At a Glance
- Tasks: Be the reassuring voice for customers, managing their service issues from start to finish.
- Company: Join Spy Alarms, a leading security company with a family feel and impressive growth.
- Benefits: Enjoy up to 25 days holiday, career progression, and ongoing training.
- Other info: Flexible office hours and opportunities for personal development await you.
- Why this job: Make a real difference in customer experiences while working in a supportive team.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
The predicted salary is between 28309 - 34599 £ per year.
Spy Alarms are a leading security company based in the South-East. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the "family feel" culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.
ROLE SUMMARY
Reporting to the Team Leader, the Customer Service Advisor is the primary point of contact for customers requiring reactive support following a fault, system issue or service concern. The Customer Service Advisor owns and coordinates the customer journey from first contact through to resolution, ensuring customers receive timely updates, clear communication and confidence that their issue is being actively managed. Working closely with Controllers, Engineers, Technical Support and other operational teams, the coordinator ensures that fault cases are accurately logged, appointments are arranged efficiently, and customers never feel passed between departments. The role requires strong customer service skills, attention to detail and a commitment to taking ownership of cases from start to finish.
MAIN RESPONSIBILITIES
- Take ownership of customer issues from first contact through to resolution
- Be the main point of contact for customers, keeping them informed throughout
- Ensure customers never feel passed between teams
- Handle inbound calls and emails relating to faults and service issues
- Gather the right information to help diagnose issues and book the correct engineer
- Maintain accurate and detailed customer records within Dynamics
- Proactively manage open cases and support the resolution of outstanding work
- Book appointments efficiently, considering customer needs and operational requirements
- Provide clear and comprehensive notes for engineers and Controllers
- Support Controllers in delivering excellent customer service and operational performance
- Order and track parts required for engineer visits
- Support the progression of small works opportunities identified through service visits
- Deliver a high level of service to all customers, with particular focus on Platinum and Gold accounts
KEY PERFORMANCE MEASURES
- Return visits and first-time fix rate
- % Free of Charge visits
- Inbound and Outbound Call Performance
- Abandoned call rate
- Case ownership and resolution
- Aged work orders
- Small works conversion support
- Quality of case notes
EXPECTED BEHAVIOURS
- Customer-first mindset
- Strong ownership and accountability
- Calm under pressure
- Excellent communication skills
- Strong attention to detail
- Proactive approach to problem solving
- Collaborative team player
In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.
BENEFITS
- Pension
- Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
- BUPA employee assistance program
- Career progression opportunities
- Company sick pay
- Rewards & recognition programmes
- Ongoing training
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- On-site parking
- Referral programme
This is an office-based role with standard hours of 8.30am-5.00pm Monday - Friday and some flexibility to manage any task in hand. NSSA Security Screening is required for this role.
Customer Service Advisor in London employer: Spy Alarms Ltd
Spy Alarms Ltd is an exceptional employer, offering a dynamic work environment in London where you can thrive as a Fire & Security Field Engineer. With a commitment to ongoing training and development, employees benefit from flexible on-call duties, a company vehicle, and the opportunity to work with a supportive team dedicated to maintaining high standards in fire and security systems. Join us to enjoy excellent earnings potential while making a meaningful impact in both commercial and residential settings.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Spy Alarms Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Spy Alarms Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Spy Alarms Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Spy Alarms Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Spy Alarms Ltd!
How to prepare for a job interview at Spy Alarms Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
