£35,000 - £40,000

Orpington

Company Overview

Spy Alarms are a leading security company based in the South-East. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.

Job Purpose:

We have an exciting new role of Customer Service Manager. This reports to the Group Service Director.

The new Customer Service Manager will take a lead in driving efficiency in our contact centre team via our new 8 x 8 VoIP system, automating and streamlining our customer communications as well as managing our Customer Care Team of 4 staff.  The customer care team handles escalated customer complaints and cancellations and works to resolve customer issues and save cancellations. As such, the Customer Service Manager will have unique insight into customer issues and will take a lead in improving customer service across the business. 

Responsibilities:

• Managing the Customer Care team – helping them to resolve customer complaints and concerns and prevent cancellations.
• Setting Service Standards: Establishing and maintaining service standards and protocols to ensure consistency and quality in our customer interactions.
• Process Improvement: Working collaboratively to drive efficiency via our new 8 x 8 VoIP system, identifying and improving processes accordingly and embedding into our customer communications.
• Training and Development: Providing ongoing training, coaching, and feedback to our customer service advisors to improve their skills and performance.
• Monitoring Customer Service Performance: Monitoring team performance metrics such as response times, resolution rates, customer satisfaction scores, and other key performance indicators (KPIs), and taking corrective actions as needed.
• Building Customer Relationships:  Working with the Priority Team Manager to build strong relationships with key customers.
• Customer Feedback Analysis: Analysing customer feedback, surveys, and data to identify trends, patterns, and areas for improvement in products, services, or processes.
• Cross-functional Collaboration: Collaborating with other departments such as sales, credit control, installation, and operations to address customer needs and improve overall customer experience.
• Help develop a customer retention strategy based on data analysis, customer feedback & staff feedback.
• Driving a positive culture and being a positive role model for the department and our business.

Overall, the Customer Service Manager plays a critical role in driving customer satisfaction, loyalty, and retention by ensuring that the customer service team delivers exceptional service and support at every touchpoint.

Key skills and experience:

• +3 years’ experience in an office-based Customer Service Manager position.
• Experience within an automated contact centre using latest technologies to drive efficiency.
• Excellent customer service & communication skills.
• Coaching and staff training experience.
• The ability to analyse data, draw conclusions and implement process changes as directed by the results of the data analysis.
• Strong conflict resolution/negotiating skills.
• Empathy and patience.
• Knowledge/experience of Microsoft Dynamics 365/NPS is an advantage but not essential.
• Knowledge of the Security Industry/systems is an advantage but not essential.
• Car driver desirable (occasional travel to other sites).

About you:

You will have experience in a contact centre, follow latest technological developments in customer communications, whilst remaining passionate about customer service and developing people. You naturally take ownership of issues and seek to improve the customer experience, understanding that key to that journey, is a successful customer service team.

Benefits:

In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.

• Competitive basic salary dependent on experience
• Pension
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• BUPA Health & Safety employee assistance program
• Career progression opportunities
• Staff referral scheme
• Company sick pay
• Rewards & recognition programmes
• Ongoing training
• Company events

Hours and other details about the job:

This is an office-based role with standard hours of 8.30am-5.00pm Monday – Friday.

One day working from home is available after probation.

NSSA Security Screening is required for this role.

Please send your CV to Sue Payne, Recruiter - recruitment@spyalarms.co.uk

Based in Sidcup

About Us:

Spy Alarms Ltd is a leading provider of security solutions, committed to delivering peace of mind to our clients through state-of-the-art alarm systems and exceptional customer service. With almost 40 years of experience in the security industry, we have built a reputation for reliability, innovation, and excellence. Our comprehensive range of products includes intruder alarms, CCTV systems, access control, and fire safety solutions, designed to meet the unique needs of both residential and commercial customers.

The Role:

Due to growth, we are seeking a dynamic and motivated In-House Telesales Executive to join our growing team. In this role, you will be responsible for generating sales opportunities, managing customer relationships, and supporting our field sales team to drive revenue growth.

Key Responsibilities:

Cross Selling: Initiate contact with our existing database of customers to cross sell our
products.

Cold Calling:  Contact potential customers in selected industries to introduce Spy
Alarms, build relationships and generate interest in our security solutions. This activity will often be driven by planned marketing activity so leads will be warm.

Support & Collaboration:  Work closely with field sales to support their sales activities, including booking appointments from your calling activity

Customer Correspondence: Handle email correspondence with customers, manage incoming leads, and make outbound calls to qualify and nurture prospects.

Inbound Calls:  Respond to incoming calls from potential customer campaigns, providing information about our products and services, and guiding them towards a sales survey where appropriate.

Lead Management:  Accurately input and categorise leads from campaigns into CRM, ensuring they are correctly labelled for effective follow-up.

Appointment Setting:  Collaborating with the sales admin team to set appointments for sales surveys within CRM.

Database Management:  Maintain and update our CRM database, ensuring all customer information is accurate, including the addition of new opportunities and general housekeeping tasks.

Activity Reporting: Maintain a detailed activity report to track and follow up on leads,
nurturing them through the sales pipeline until they are converted into opportunities.

Skills & Qualifications:

Experience:  Previous experience in telesales or other sales office environment. High energy and self-motivation are key.

Communication:  Excellent verbal and written communication skills, with the ability
to engage and build rapport with a variety of customers.

Organizational Skills: Strong organizational and time management abilities, with a keen eye for detail and accuracy.

CRM Proficiency: Experience using CRM systems for lead management and database maintenance.

Team Player: Ability to work collaboratively with the sales team and support
their efforts to achieve targets.

Why Join Spy Alarms?

• Competitive salary with attractive commission structure.
• Opportunities for career development and progression.
• Friendly and supportive team environment.
• Comprehensive training on our products and services.

Hours and other Benefits:

• Full-time, in-house role – Monday to Friday 8.30 - 5
• Pension
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• BUPA Health & Safety employee assistance program
• Staff referral scheme
• Company Sick Pay
• Rewards & recognition programmes
• Company events

NSSA Security Screening is required for this role.

If you are a driven individual with a passion
for sales and customer service, and you want to make a real impact in a growing
company, we would love to hear from you!

Contact me now:

Sue Payne, Recruiter, recruitment@spyalarms.co.uk

£36,000 - £48,000 basic doe

Up to £50,000 earnings potential + company vehicle

Location: London and Southeast

About us

It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.

Job Purpose

Our Installation Engineers work in a dedicated Installations team covering London and the Southeast installing Fire Detection equipment, Intruder Alarms, CCTV and Access Control systems. We are seeking experienced Installation Engineers to work on a variety of projects.   

Skills and experience

You must have several years’ experience in the installation of intruder alarms and/or fire detection systems. In addition, experience of installing access control / CCTV is ideal. The following skills/ experience are desirable, pay dependent on skills/experience:

• Installation of Intruder alarms
• Installation of Access control / Door entry systems
• Installation of Fire detection systems

• IP & Analogue CCTV systems with basic networking skills
• Dual Com monitoring
• Knowledge of other types of communication devices
• Conventional & Wireless Intruder Alarm Systems
• Conventional, addressable & Wireless Fire Alarm Systems
• Knowledge of all major brands of Panels & App based systems
• Maintenance of Emergency Lighting
• Familiar with all NSI codes of practice, Installation, Commissioning, Maintenance of all above aspects.
• Knowledge of all current industry standards, EN50131 PD6662, DD243, BS4737, BS8243
• Commissioning

About you

You should also have great communication skills as well as enthusiasm, self- motivation and time-management skills.   A flexible, willing approach is essential.

Benefits

In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.

• Competitive basic salary dependent on experience.

• Engineering commission scheme with earnings up to 10%
• Pension
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• Company vehicle, uniform, all PPE, tools
• BUPA Health & Safety employee assistance program
• Career progression opportunities
• Staff referral scheme
• Company Sick Pay
• Rewards & recognition programmes
• Ongoing training
• Company events
• Company vehicle/ fuel card

Hours and Other details about the job:

Our standard hours are 8.30am-5.00pm Monday – Friday but there may be flexibility on this e.g. earlier start/finish times.

The work requires working with ladders at height and can be physically demanding.  A full UK driving license is required for the company vehicle.  You will be travelling to various sites across your area and will need to be flexible. 

NSSA Security Screening is required for this role.

We’d like to hear from you now! Please email me:

Sue Payne, Recruiter at recruitment@spyalarms.co.uk

Looking to apply for this role?

Please send your CV and contact details to recruitment@spyalarms.co.uk and we'll process your application.

Customer Service Administrator

Orpington, Kent 

£24,000- £26,000 per annum + commission earnings

Job Purpose

We seek an experienced Customer Service Administrator to join our expanding, established, and successful Service team.

As a key member of the team, you’ll provide first-class customer service dealing with engineers, customers, contracts, orders, and new business enquiries.

You will be performing vital customer support as well as administrative duties including dealing with a high volume of phone calls and emails.  You will be involved in performing basic resets over the phone, scheduling Engineer’s work, assisting with technical queries, maintenance of orders, providing costings, quotes, stock purchasing, and invoicing. 

About you

We are looking for a competent individual who has excellent communication and IT skills. You will be customer focused, articulate, presentable, enthusiastic, well organized, and have great attention to detail. Ideal candidates will come from a fast-paced service provider-based environment.

Responsibilities:

• Point of contact for customers with queries, complaints, feedback, and requests
• Ensuring timely and professional responses to all incoming and outgoing email correspondence
• Diary management of the engineers and allocating of their jobs
• Providing costings and quotes to customers
• Quoting and ordering parts for jobs
• Invoicing
• Updating systems at all times regarding queries and outcomes
• Manage own workload

Skills:

• Being flexible
• Using initiative
• Communication and listening
• Information technology
• Organisation
• Customer service
• Being confident and focused
• Being professional and courteous
• Resolving problems quickly
• Being thorough and analytical

We are offering:

• Competitive salary dependent on experience
• 23 days holiday plus bank holidays, plus 1 day attendance bonus
• Pension scheme
• Onsite / close free car parking
• BUPA Employee assistance program
• Sick pay scheme
• Staff referral scheme
• Company incentives
• Training and development opportunities
• Hybrid working 1 day per week (after probation)
• Friendly, supportive team environment
• Dress down and Pizza Friday!

Working hours between 8:30 am - 5.00 pm Monday – Friday. 

Interviews are available immediately as we are looking for a successful candidate to be in place asap.   To be considered for interviews please apply right away! email: Sue Payne, Recruiter - recruitment@spyalarms.co.uk

**Please be aware all successful candidates will have to undergo relevant security checks by NSSA standards**

C £36,000 - £46,000 doe

Up to £50,000 earnings potential+ company van

Locations: Kent / South London or North London

About us

It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 55,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.

Job Overview

We are recruiting a new Fire Alarm Service Engineer due to expansion. 

We are seeking an Engineer with 3 + years’ experience to service equipment in commercial properties in Kent and South London. Whilst the work specialises in fire detection servicing, additional experience that would enable you to multitask across security, access control and CCTV systems is advantageous.  We offer on-going training to help you acquire additional skills and qualifications to aid your success.

About You

You should have previous experience in Fire, or Fire and Security as a Service Engineer.  In addition, you should also have great communication skills, as well as enthusiasm, self-motivation and good time-management skills. A full UK driving license is essential.

Skills Required

Ideal skills include:

• We require experience in fire detection equipment to include conventional, addressable & wireless fire alarm systems.
• Knowledge of major brands of panels such as Gent or Vesta & other app based systems is ideal.
• Knowledge of security alarms, access control / door entry systems, IP & analogue CCTV systems is an advantage
• Dual Com monitoring
• Knowledge of other types of communication devices
• Maintenance of emergency lighting
• Familiar with all NSI codes of practice including installation, commissioning, maintenance of all above aspects.
• Knowledge of all current industry standards, EN50131 PD6662, DD243, BS4737, BS8243

Benefits and Rewards

In return, you have the chance to work for a successful, growing NSI gold and BAFE approved company with a great reputation in the fire alarm/security industry.

• Competitive basic salary dependent on experience, plus on call payments
• Engineering Commission scheme with earnings up to 10%
• Pension
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• Company vehicle, uniform, all PPE, tools
• BUPA employee assistance program
• Career progression opportunities
• Staff referral scheme
• Company sick pay
• Rewards & recognition programmes
• Supportive, friendly team environment
• Company vehicle/ fuel card

Other details about the job:

The work requires working with ladders at height and can be physically demanding.  A full UK driving license is required as you will have a company vehicle.  You will be travelling to various sites across your area and will need to be flexible.  Our standard hours are 8.30am-5.00pm Monday – Friday with 1 in 9 weeks on call (additional paid overtime for on call hours).

NSSA Security Screening is required for this role.

If you are interested in the role please contact Sue Payne, Recruiter- recruitment@spyalarms.co.uk

Looking to apply for this role?

Please send your CV and contact details to recruitment@spyalarms.co.uk and we'll process your application.

£36,000 - £46,000 basic doe

£50,000 earnings potential + company vehicle

Locations: London/Greater London or Kent

About us

It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.

Job Purpose

The Security Service Engineer is responsible for servicing and reactive work on Intruder Alarms, CCTV and Access Control systems to customers in the following locations- area 1 Kent or area 2 London - (depending on your location).

Desirable skills

• Intruder alarms
• Access control / Door entry systems
• IP & Analogue CCTV systems with basic networking skills
• Dual Com monitoring
• Knowledge of other types of communication devices
• Conventional & Wireless Intruder Alarm Systems
• Knowledge of all major brands of Panels & App based systems
• Fire Alarm knowledge advantageous
• Maintenance of Emergency Lighting
• Familiar with all NSI codes of practice
• Knowledge of all current industry standards

About you

In addition to technical skills, you should also have great communication skills as well as enthusiasm, self- motivation and time-management skills.  A full UK driving license is essential.

Benefits

In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.

• Competitive basic salary dependent on experience, plus on call payments

• Engineering commission scheme with earnings up to 10%
• Pension
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• Company vehicle, uniform, all PPE, tools
• BUPA Health & Safety and an employee assistance program
• Career progression opportunities
• Staff referral scheme
• Company Sick Pay
• Rewards & recognition programmes
• Ongoing training
• Company events
• Company vehicle/ fuel card

Hours and Other details about the job:

Our standard hours are 8.30am-5.00pm Monday – Friday with 1 in 9 weeks on call (additional payment for on call hours).

The work requires working with ladders at height and can be physically demanding.  A full UK driving license is required for the company vehicle.  You will be travelling to various sites across your area and will need to be flexible. 

NSSA Security Screening is required for this role.

We’d like to hear from you now! Please email me:

Sue Payne, Recruitment Coordinator at recruitment@spyalarms.co.uk

Looking to apply for this role?

Please send your CV and contact details to recruitment@spyalarms.co.uk and we'll process your application.