Service Operative (National Service Bureau) - #1698372

The Vacancy

Secom Plc – Service Operative Role

Full job description

Applicants without relevant experience will not be considered.

Job Location: Leeds

Benefits

• Competitive salary (DOE)

• Office and remote working from home

• Pension scheme

• Aviva health scheme which includes access to Digital GP

• Discounts on health assessments via Nuffield Health

• Life cover

• Employee discount on security for your home

• Employee Discount Scheme, which is applicable to over 900 of the UK’s top retailers, including travel, groceries, gym memberships, utilities and more.

• BUPA Dental Care

• Cycle to work scheme which can save up to 43% on the cost of a bike

We are currently seeking a Service Operative to join our dedicated team at our National Service Bureau in Leeds. This vital role reports directly to our Performance & Development Lead and serves as a primary contact for our valued customers, ensuring their needs are met 24/7.

This is a shift-based role operating on a 4x4 rota, covering both days (7 am - 7 pm) and nights (7 pm - 7 am), providing you with a balanced work schedule.

The Role

• Be the first point of contact: Answer incoming customer calls, respond to emails, and engage with customers via our live chat function, ensuring a prompt and professional response every time.

• Champion customer satisfaction: Deliver outstanding service across all communication channels by effectively addressing customer inquiries, resolving issues, and exceeding expectations.

• Manage service requests: Accurately log and track service requests from all sources (phone, email, live chat) in the SECOM operating system, ensuring all necessary information is captured for efficient processing.

• Optimise engineer schedules: Proactively plan and manage engineers' schedules, ensuring timely completion of service calls outside of standard business hours.

• Collaborate effectively: Work closely with the Call Planner and other team members to ensure seamless service delivery and optimal resource allocation.

• Embrace technology: Utilise the SECOM operating platform to its full potential, leveraging map-based planning and other features to optimise workflows and service delivery.

• Strive for continuous improvement: Proactively identify opportunities to enhance service delivery and efficiency, contributing to the ongoing success of the National Service Bureau.

• Provide administrative support: Perform essential administrative tasks, such as generating reports, managing databases, and processing documentation, to support the efficient operation of the National Service Bureau.

The candidate

• Customer-centric approach: A minimum of one year's experience in a customer service or call centre environment, with a proven ability to provide exceptional customer service.

• Excellent communicator: Demonstrated ability to communicate effectively across multiple channels (phone, email, live chat), building rapport with customers and colleagues alike.

• Tech-savvy: Proficient in using technology and operational platforms to manage tasks, information, and customer interactions efficiently.

• Problem-solver: A proactive and resourceful approach to problem-solving, with the ability to identify solutions and implement them effectively.

• Team player: Ability to work collaboratively within a team environment, contributing positively to shared goals and objectives.

• Highly organised: Demonstrated ability to prioritise and manage multiple tasks effectively, ensuring smooth operations and adherence to deadlines.

• Administrative proficiency: Competent in performing administrative tasks, with strong attention to detail and accuracy.

We actively encourage candidates from all backgrounds to apply for our job opportunities. We are deeply committed to fostering a diverse and inclusive workplace where every individual's unique perspective and talents are not just valued but celebrated.

Job Type: Full-time

Additional pay:

• Bonus scheme

Benefits:

• Company pension

• Cycle to work scheme

• Employee discount

• Life insurance

• Private medical insurance

Schedule:

• Day shift

• Night shift

• Weekend availability

Education:

• GCSE or equivalent (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Leeds LS11 8PR

The Company

SECOM Plc is a leading provider of customised security and fire solutions, and part of the global SECOM Group headquartered in Japan, operating across 22 countries. We are committed not only to protecting people and property, but also to supporting our employees with a strong benefits package, excellent career development opportunities, and access to the SECOM Rewards Programme, which offers exclusive discounts at over 900 UK retailers on groceries, travel, utilities, and more. 

Our commitment extends beyond our people to the planet, with sustainability at the heart of our operations. We’ve earned a Gold rating from EcoVadis for our sustainable practices and are actively working towards achieving net-zero emissions.  

With a 4.3 out of 5 rating on Glassdoor, SECOM is recognised for fostering a positive work environment where employees are valued and supported.

The Benefits

State of the art IT equipment

Discount on Gym Memberships

Documents