Job Description

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Customer Portal Administrator
Why Marlowe Fire & Security?
As one of the fastest-growing companies in the industry, we pride ourselves on our ability to deliver excellence-from the initial design to long-term maintenance. Our employees are our greatest asset, and we empower them with the tools they need to succeed. With Marlowe Fire & Security, you will enjoy a vibrant company culture, career progression opportunities, and a comprehensive benefits package including a competitive salary, vehicle allowance, and more!

• Competitive basic salary upto 24,603.15
• Royal London Pension
• Life Assurance x4 of Salary

Our Customer Accounts Administrators
Play an essential role in providing an effective and professional service to all our Marlowe Fire & Security customers, acting as a single point of contact for our customers whilst providing excellent customer service as an administrative support to all our accounts.
The role requires a proactive approach and excellent personal interaction with both internal and external customers. effective customer service is provided across all functions within the business, maintaining a professional & courteous approach at all times in line with our "5 Pillars of Success" - Customer relevance, engaged employees, operational excellence, reducing breakeven costs, driving integration synergies.

• Work closely with your assigned accounts and National Account Managers to meet customer expectations.
• Monitor our National Account mailbox, to ensure all emails are acknowledged & responded to within agreed timeframes
• Update client portals and helpdesks in line with specific account instructions
• Ensuring all calls are answered within our SLA
• Review and respond to all customer enquiries, supporting your colleagues as overflow for the call receipt mailbox to ensure all customer requests are raised within our agreed timeframe.
• Liaise with all internal teams to ensure effective response to customers and work completed within SLA
• Escalate any potential risks to the business to your Customer Account Manager & Customer Service Manager

• Processing of sales orders as and when required
• Management of customer queries and complaints through to completion
• Compare data from the customers database and Marlowe database to ensure both systems are aligned
• Responsible for investigating potential closed sites

Requirements:
Who We're Looking For
Marlowe Fire & Security consider our people our greatest asset. All we ask is that every Team Member take pride in what they do and demonstrate commitment to delivering the highest level of service to both external and internal customers. Therefore, in addition to having all the usual attributes of a great Marlowe Fire & Security employee, such as; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team..... For this specific opportunity, we are looking for candidates who offer:

• A Professional business approach
• The ability to work independently and a desire to learn
• Experience of using and updating customer portals
• Excellent administration and computer skills
• Customer focused with the ability to resolve customer queries
• Analytical in approach
• Experience of analysing data using Microsoft Excel, Microsoft Outlook and Microsoft Teams.
• Strong organisational skills
• High attention to detail and The ability to handle multiple priorities with a structured approach

Benefits:
Our Commitment to Attracting, Rewarding & Retaining Talent
At Marlowe Fire & Security, we understand the pivotal role that fair compensation plays in the success of our team. That's why we're dedicated to providing exceptional remuneration packages that not only address the challenges of today's economic landscape, but also include comprehensive benefits and incentives designed to enhance the well-being and prospects of our employees, making their everyday lives more enjoyable and secure.

• Enhanced Pension Scheme - Plan confidently for the future with our Royal London Pension.
• Comprehensive Life Assurance - Enjoy peace of mind with life cover equal to 4x your annual salary.
• Generous Holiday Package - Enjoy paid holidays plus bank holidays, with an extra day added for each full year of service (up to 25 days).
• Referral Bonus Scheme - Earn up to 1,000 for each successful candidate referral - and there's no limit to how many referrals you can make.
• Mental Health & Wellbeing Support - Access dedicated wellbeing resources, tools, and support as part of our employee wellness programme.
• Employee Recognition Programme - Be rewarded and celebrated for your contribution through our structured recognition initiatives.
• Career Growth & Development - Unlock your potential with ongoing training, professional development, and clear opportunities for progression.

A Little More About Marlowe Fire & Security
We proudly operate across the nation, serving a wide range of industries in both commercial and domestic settings. Our goal is to provide fire and security solutions tailored to the specific needs of our customers. Each of our solutions is crafted to meet the unique compliance standards of the industries we serve, helping them ensure site security and protect their teams. We also enjoy the advantage of being part of a larger group within the Fire Protection, Security & Building Management Systems sector. This collaboration allows us to share best practices, access development academies, and leverage Human Resource expertise, all contributing to continuous improvement in this vital service industry.
Our Commitment: We are large enough to provide comprehensive, industry-leading solutions, yet small enough to deliver a personal and caring service to each client.
Our Businesses Include:

• Alarm Communications acl.uk.com/careers
• Clymac clymac.co.uk/careers
• FAFS Fire & Security fafsfireandsecurity.com/careers
• Marlowe Kitchen Fire Suppression marlowefireandsecurity.com/vacancies/
• Morgan Fire Protection morganfire.co.uk/recruitment/
• Marlowe Smoke Control marlowe-aov.co.uk/careers/
• Marlowe Fire & Security marlowefireandsecurity.com/vacancies/

Equal Opportunities
At Marlowe Fire & Security, we cultivate a vibrant, diverse, and inclusive environment where everyone can truly be themselves. We celebrate individuality and believe that a culture of inclusion helps us better serve our customers and innovate as a team. Our commitment to equal opportunities means we're here to support you-if you need any adjustments to fully participate in the recruitment process, just let us know. Together, we can create a workplace where everyone thrives.
Right to Work
Regrettably, we are unable to offer Right to Work Sponsorship.
If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.

Skills Required