Customer Services Team Member

To provide our national client base with an excellent customer service experience. You will work closely with clients and field staff to organize the service, commissioning and repair of our fire alarm and associated systems. Also important is the timely completion of associated administrative duties as well as maintaining accurate records in line with Company Procedures.

  • Closing Date:TBC
  • Job Location:Nelson, Head Office

Typical Responsibilties

  • Provide a courteous and professional telephone service to our customers, always ensuring their needs are met.
  • To become fully competent, through in-house training, in the use of the Company’s computer systems in order to meet customer requirements and communicate accurate and valid information when conversing with both internal and external customers.
  • To consistently and positively represent the Company to customers in line with the Customer Care Requirements.
  • To accurately identify and resolve customer problems or escalate them to appropriate personnel where the required remedial action falls outside your own area of responsibility.
  • To maintain effective communication with both internal and external customers at all times.
  • To ensure all documentation is accurately completed, stored and provided to appropriate personnel when required.
  • To progress to become a multi-skilled Team Member, offering flexibility within the department for the efficient provision of goods and services in accordance with customer needs.
  • Any other duties commensurate with the role.

Person Specification

Candidates shall be able to demonstrate the necessary qualifications, experience, skills, and traits to meet the requirements set below. Requirements for the role shall be evidenced on the application form and in the interview process. Please use the following as guidance when completing the further information section of your application form.

Qualifications Essential / Desirable To be identified by
NVQ Level 2 in Business & Administration or equivalent IT qualification Desirable Application
Experience Essential / Desirable To be identified by
Experience of working in a busy office environment Essential Interview / Application
Experience of balancing administrative duties whilst responding to telephone and e-mail queries Essential Interview
Experience of working in a high call volume telephony role Desirable Interview / Application
Experience of working within a Customer Services environment Desirable Application
Skills / Abilities Essential / Desirable To be identified by
Excellent Customer Service skills Essential Interview
Great telephone manner Essential Interview
Excellent oral and written communication skills Essential Interview / Application
Competent using Microsoft Office packages including Word, Excel and Outlook Essential Interview
Ability to confidently deal with difficult and stressful situations Essential Interview
Ability to maintain accurate records Essential Interview
Ability to communicate effectively with staff at varying levels throughout the company Essential Interview
Good interpersonal skills and the ability to work as part of a team Essential Interview
Other Essential / Desirable To be identified by
Commitment to confidentiality and data protection Essential Interview
Enthusiasm and willingness to learn Essential Interview / Application
Apply Now

Email your CV, job application form and any relevant further information to recruitment@protec.co.uk

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