive and Enthusiasm Excellent telephone manner with colleagues and customers Self-motivated with the ability to prioritise workload Excellent attention to detail Be respectful to others – Customers, Colleagues, Managers, Directors Excellent time management and communication skills Remain calm & focus on what can be done A positive can-do attitude A keen interest in resolving issues Interest in Customer Care is vital for this role

Benefits

How we Attract, Reward & Retain Our Employees

At Marlowe Fire & Security we recognise the importance of fairly rewarding our employees. We go above and beyond with our remuneration packages that not only meet the needs of a challenging economic climate, but we offer packages, benefits and incentives to support the broader needs of our people making their everyday lives and futures more comfortable.

Basic Salary – upto £24,000 per annum depending on experience Royal London Pension Life Assurance 4x Salary Paid Holidays plus Bank Holidays Additional Day holiday for each full year of completed service (up to 25 days) Additional Birthday Holiday Paid Candidate Referral Scheme – up to £1,000 per referral, unlimited referrals. Mental Health & Well-being Scheme Employee Recognition Scheme Development and progression opportunities Free, secure on-site parking Free, on-site gym

A Little More About Marlowe Fire & Security

We operate nationally, across all industries in both commercial and domestic sectors, delivering a fire and security solution that responds to our customers particular needs. Our solutions are developed according to the industries we serve, addressing their unique compliance requirements, supporting them in maintaining their sites security and protecting their people. We have the luxury and benefit of being part of a wider group of businesses within the Fire Protection, Security & Building Management Systems industry, allowing us to share best-practice, learning & development academies, Human Resource specialists and knowledge for constant improvement across the critical service industry.

Big enough to provide but small enough to care.

Our Business Include:

Marlowe Fire & Security Alarm Communications Griffin Fire Clymac FAFS Fire & Security MJ Fire Marlowe Kitchen Fire Suppression Morgan Fire Protection Victory Fire Marlowe Smoke Control Hadrian Technology

Equal Opportunities

We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.

Right to Work

Regrettably, we are unable to offer Right to Work Sponsorship.

If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.