Service Specialist

The-Keyholding-Company; Harlow; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Salary sacrifice pension

Employee Assistance Program

Health cash plan

Team social events

Exercise club

Internal training and development

Job summary

Hollybank Trustees Ltd in Harlow is seeking a Service Specialist to join our 24/7 control room team. You will handle enquiries via phone, email and live chat, book services for clients, and ensure bookings are updated in our in-house system.

The role follows a 4 on, 4 off shift pattern with 12-hour day and night shifts. The ideal candidate is enthusiastic, confident, and eager to grow within a expanding team.

Qualifications

• Exceptional customer service/communication skills (written and verbal).
• Ability to multi-task and assist in meeting clients’ needs and deadlines.
• Ability to tailor your manner and approach depending on the audience.
• Friendly, calm under pressure, organised and methodical.

Responsibilities

• Be the first point of contact for emergencies and bookings via phone, email or live chat and maintain a professional rapport with clients.
• Multi-task and prioritise workload as enquiries come through multiple channels.
• Investigate customer concerns and provide comprehensive responses and incident reports.
• Coordinate with other departments to resolve queries quickly for clients and supplier networks.
• Allocate jobs to the network and drive performance through our bespoke platform and app.
• Maintain high accuracy in data input and communication in a fast-paced environment.
• Support the adoption of tech-driven solutions and participate in digital transformation initiatives.

Skills

Customer service

Multi-tasking

Professional communication

Calm under pressure

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.
• 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.