Customer Service Advisor

Johnson Controls, Inc.; Manchester; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days leave

Holiday purchase scheme

Pension plan

Life assurance

Employee assistance program

Referral scheme

Johnson Controls product discounts

Onsite parking

Dress down Fridays

Job summary

ADT Security in Manchester is seeking a Customer Relations Advisor/Coordinator to own the end-to-end customer complaint journey with care and professionalism. You will build strong relationships with customers and collaborate across internal departments to ensure satisfaction.

Responsibilities include investigating and resolving issues, documenting interactions, and delivering regular reports while maintaining high standards of service for both homes and businesses.

Qualifications

• Exceptional communication via phone and email.
• Strong time management to juggle multiple priorities.
• Attention to detail in documenting interactions and reports.
• Experience in customer service or similar roles.

Responsibilities

• Investigate and resolve customer complaints from first contact to resolution following procedures.
• Build relationships with customers and internal teams to support collaboration and trust.
• Document customer interactions accurately and generate regular reports on outcomes and resolutions.
• Prioritise and manage tasks to meet deadlines and deliver high-quality service.

Skills

Exceptional communication

Time management

Attention to detail

Customer service experience

Job description

What you will do

Step into a dynamic role at ADT Security in Manchester, where you’ll become an essential part of our passionate team as a Customer Relations Advisor/Coordinator. In this position, you’ll take ownership of the entire customer complaint journey—resolving issues with care, precision, and professionalism. Your ability to build meaningful relationships with customers and collaborate seamlessly across internal departments will be key to maintaining our high standards of satisfaction. Every day, you’ll contribute to our mission of protecting homes and businesses while delivering the exceptional support our customers rely on.

What we offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro-rated in hours)
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  • Pension plan (up to 7% employer match)
  • Life assurance
  • Employee assistance program
  • Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

How you will do it

• Investigate and Resolve: Conduct detailed investigations into customer complaints from initial contact to resolution, following all procedures to ensure satisfaction.
• Build Relationships: Maintain effective communication with customers and internal teams to support collaboration and trust.
• Document and Report: Accurately record customer interactions and generate regular reports on outcomes and resolutions.
• Prioritise and Manage: Organise tasks efficiently to meet deadlines and deliver high-quality service.

What we look for

Required

• Exceptional Communication Skills: Confident handling of customer inquiries via phone and email.
• Strong Time Management: Ability to juggle multiple priorities with precision.
• Attention to Detail: Commitment to accuracy in documentation and reporting.
• Customer Service Experience: Previous experience in a similar role or environment.

Preferred

• Familiarity with complaint resolution processes.
• Experience working in cross-functional teams.
• Passion for delivering excellent customer experiences.

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