Service Specialist

The Keyholding Company; Great Holland; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

Salary £13.50/hour

4 on 4 off shift pattern

Internal training and development

Pension through auto-enrolment (salary

Employee Assistance Program

Health cash plan starting at £1/week

Regular social events

Exercise club

Job summary

The Keyholding Company, the UK's number 1 keyholding and alarm response specialist, is seeking a Service Specialist to join our 24/7 control room team in Harlow. You will handle enquiries via phone, email and live chat, book services for clients and update our in-house system.

We offer a 4 on 4 off shift pattern with day and night shifts, strong training, pension, EAP and health scheme, plus social events. The role is busy, varied and a great way to grow with a growing business.

Qualifications

• Exceptional customer service/communication skills (written and verbal).
• Ability to multi-task and assist in meeting clients' needs and work to deadlines.
• Ability to tailor your manner and approach depending on the audience.
• Excellent time management skills.
• You are friendly, calm under pressure, whilst being organised and methodical.

Responsibilities

• Act as the first point of contact for enquiries from emergency job bookings to complex queries; create a positive and professional image.
• Multi-task and prioritise workload across phone, e-mail and live chat.
• Handle customer concerns, conduct investigations and provide comprehensive responses and incident reports.
• Liaise with other departments to provide quick and effective query resolutions.
• Allocate jobs to the network through performance analysis via our platform and app.
• Maintain high accuracy in data input and communication.
• Support in the implementation and adoption of tech-driven solutions for clients.
• Identify and participate in continuous improvement initiatives and digital transformation.

Skills

Customer service

Multi-tasking

Time management

Communication

Calm under pressure

Organised

Job description

We are the UK's number 1 keyholding and alarm response specialist, disrupting the industry with creative thinking and bespoke technology.

We are looking for an enthusiastic individual with a passion for customer service to join and support the success of our dedicated 24/7 control room team as a Service Specialist.

This role will be based from our Services team in Harlow, incorporating 12 hour day and night shifts, providing an excellent work life balance through a 4 on, 4 off shift rotation. The role involves taking enquiries via phone, email, and live chat, booking services for clients as well as ensuring that the relevant updates and booking are made on our bespoke, in-house system. The ideal candidate will be a confident, outgoing, and enthusiastic individual who is keen to work in an expanding team within a growing business. The company culture is ambitious, fun and provides excellent opportunities to grow your career and to have a voice within the business.

What you get:

• Salary of £13.50 per hour, on a fulltime and permanent contract of employment.
• Excellent work life balance working on a 4on &4off shift pattern (You must be available for both days 07:00-19:00 & nights 19:00 shifts).
• We offer internal training and development opportunities in an excellent working environment.
• Auto-enrolment into our salary sacrifice pension scheme, 24/7 confidential Employee Assistance Program, and a voluntary health cash scheme starting at £1 per week.
• Regular social events, monthly team days, and an exercise club to keep you connected and active.
• Fast paced and exciting role, no two days are ever the same.

You'll be (but not limited to):

• Acting as the first point of contact for the business, managing a variety of different queries from emergency job bookings to complex customer queries; creating a positive and professional image and develop a rapport with clients and supply network.
• You will be required to multi-task and prioritise your workload within your role, as enquires will come via range channels such as phone, e-mail, and live chat.
• You will be responsible for all aspects of customer concerns, conducting investigations both internally and externally, whilst providing comprehensive responses and incident reports for our client base.
• Liaise with other departments to provide quick and effective query resolutions for both our clients and supply network.
• Drive 'best in class' performance from our supply network through our bespoke operational platform and mobile app. You will also be required to allocate jobs to the network through performance analysis.
• Be able to thrive in a fast-paced environment, whilst maintaining high levels of accuracy both in data input and communication.
• Support in the implementation and adoption of tech-driven solutions for our clients.
• Identify and participate in continuous improvement initiatives and to further enhance the digital transformation of the business.

To be considered for this excellent opportunity you must have the following:

• Exceptional customer service/communication skills (written and verbal).
• Ability to multi-task and assist in meeting clients' needs and work to deadlines.
• Ability to tailor your manner and approach depending on the audience.
• Excellent time management skills.
• You are friendly, calm under pressure, whilst being organised and methodical.

Equity, Diversity, and Inclusion matters to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.