Customer Service Advisor

Spy Alarms are a leading security company based in the South-East. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the "family feel" culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.

ROLE SUMMARY

Reporting to the Team Leader, the Customer Service Advisor is the primary point of contact for customers requiring reactive support following a fault, system issue or service concern.

The customer Service Advisor owns and coordinates the customer journey from first contact through to resolution, ensuring customers receive timely updates, clear communication and confidence that their issue is being actively managed.

Working closely with Controllers, Engineers, Technical Support and other operational teams, the coordinator ensures that fault cases are accurately logged, appointments are arranged efficiently, and customers never feel passed between departments.

The role requires strong customer service skills, attention to detail and a commitment to taking ownership of cases from start to finish.

MAIN RESPONSIBILITIES

Customer Service Advisors are the voice of reassurance when a customer experiences a fault or service issue.

They reduce customer anxiety through ownership, communication and proactive case management, ensuring every customer feels listened to, informed and supported throughout their journey.

Areas of responsibility

• Take ownership of customer issues from first contact through to resolution
• Be the main point of contact for customers, keeping them informed throughout
• Ensure customers never feel passed between teams
• Handle inbound calls and emails relating to faults and service issues
• Gather the right information to help diagnose issues and book the correct engineer
• Maintain accurate and detailed customer records within Dynamics
• Proactively manage open cases and support the resolution of outstanding work
• Book appointments efficiently, considering customer needs and operational requirements
• Provide clear and comprehensive notes for engineers and Controllers
• Support Controllers in delivering excellent customer service and operational performance
• Order and track parts required for engineer visits
• Support the progression of small works opportunities identified through service visits
• Deliver a high level of service to all customers, with particular focus on Platinum and Gold accounts

KEY PERFORMANCE MEASURES

Return visits and first-time fix rate

% Free of Charge visits

Inbound and Outbound Call Performance

Abandoned call rate

Case ownership and resolution

Aged work orders

Small works conversion support

Quality of case notes

EXPECTED BEHAVIOURS

• Customer-first mindset
• Strong ownership and accountability
• Calm under pressure
• Excellent communication skills
• Strong attention to detail
• Proactive approach to problem solving
• Collaborative team player

In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.

BENEFITS

• Pension
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• BUPA employee assistance program
• Career progression opportunities
• Company sick pay
• Rewards & recognition programmes
• Ongoing training
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• On-site parking
• Referral programme

Hours and other details about the job:

This is an office-based role with standard hours of 8.30am-5.00pm Monday - Friday and some flexibility to manage any task in hand.

NSSA Security Screening is required for this role.