About Us:

We are a leading provider of fire and security solutions. We specialise in the design, installation, and maintenance of advanced fire protection and security systems. Our commitment to customer satisfaction and operational excellence sets us apart in the industry.

About the Role:

We are looking for a dedicated Customer Service Account Handler to join our dynamic service team. In this role, you will be central to managing service requests, maintaining client relationships, and coordinating with our engineering team to deliver top-notch service. This position offers excellent career progression opportunities, with a clear path to advance to a Senior Account Handler role, where you will lead a small team of account handlers.

Key Responsibilities:

• Maintain and build strong relationships with a portfolio of clients, primarily through telephone communication.
• Schedule maintenance, callout, and remedial visits efficiently to ensure optimal engineer utilisation.
• Provide high-quality customer service by liaising with engineers and clients to schedule visits and address service issues.
• Handle emergency call-outs promptly and effectively, ensuring compliance with KPIs.
• Act as the initial contact for clients, resolving queries professionally and swiftly.
• Process all necessary paperwork, including worksheets and purchase orders, and perform general administrative tasks such as answering emails and data entry.
• Provide risk assessments and method statements for planned maintenance work, ensuring all activities meet industry standards.

Skills Required:

• Computer literate with experience using Office 365 and CRM systems.
• Excellent organisational skills with meticulous attention to detail.
• Strong telephone manner with effective written and verbal communication skills.
• Ability to work well independently and as part of a team.
• Eagerness to learn about the fire and security industry’s legal and regulatory compliance.

Competencies:

• Proven experience in customer service roles, particularly in high-pressure, client-facing environments.
• Experience in managing client relationships and handling service requests.
• Ability to address and resolve issues efficiently, focusing on customer satisfaction.

Benefits:

• Clear progression path with opportunities for professional growth.
• Work-Life Balance
• Access to wellness programmes and employee support services.
• Salary sacrifice pension scheme.
• Holiday