Customer Service Specialist

Brentford, Greater London, England



We are looking for a customer service specialist based in our HQ with the experience and drive to deliver outstanding quality. Do you have the experience of providing exceptional customer experience?  Phone based customer service role? Working in a fast-paced environment? Working in a team all working together as one? Then this role is for you!

Brentford, Greater London


Salary: £21,000 pa + Performance based bonus

Working hours: 8 hour shifts 4 and/or 2 off basis (8am to 5pm, 10am to 7pm and 12pm to 9pm).

Holidays: 28 days. This includes bank holidays

Our Mission: to provide world class customer experience to our customers. We are rapidly expanding our UK operation, with one new customer every 30 minutes! We need driven and enthusiastic individuals who are passionate about customer service ready to answer our customers questions – whatever they may be and provide first call resolution. Helping your team mates as well as your customers, passing on key information about our Smart Alarms, you will oversee every aspect of our customer service offering complete interactions and be able to deliver information and empathy through your interactions, and remain motivated to service all your customer’s needs.
As a customer advisor you must be enthusiastic and professional, who can set the standard and inspire it in others.  You will be in a dynamic team who will all be working together to drive delivery of quality and continuously improve the service we are providing.  You will report in to the Customer Service team, within the Operations department. 

What you will be doing

  • Answer customers’ queries by phone, email or letter on how to use the alarm system or providing technical support within our agreed response times.
  • Inform and explain customers about alarms triggers, services ongoing or any other information about the alarm system and the apps to ensure their security.
  • Assist customers regarding invoices and taking payments over the phone
  • Answer customers’ emails and send them the required information (invoices, direct debit form, etc.).
  • Make outbound calls when needed to update customers on their needs.
  • Ensure First Call Resolution at any time in any communication channel (phone, emails and letters)
  • Update relevant information in our customers’ records (Comm. logs)

What we’re looking for

  • One-year experience in customer support/call centre environment.
  • Customer oriented, genuine passionate about customers' security and safety.
  • Ability to multitask effectively whilst keeping a high level of service quality.
  • Proactive and work effectively and efficiently.
  • Typing skills.
  • Excellent communication skills with problem solving attitude.
  • Like working in a team and you are a team player.
  • Have computer and MS office skills.
  • Love learning in a dynamic and challenging environment.
  • Ambitious and willing to accept new challenges.

Our benefits

  • 28 days holiday (including bank holiday) increasing to 30 (incl. bank holidays) after a year’s service.
  • Career Progression (performance based), with a business that is rapidly growing
  • Free Lunch Friday!
  • Free Fruits, Tea, Coffee, Hot Chocolate.
  • Health Insurance
  • Pension
  • Free parking
  • Perk box discounts
  • Employee alarm discount programme (after completion of probation)

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