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We are looking for someone who has a proven track record in customer service, ideally with a background in security services within the alarm industry. The ideal candidate will be confident and capable of troubleshooting and working with field engineers, with a strong knowledge of managing spreadsheets and databases.
Please note this role is Monday - Friday, 9am - 5pm. It can be offered on a hybrid basis after initial training, to be discussed with the line manager.
Duties
Technical Support
1. Provide technical support to customers and engineers to troubleshoot alarm systems, CCTV, access control, personal protection devices, and apps.
2. Program devices, apps, and conduct fault diagnostics for monitored systems.
3. Understand IT solutions and discuss technical options to find the best customer solutions.
4. Program software according to customer specifications.
5. Prepare technical reports and discuss findings with clients.
6. Complete remote and on-site training for technical solutions and support helpdesk issues.
7. Retrieve media from body-worn cameras and CCTV systems.
8. Coordinate with senior management and IT for new software testing and integration.
9. Manage SIMs for equipment, including usage and billing.
10. Upsell monitoring products to customers.
11. Assist with transferring monitoring services from competitors, reading technical documentation accurately.
12. Train engineers on remote systems access and usage.
Financial Responsibilities
1. Possess strong numeracy skills and knowledge of credit and billing systems.
2. Manage monthly and ad hoc invoicing and reporting.
3. Reconcile supplier invoices and prepare payments.
4. Raise credits and purchase orders.
5. Collaborate with finance and management to report on alarm center finances.
6. Work with credit control to secure payments and manage customer billing queries.
7. Order equipment and services, and handle invoicing.
8. Apply for police URNs for account management.
9. Perform credit checks and set up new customer contracts with proper reporting.
10. Analyze pricing and market competitors, providing reports to senior management.
11. Work with business development and legal teams on new business proposals and responses.
Training and Customer Support
1. Build relationships for training delivery both remotely and on-site.
2. Maintain and develop customer relationships, supporting retention and sales leads.
3. Support the customer support department and manage customer accounts.
4. Handle inquiries, complaints, and ensure excellent customer care.
5. Set up and review customer accounts, including contracts and billing.
6. Coordinate bulk transfers, equipment, and service requirements.
7. Update databases and produce KPI reports.
8. Participate in audits and evaluations of services.
9. Train staff in customer support processes.
10. Adhere to G4S policies, standards, and health & safety requirements.
Other Duties
Perform any additional duties as required by the company.
General Responsibilities
* Show courtesy and respect to colleagues, clients, and the public.
* Manage time effectively and prioritize tasks.
* Maintain high accuracy, attendance, and task completion standards.
* Comply with policies and legal requirements, including no smoking and safety policies.
* Uphold the company's commitment to equal opportunities and personal accountability.
Note: Responsibilities may evolve; staff are expected to adapt and perform other duties as needed.
Essential Criteria
* Possess a CCTV SIA license or be willing to undertake training.
* Strong numeracy and literacy skills, with testing if required.
* Proven technical experience in alarm/security industry or similar.
* At least 5 GCSEs including English and Maths at grade C or above.
* Excellent administration and IT skills, including Office/Google Workspace.
* Ability to discuss technical solutions confidently.
* Methodical, independent, and professional working approach.
* Strong communication, organizational, and time management skills.
You will need to complete an application form, and the recruitment process includes interviews and screening to BS7858 standards. Due to industry requirements, some security and compliance questions will be asked, to be completed once.
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