Customer Service Advisor - Triage Orders

Job Reference

JE-68

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

12/02/2025

Job Location

Chadderton

Job Postcode

Salary Benefits

Job Description

JOB TITLE: Customer Service Advisor – Central Support

BUSINESS UNIT/DEPARTMENT: Centre Service Team

LOCATION: Chadderton

REPORTS TO: Team Leader

RESPONSIBLE FOR: N/A

ROLE PURPOSE:

To deliver exceptional customer service as part of a dedicated Social customers contact team, provide clear communication and deliver an excellent customer journey. Ensure quotations, orders, bookings, variations, changeovers, completions and invoicing are accurate and completed in a timely manner. Provide support function to sales, operational, masterdata and finance teams.

LEVEL/GRADE :

DATE: March 2023

Key Accountabilities & Activities

  • First point of contact for customers responding within agreed timescales and delivering customer expectations to keep their properties safe and secure
  • Working closely with colleagues throughout the business providing daily support where required
  • Develop and maintain an excellent knowledge of all the products and services offered by VPS
  • Capture all customer sales, site and billing contact names, addresses and phone number
  • Record the accurate customer account and suboffice for each individual customer request
  • Understand and record accurate customer scope of works
  • Accurate administration of quotes, customer purchase orders, order variations, changeovers and order completions
  • Real time customer updates for all required stages via portals, emails or phone
  • Adherence to “No PO No Work” customer list
  • Recording all outbound communications history and customer responses on our systems
  • Effective escalation of issues where appropriate to ensure customer request is resolved
  • Effective complaints resolution adhering to company process
  • Effective communication with internal and external stakeholders
  • Effective prioritisation and time management
  • Supplying product and service literature to customers
  • Ad hoc duties as and when required by the business

Key Outputs/Metrics

  • Speed of response
  • Accuracy of administration
  • Performance
  • Relationship management
  • Phone etiquette
  • Email etiquette
  • Customer service

Essential/Desirable qualifications and experience and personal attributes

Essential:

  • Understanding the factors that influence customer satisfaction and the importance of consistently delivering outstanding service to enhance our customer experience
  • Strong customer service experience in a fast-paced environment
  • Ability to work in partnership with colleagues throughout the business to enhance customer journey
  • Strong interpersonal and communication skills - oral, written and listening
  • Excellent organisational skills with the ability to prioritise daily tasks and good multi-tasking skills aligned to role needs
  • Able to work under pressure and to tight deadlines
  • Competent in the use of Microsoft products

Desirable:

  • Experience in providing end-to-end customer support
  • Knowledge of security industry with specific focus on vacant property solutions