Customer Solutions Specialist in Cookstown

Salary: £27,250 - 27,250 per year

Requirements

• Experience in a customer engagement role with responsibility for managing relationships and delivering outcomes.
• Strong communication skills, with the ability to build trust with both technical and non-technical stakeholders.
• Proven ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong problem-solving skills with a proactive, solutions-focused mindset.
• High level of organisation and attention to detail, particularly in CRM and case management.
• Ability to take ownership and accountability for customer outcomes.
• Working knowledge of CCTV systems, remote monitoring, or security technologies.
• Understanding of IP networking fundamentals (e.g., IP addressing, port forwarding, connectivity troubleshooting).
• Experience configuring or supporting technical systems, ideally in a remote or service-based environment.
• Ability to diagnose and resolve common technical issues relating to connectivity, hardware, and system performance.
• Experience within an Alarm Receiving Centre (ARC), CCTV monitoring, or related industry (desirable).
• Familiarity with CRM systems and structured case management processes (desirable).
• Experience working with installers, engineers, or third-party technical providers (desirable).
• IT or networking qualification (desirable).

Responsibilities

• Act as the primary point of contact for assigned customers, taking full ownership of site performance and customer satisfaction from onboarding through to ongoing service delivery.
• Develop and maintain strong relationships with end users, installers, and partners, understanding stakeholder structures and communication expectations.
• Proactively communicate with customers, ensuring no issue goes unaddressed and that updates are provided ahead of customer queries.
• Deliver a consistently high standard of service with a focus on exceeding expectations and building long-term trust.
• Conduct regular customer check-ins, site reviews, and follow-ups on incidents, complaints, and key events.
• Configure, commission, and activate new CCTV monitoring sites and upgrades, ensuring all systems are set up in line with company standards.
• Manage and maintain site configurations including detection settings, connectivity, streaming, and system performance.
• Troubleshoot and resolve technical issues including connectivity loss, non-reporting systems, activation failures, and hardware-related faults.
• Work closely with on-site engineers, installers, IT departments, and third-party providers to resolve technical challenges efficiently.
• Drive technical improvements to existing sites, identifying opportunities to enhance performance, reliability, and customer outcomes.
• Monitor site health, uptime, and performance, ensuring all issues are identified and resolved promptly.
• Take ownership of daily workflows including case management, site reviews, commissioning tasks, and customer requests.
• Ensure all interactions, updates, and activities are accurately recorded in the CRM system, maintaining full audit trails.
• Manage multiple priorities effectively, maintaining organisation and attention to detail in a fast-paced environment.
• Ensure all mission-critical issues are either resolved or clearly communicated and escalated in line with company procedures.
• Proactively manage and resolve customer issues, ensuring fast and effective outcomes.
• Investigate and drive resolution for offline sites, non-activating systems, and performance issues.
• Take ownership of issues through to completion, coordinating internal teams and external partners as required.
• Escalate complex or unresolved issues to the Customer Solutions Lead or Supervisor where appropriate.
• Ensure customers and stakeholders are fully informed throughout the lifecycle of any issue.
• Work collaboratively with internal departments including Accounts, ARC, Sales, and Operations to deliver joined-up customer solutions.
• Contribute to process improvements, identifying inefficiencies and opportunities to improve service delivery.
• Support knowledge sharing within the team to build technical and operational capability.
• Stay up to date with new technologies, systems, and best practices within CCTV monitoring and remote security services.

Technologies

• CRM
• Hardware
• Support
• Security
• Mobile

We are a growing company within the Customer Solutions Department, focused on delivering exceptional service and technical solutions to our clients. Our team values collaboration and innovation, ensuring our customers receive outstanding support at all times. We offer a competitive salary starting from £27,250, along with benefits such as a pension plan, private healthcare, a gym membership, and a cycle-to-work scheme. Our working hours are Monday to Friday, 9 am to 6 pm, with the possibility of on-call responsibilities. We are located in-person to foster teamwork and effective communication.