Customer Experience Advisor

Manchester - Office Based Full-Time Onsite

We are looking for a B2B Quality & Customer Care Advisor to support our business customers across services including intruder alarms, fire detection, CCTV, and access control. You'll deliver high quality customer interactions, manage queries, and help drive continual improvement across service delivery.

What we offer

• Competitive Salary: Reflecting your skills and experience.
• Flexible Leave Entitlement: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.
• Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.
• Comprehensive Benefits: Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
• Exclusive Discounts: With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
• Career Development: Extensive opportunities for growth and advancement.

What you'll do

• Handle customer enquiries via phone and email.
• Support account management and build strong customer relationships.
• Monitor quality and identify improvement opportunities.
• Analyse data and identify trends to enhance the customer journey.
• Work closely with internal teams to resolve issues and improve processes.
• Take ownership of customer queries through to resolution.

What we're looking for Must-Have

• Strong customer service and communication skills.
• Ability to manage multiple priorities effectively.
• Attention to detail and strong organisational skills.
• IT literacy and experience using CRM systems.
• Proactive, team-focused mindset with a passion for improvement.

Nice-to-Have

• Experience with Salesforce.
• Background in quality frameworks or data analysis.
• Experience working cross-functionally.