Customer Support Advisor (Alarm Receiving Centre)
Newcastle, Tyne and Wear, United Kingdom
3d ago



Salary : £19,000 pa - £ 22,000 pa Basic + up to £1,200 pa Performance & Attendance Bonus

Working Hours : 9-hour shifts

Shift Pattern : 5 on 2 off *Must be flexible with shifts as per business requirements*

Holidays : 29 days annual leave including bank holidays, increasing to 31 days after a years' service

Start Date : Immediate

About Us

We are Verisure, the leading provider of monitored security services that gives peace of mind and protection to residential and small business customers across Europe and Latin America.

Our belief that it?s a human right to feel safe and secure has resonated with over 3 million customers and 18,000+ employees worldwide.

At Verisure customers are our priority : we protect what really matters most to them 24 hours day / 365 days a year by safeguarding their security, their homes, families and small businesses.

Our values and behaviours are meaningful and resonate in each of us, in everything we do, and this is the reason why we have been awarded ?

Contact Centre of the year 2019? (UKCCF)

We?re growing fast, and we need passionate and committed people to join us as we open our new Centre of Excellence in Newcastle.

Duties & Responsibilities

  • Processing Alarms signals received from customer?s premises, reviewing of images, liaising with guard / police / ambulance / fire brigade as part of Monitoring duties
  • Use our verification tools to project our customers? safety
  • Making outbound calls to communicate what is happening during an incident and to ensure customers? security.
  • Making quick and accurate decisions following strict security protocols.
  • Reacting to incidents in a timely manner, meeting recognised NSI performance criteria
  • Receiving Inbound calls from customers and handling their requests
  • Assisting customers with basic technical troubleshooting of issues
  • Preventing false alarms explaining how to use the system and detecting technical issues.
  • Working on ad-hoc projects and activities as required
  • Required

  • Experience in providing excellent customer service.
  • Effective, professional customer handling skills.
  • Customer oriented, genuinely passionate about customers' security and safety.
  • A polite, friendly and informative telephone manner.
  • Ability to multitask effectively whilst keeping a high level of service quality.
  • Proactive and able to follow strict protocols accurately.
  • Accurate data capture and typing skills.
  • Excellent communication skills with problem solving aptitude.
  • A very supportive and selfless team player.
  • Competent IT and Microsoft Office skills.
  • A thirst for learning and being challenged in a dynamic, fast paced environment.
  • Ability to show patience, empathy and compassion.
  • Desired

  • Worked in a call centre environment
  • Experience / knowledge in security
  • Benefits

  • 29 days annual leave including bank holidays, increasing to 31 days after a years' service
  • Career Progression (performance based), with a business that is rapidly growing
  • Free Fruits, Tea, Coffee, Hot Chocolate.
  • Pension
  • Free parking
  • Perk box discounts
  • Employee alarm discount programme (after completion of probation)
  • Free sport facilities (3 tennis court, 7-a-side football pitch, Netball court).
  • Free bike hire.
  • Dedicated transportation to nearest Metro station.
  • Discount on regular buses.
  • Discounts at local restaurants, attractions and retail outlets.
  • Dedicated BBQ appliances for 30£.
  • On site nursery from £53.7 / day.
  • Quorum Q card

    Join the Verisure family and Be you, Be more, Be Verisure!

    Apply now and begin the journey towards a fulfilling career path.

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