Service Specialist (Enfield)

The Keyholding Company; Enfield; On-site; GBP 26,000; Full time

Job summary

A leading security service provider in Enfield is seeking an enthusiastic Service Specialist to support the 24/7 control room team. You will manage customer enquiries via phone, email, and live chat, ensuring excellent service delivery. The ideal candidate will thrive in a fast-paced environment and possess exceptional customer service skills. This role offers a full-time permanent position with a salary of £12.50 per hour, along with training, social events, and opportunities for career development.

Benefits

Internal training and development opportunities

Employee Assistance Program

Health cash scheme

Regular social events

Exercise club

Qualifications

• Exceptional customer service and communication skills (written and verbal).
• Ability to multi-task and meet clients' needs.
• Calm under pressure and organized.

Responsibilities

• Act as the first point of contact managing various customer queries.
• Responsible for customer concerns and conduct investigations.
• Liaise with departments for quick and effective resolutions.

Skills

Exceptional customer service / communication skills

Ability to multi-task

Excellent time management skills

Ability to tailor manner and approach

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 Control Room in Enfield, 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 £12.50 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.