Customer Complaints Advisor

Securitas Technology is a world-leading provider of integrated security solutions that protect, connect and optimise businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge and technology power our connected ecosystem of health, safety and security solutions and services.

The opportunity….

Do you have a passion for helping people with the ability to make people feel listened to and valued? Are you looking for an opportunity where you can really make a difference and take ownership of a problem and see it through to the end? If you are a confident, compassionate and positive person who always delivers a first-class customer experience during difficult times this is the role for you…..

Reporting to the Customer Experience Manager, as the Customer Complaints Advisor - you will have a key role in Securitas Technology drive for Customer Excellence and business profitability.

The position holds accountability for resolving all Customer Complaints and queries and to ensure that customer is fully satisfied with the company's service and products. As the Customer Complaints Advisor you will take complete ownership of a customer's complaint once it has been logged and provide an exceptional level of service, showing empathy whilst solving queries, problems and handling complaints in a timely and professional manner.

This is a fully remote role, but an occasional visit to one of our offices between Portsmouth & Birmingham will be required.

• Complaint logging and conflict resolution.
• Investigate complaints collaboratively with colleagues and departments.
• Responsibility of the end-to-end complaint journey.
• Pro-Active communication to internal and external customers.
• Providing exceptional customer service in line with customer expectations.
• Assisting customers with support in different areas of the business.
• Managing complaints and driving resolution.
• Being proactive in looking at continuous improvements.
• Co-ordination and scheduling of teams meetings with internal and external customers.
• You will need to be able to make decisions based on a number of factors.
• Any additional tasks set by the Customer Experience Manager.

What you need to have…..

• Previous experience in a similar role dealing with complaints and solving problems.
• Ability to listen attentively and communicate effectively at all levels.
• Outstanding customer service and customer care and always putting the Customer First.
• Ability to work passionately in a team and independently.
• Ability to multi-task and work under pressure.
• High attention to detail.
• Resilience and the ability to work well under pressure.
• Comfortable working under pressure, proactive and uses own initiative.
• Experience of handling difficult conversations and being confident to do so.
• Building strong working relationships with internal and external clients.
• Experience in Microsoft application and the ability to use multiple systems at any one time.
• Use of a service management systems ideal - but training can be provided.