WELCOME TO GLOBAL

We provide solutions from standards, experience and technology, that create seamless interaction within the environments of our customers, to satisfy their needs today and tomorrow.
Global Fire and Security Systems are an independent company established in Nottingham since 1999. We have since developed into market leaders in providing quality product solutions throughout the fire and security marketplace nationwide.
Thanks to a combined wealth of knowledge and experience between our directors, Global have become industry experts in the design, installation, commissioning and maintenance of fire safety, fire suppression and security systems.
Due to continued growth and market development, we are now seeking to appoint a Customer Services Cluster Manager, to be based at our Head office in Nottingham, at the prestigious NG2 Business Park.

KEY ACCOUNTABILITIES

• Improve customer service experience, create engaged customers and facilitate organic growth
• Ensure customer statuses are reflective of field activities real time, including maintaining the customer’s portal and the company’s database
• Take ownership of customers issues and follow problems through to resolution
• Develop, maintain, and optimise service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports, to determine action for achieving required KPI and SLA performance
• Determine and control resources and utilise assets to achieve qualitative and quantitative targets
• Recruit, mentor and develop team members; and nurture an environment where they can excel through encouragement and empowerment
• Conduct performance management and maintain high levels of morale, through an appraisal programme, objective setting, regular 1:1 reviews and team meetings
• Hold regular team meetings, generate team and individual feedback in respect to process and service improvements
• Timely completion of general housekeeping activities

THEN WE WOULD LOVE TO HEAR FROM YOU, SEND US YOUR CV USING THE LINK BELOW.

Excited about the role, but your experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification.
We are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across our business

The Service Desk is a busy department which assists with the planning, scheduling and administration associated with all Global’s maintained service contracts, including responding to and dispatching emergency callouts our clients may have. Once our Engineers have attended jobs, our case management system and the client’s portals need updating so an invoice can be produced and circulated to the client.
The role of Cluster Manager is responsible for providing effective management of a team of Customer Service Administrators and the smooth running of its systems and functions. The goal is to keep the team & department running in an efficient manner, to increase customer satisfaction, loyalty and retention, and to meet their expectations.