Quality&CustomerCareAdvisor

## **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 #LI-MS2 #LI-Onsite