Customer Care Advisor - Ref23419

Customer Care Advisor - RisleyMarlowe 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 GBP23,000 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 AdvisorsWill 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 Who We're Looking ForIn 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 RIGHT TO WORKMarlowe 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.How we Attract, Reward & Retain Our EmployeesAt 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. Basis salary up to GBP23,000 subject to experience Royal London Pension Life Assurance 4x Salary Free Parking on-site Mental Health & Well-being Scheme Employee Recognition Scheme Paid Recommend a Friend Scheme (up to GBP1,000 per successful recommendation) Paid Holidays Additional Day holiday for each full year of completed service (up to 25 days) Paid Birthday Holiday Development and progression opportunities About Marlowe Fire & SecurityFrom 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 GroupMarlowe 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.Our Business Include:1. Marlowe Fire & Security Group2. Marlowe Fire & Security3. Alarm Communications4. Griffin Fire5. Hadrian Technology 6. Marlowe Kitchen Fire Suppression7. FAFS Fire & Security8. MJ Fire9. Morgan Fire Protection10. Victory Fire11. Clymac12. Marlowe Smoke ControlEqual OpportunitiesAt 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.