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Customer Service Advisor

Location: Newcastle

Salary: 19,000-22,000

Job Type: Permanent

Job ID: 169021




Salary: £19000 pa £ 22,000 pa

Working hours: 9 hour shifts 4 and/or 2 off basis

Holidays: 29 days. This includes bank holidays



We are Verisure, the leading provider of monitored security services that gives peace of mind and protection to residential and small business customers across Europe and Latin America.

Our belief that it’s a human right to feel safe and secure has resonated with over 3 million customers and 18,000+ employees worldwide. 


At Verisure customers are our priority: we protect what really matters most to them 24 hours day / 365 days a year by safeguarding their security, their homes, families and small businesses.


Our values and behaviours are meaningful and resonate in each of us, in everything we do, and this is the reason why we have been awarded “Contact Centre of the year 2019” (UKCCF)


We’re growing fast, and we need passionate and committed people to join us as we open our new Centre of Excellence in Newcastle.


What you will be doing

  • Provide excellent customer experience front line support and technical issues within our busy inbound customer service team

  • Handling a variety of customer queries and technical troubleshooting

  • Answer customers’ queries by phone, email or letter on how to use the alarm system or providing technical support within our agreed response times.

  • Inform and explain customers about alarms triggers, services ongoing or any other information about the alarm system and the apps to ensure their security.

  • Assist customers regarding invoices and taking payments over the phone

  • Answer customers’ emails and send them the required information (invoices, direct debit form, general queries etc.).

  • Make outbound calls when needed to update customers on their needs.

  • Ensure First Call Resolution at any time in any communication channel (phone, emails and letters)

  • Update relevant information in our customers’ records (Comm. logs)



What we’re looking for

  • One-year experience in customer support/call centre environment.

  • Customer oriented, genuine passionate about customers' security and safety.

  • Ability to multitask effectively whilst keeping a high level of service quality.

  • Proactive and work effectively and efficiently.

  • Telephone and typing skills.

  • Ability to talk to customers without using a script/pop up,

  • Excellent communication skills with problem solving attitude.

  • Like working in a team and you are a team player.

  • Have computer and MS office skills.

  • Love learning in a dynamic and challenging environment.

  • Ambitious and willing to accept new challenges.


Our benefits

  • 29 days holiday (including bank holiday) increasing to 30 (incl. bank holidays) after a year’s service.

  • Career Progression (performance based), with a business that is rapidly growing

  • Free Lunch Friday!

  • Free Fruits, Tea, Coffee, Hot Chocolate.

  • Health Insurance

  • Pension

  • Free parking

  • Perk box discounts

  • Employee alarm discount programme (after completion of probation)

  • Free sport facilities (3 tennis court, 7-a-side football pitch, Netball court). 

  • Free bike hire. 

  • Dedicated transportation to nearest Metro station. 

  • Discount on regular buses. 

  • Discounts at local restaurants, attractions and retail outlets. 

  • Dedicated BBQ appliances for 30£. 

  • On site nursery from £53.7/day. 

  • Quorum Q card