Service Operative (National Service Bureau)

TN United Kingdom; Leeds; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

An established industry player is seeking a dedicated Service Operative to join their National Service Bureau in Leeds. This role is pivotal in ensuring customer satisfaction and involves managing service requests while providing outstanding support across various communication channels. With a hybrid work model, employees can enjoy flexibility while being part of a dynamic team. The company offers a competitive salary, comprehensive health benefits, and an inclusive environment that celebrates diversity. If you are passionate about customer service and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

Aviva health scheme

Discounts on health assessments

Life cover

Employee discount on security

Employee Discount Scheme

Cycle to work scheme

Company pension

Private medical insurance

Qualifications

• Minimum of one year's experience in a customer service or call centre environment.
• Proficient in using technology and operational platforms.
• Demonstrated ability to communicate effectively across multiple channels.

Responsibilities

• Answer incoming customer calls and respond to emails promptly.
• Manage service requests and log them in the SECOM operating system.
• Collaborate with team members to ensure optimal service delivery.

Skills

Customer Service

Communication Skills

Problem Solving

Team Collaboration

Administrative Skills

Education

GCSE or equivalent

Tools

SECOM operating platform

Job description

Social network you want to login/join with:

Service Operative (National Service Bureau), Leeds

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Client:

SECOM PLC

Location:

Leeds, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b70bca7a92c0

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Secom Plc – Service Operative Role

Full job description

Applicants without relevant experience will not be considered.

Job Location: Leeds

Competitive salary (DOE)

Office and remote working from home

Aviva health scheme which includes access to Digital GP

Discounts on health assessments via Nuffield Health

Life cover

Employee discount on security for your home

Employee Discount Scheme, which is applicable to over 900 of the UK’s top retailers, including travel, groceries, gym memberships, utilities and more.

Cycle to work scheme which can save up to 43% on the cost of a bike

We are currently seeking a Service Operative to join our dedicated team at our National Service Bureau in Leeds. This vital role reports directly to our Performance & Development Lead and serves as a primary contact for our valued customers, ensuring their needs are met 24/7.

This is a shift-based role operating on a 4x4 rota, covering both days (7 am - 7 pm) and nights (7 pm - 7 am), providing you with a balanced work schedule.

The Role

Be the first point of contact: Answer incoming customer calls, respond to emails, and engage with customers via our live chat function, ensuring a prompt and professional response every time.

Champion customer satisfaction: Deliver outstanding service across all communication channels by effectively addressing customer inquiries, resolving issues, and exceeding expectations.

Manage service requests: Accurately log and track service requests from all sources (phone, email, live chat) in the SECOM operating system, ensuring all necessary information is captured for efficient processing.

Optimise engineer schedules: Proactively plan and manage engineers' schedules, ensuring timely completion of service calls outside of standard business hours.

Collaborate effectively: Work closely with the Call Planner and other team members to ensure seamless service delivery and optimal resource allocation.

Embrace technology: Utilise the SECOM operating platform to its full potential, leveraging map-based planning and other features to optimise workflows and service delivery.

Strive for continuous improvement: Proactively identify opportunities to enhance service delivery and efficiency, contributing to the ongoing success of the National Service Bureau.

Provide administrative support: Perform essential administrative tasks, such as generating reports, managing databases, and processing documentation, to support the efficient operation of the National Service Bureau.

The candidate

Customer-centric approach: A minimum of one year's experience in a customer service or call centre environment, with a proven ability to provide exceptional customer service.

Excellent communicator: Demonstrated ability to communicate effectively across multiple channels (phone, email, live chat), building rapport with customers and colleagues alike.

Tech-savvy: Proficient in using technology and operational platforms to manage tasks, information, and customer interactions efficiently.

Problem-solver: A proactive and resourceful approach to problem-solving, with the ability to identify solutions and implement them effectively.

Team player: Ability to work collaboratively within a team environment, contributing positively to shared goals and objectives.

Highly organised: Demonstrated ability to prioritise and manage multiple tasks effectively, ensuring smooth operations and adherence to deadlines.

Administrative proficiency: Competent in performing administrative tasks, with strong attention to detail and accuracy.

We actively encourage candidates from all backgrounds to apply for our job opportunities. We are deeply committed to fostering a diverse and inclusive workplace where every individual's unique perspective and talents are not just valued but celebrated.

Job Type: Full-time

Additional pay:

Company pension

Cycle to work scheme

Life insurance

Private medical insurance

Schedule:

Day shift

Night shift

Weekend availability

Education:

GCSE or equivalent (preferred)

United Kingdom (required)

Work Location: Hybrid remote in Leeds LS11 8PR