Customer Accounts Administrator - Ref24287

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 Service Administrator.

Competitive basic salary up to £23,500

• Royal London Pension
• Life Assurance x4 of Salary
• 20 Days holiday, increasing each year up to 25 days

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 Accounts Administrators play an essential role in providing an effective and professional service to all our Marlowe Fire & Security customers, acting as a single point of contact for our customers whilst providing excellent customer service as administrative support to all our accounts. The role requires a proactive approach and excellent personal interaction with both internal and external customers. Effective customer service is provided across all functions within the business, maintaining a professional & courteous approach at all times in line with our “5 Pillars of Success” - Customer relevance, engaged employees, operational excellence, reducing breakeven costs, driving integration synergies.

Responsibilities include:

• Work closely with your assigned accounts and National Account Managers to meet customer expectations.
• Monitor our National Account mailbox, to ensure all emails are acknowledged & responded to within agreed timeframes.
• Update client portals and helpdesks in line with specific account instructions.
• Ensuring all calls are answered within our SLA.
• Review and respond to all customer enquiries, supporting your colleagues as overflow for the call receipt mailbox to ensure all customer requests are raised within our agreed timeframe.
• Liaise with all 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 & Customer Service Manager.
• Processing of sales orders as and when required.
• Management of customer queries and complaints through to completion.
• Compare data from the customers database and Marlowe database to ensure both systems are aligned.
• Responsible for investigating potential closed sites.

Requirements:

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, we are specifically looking for candidates who offer:

• 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 in approach.
• Experience of analysing data using Microsoft Excel, Microsoft Outlook and Microsoft Teams.
• Strong organisational skills.
• High attention to detail.
• The ability to handle multiple priorities with a structured approach.

RIGHT TO WORK: Marlowe Fire & Security Group do not 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.

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 economical climate, but we offer packages, benefits and incentives to support the broader needs of our people making their everyday lives and futures more comfortable.

• Competitive basic salary up to £23,500
• Royal London Pension
• Life Assurance x4 of Salary
• 20 Days holiday, increasing each year up to 25 days (25 days for Management)
• Additional Birthday Holiday
• Paid Refer a Friend Scheme
• Employee Recognition Scheme
• Long Service Award (increments of 5 years)
• Development & Progression opportunities

About Marlowe Fire & Security: From initial design, supply and installation, through to ongoing maintenance and monitoring, Marlowe Fire & Security maintain the capability to help prevent, detect and monitor your Fire and Security risks. 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. Together, 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, we work with clients of all sizes to provide end-to-end fire and security solutions across all sectors to ensure your safety, security and compliance.

At Marlowe Fire & Security Group 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.