Customer Service Advisor

Johnson Controls; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

An international technology company seeks a B2B Customer Service Advisor in Manchester. This role involves managing service quotes, coordinating bookings, and enhancing customer engagement through effective communication. Ideal candidates should possess excellent organizational skills and experience in customer-focused environments. The position offers competitive salary, flexible leave, and career development opportunities.

Benefits

Competitive Salary

Flexible Leave Entitlement

Holiday Purchase Scheme

Comprehensive Benefits

Exclusive Discounts

Career Development

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Strong resilience, tenacity, and ability to work under pressure.
• Ability to use data and reporting tools for decision-making.

Responsibilities

• Manage service quotes through to confirmed appointments.
• Communicate with customers mainly via phone.
• Collaborate with engineers to resolve scheduling conflicts.
• Identify performance gaps using data.
• Escalate risks to revenue delivery promptly.

Skills

Excellent communication skills

Strong organizational skills

Proficiency in CRM systems

Time management abilities

Job description

What you will do

As a B2B Customer Service Advisor, you’ll help drive revenue by managing service quotes through to confirmed appointments. Acting as the main customer contact, you’ll coordinate bookings, collaborate with field teams, and use data to identify opportunities and ensure a smooth, efficient process. Managing and updating the Service Quote Tool CRM to ensure all KPIs are met.

What we offer

• Competitive Salary:Reflecting your skills and experience.

• Flexible Leave Entitlement: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.

• Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.

• Comprehensive Benefits:Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.

• Exclusive Discounts:With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.

• Career Development:Extensive opportunities for growth and advancement.

How you will do it

• Communicate clearly and professionally with customers, primarily via phone, to confirm appointments and follow up on outstanding quotes.

• Prioritize and manage your workload effectively, ensuring aged and high-value work progresses through the sales journey.

• Collaborate with engineers and field management to resolve scheduling conflicts and ensure all job requirements (permits, RAMS, equipment) are in place.

• Use data and reporting tools to identify performance gaps and revenue opportunities.

• Escalate risks to revenue delivery promptly and follow escalation processes meticulously.

What we look for

Required

• Experience in a fast-paced, customer-focused environment

• Excellent communication and rapport-building skills

• Strong organizational and time management abilities

• Resilience, tenacity, and the ability to work under pressure

• Proficiency in CRM systems and dataa-driven decision-making

Preferred

• Background in inside or field-based sales

• Experience in planning or scheduling roles

• Familiarity with field-based operations and B2B customer engagement

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