Job Description

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About us

First Response Group (FRG) is a total security, risk, and facilities management solutions company. We are leading the way with new technologies and training and development to deliver a first-class service to our clients.



What makes us different is our people. Our mission is to motivate, support, and develop our employees by creating a culture of 'inclusion and happiness'. It is vitally important to us that everyone feels part of the team, contributes positively to company development, and shares in our successes.



We are an SIA approved contractor, an ACS Pacesetter, and hold four NSI Gold accreditations.

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About the Role

First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together.


As a Customer Service Coordinator at FRG, you will play a pivotal role in maintaining our commitment to outstanding customer service. This dynamic position involves handling customer inquiries, quality-checking reports sent to clients, managing incoming calls, and collaborating with various departments to facilitate service onboarding across the business.

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Job Opportunity

Managing Customer Enquiries: Handling customer enquiries via phone, email, or in person, and providing accurate information. Resolving Complaints: Addressing and resolving customer complaints in a timely and professional manner. Order Processing: Managing and processing orders, forms, applications, and requests. Internal Coordination: Communicating and coordinating with internal departments to resolve customer issues. Record Keeping: Maintaining records of customer interactions, transactions, comments, and complaints. Feedback and Improvement: Providing feedback on the efficiency of the customer service process and identifying areas for improvement. Training Staff: Training and supporting customer service staff to ensure high standards of service. Policy Implementation: Developing and implementing customer service policies and procedures. Customer Satisfaction: Ensuring customer satisfaction by providing professional support and addressing their needs promptly.
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Essential Skills

Strong customer service skills with excellent communication and phone etiquette. Computer literacy and proficiency in basic software applications. Good organisational skills and effective time management.
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DEI Statement

What makes us different is our people. Our mission is to motivate, support, and develop our employees by creating a culture of 'inclusion and happiness'. It is vitally important to us that everyone feels part of the team, contributes positively to company development, and shares in our successes.