Customer Service Advisor - ARC - Appcast Enterprise : Job Details

*** Please note this role follows a rotating shift pattern of 2 days on (07:00-19:00), followed by 6 days off ***

Based in our Customer Monitoring Centre at Salford Quays, Manchester, you’ll be the first point of contact for our customers. Whether it’s handling account queries, providing technical support, or responding to live monitoring needs, you’ll build strong relationships and take full ownership of every enquiry. Working as part of an expert team, you’ll receive continuous training, cross-skilling opportunities, and career progression support, enabling you to build a rewarding future with a leading brand in a secure and growing industry.

What we offer

• Comprehensive benefits package, including pension, life assurance, employee discounts, and employee assistance program

• Paid annual leave

• Outstanding product and on-the-job training with extensive resources

• A supportive and collaborative team environment

• Career progression opportunities through various pathways

• A strong focus on safety through our Zero Harm policy

• Access to our business resource groups

How you will do it

• Follow a rotating shift pattern of 2 days on (07:00-19:00), followed by 6 days off

• Handle live alerts from customers’ security and fire systems

• Liaise with Police and Fire Control when necessary

• Manage customer service calls, ensuring adherence to company procedures

• Provide operational advice to customers regarding their security systems

• Schedule engineer visits and coordinate with customers and engineers on appointments

• Input accurate information into computer systems

• Attend all required company training sessions

• Maintain customer confidentiality at all times

What we’re looking for

Required:

• A customer-focused mindset with a proactive attitude

• Alignment with our company values

• Strong ambition and a willingness to learn—extensive experience isn’t essential, as we support employee development

• Excellent telephone manner and strong attention to detail

• Fluent spoken and written English, with IT literacy

Preferred:

• Previous experience in a contact centre or customer service environment

Join us in delivering exceptional service and making a real impact in a growing industry!

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