Multi-Channel Customer Service Operator

The Productivity Institute, LLC; Newcastle upon Tyne; On-site; GBP 23,000 - 25,000; Full time

Job summary

An established industry player in security services is seeking a Multi-Channel Customer Service Operator to deliver exceptional customer experiences. This role involves assisting customers with technical issues, managing complaints, and ensuring a seamless service experience across various channels. With a focus on customer safety and satisfaction, you will be part of a dynamic team that values diversity and inclusion. Enjoy a comprehensive benefits package, including a birthday off, discounted gym memberships, and private healthcare. If you're passionate about customer service and eager to make a difference, this opportunity is perfect for you.

Benefits

Birthday Off

Onsite Coffee Shop

Discounted Gym Memberships

Private Healthcare

PerkBox Discounts

Employee Referral Rewards

Enhanced Maternity and Paternity Scheme

Discounts on Alarm Systems

Cycle to Work Scheme

Qualifications

• 6 months’ experience in customer service roles.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Provide excellent customer experience and technical assistance.
• Handle customer complaints via email and WhatsApp.
• Ensure First Call Resolution in all communications.

Skills

Customer Service Experience

Excellent Communication Skills

Problem-Solving Attitude

Multitasking Ability

Strong Computer Skills

MS Office Proficiency

Job description

Multi-Channel Customer Service Operator

Location: Newcastle, NE12 8BU

Salary: Starting at £23,000 increasing to £25,000 with role progression plus £1,200 performance-based bonus

Working Hours: 37.5 hours per week

Shift Patterns: 7.5 hr shifts between 8am to 9pm, Monday - Sunday (5 days on, 2 days off)

Holidays: 29 days holidays (increases to 31 days after 12 months’ service) including bank holidays.

Company Overview: Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.

Role Responsibilities:

• Provide excellent customer experience front line assistance and help with technical issues within our busy customer service team.
• Dealing with customer complaints effectively over email and WhatsApp.
• Answer customers’ queries on how to use the alarm system or providing technical help within our agreed service times.
• Assist customers regarding invoices and taking payments.
• Ensure First Call Resolution at any time in any communication channel.
• Update relevant information in our customers’ records.

Skills & Experience:

• 6 months’ experience in customer service including call centre and retail.
• Excellent communication skills with problem-solving attitude.
• Customer-oriented, genuinely passionate about customers' security and safety.
• Ability to multitask effectively whilst keeping a high level of service quality.
• Strong computer and MS Office skills.
• We welcome applications from different experiences including retail and call centre.

Benefits Package: At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:

• Enjoy your birthday off as a special treat.
• Satisfy your cravings at our onsite coffee shop and canteen.
• Stay active with discounted gym and health club memberships.
• Access private healthcare and MediCash cash plan.
• Unlock a world of freebies and discounts with PerkBox.
• Earn rewards through our employee referral program.
• Enhanced maternity and paternity scheme.
• Enjoy discounts on our alarm systems.
• Contribute to a greener lifestyle with the Cycle to Work Scheme.

Diversity and Inclusion: Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow.

Application Process: Please reach out to us if you have any specific requirements throughout the recruitment process; we are happy to help.

Ready to join our team and make your dream job a reality? Apply today and we’ll get in touch!

All employees must complete a DBS check, provided by Verisure to all successful candidates.