Customer Service Agent

Location & Employment Type

Manchester – Tyco Park | Full-Time | Hybrid Working (2 days/week after 6 months)

Working Hours

Usual Hours: 8:00–17:00, Monday to Friday | Flexibility Required: Between 7:00–19:00 Monday to Sunday

Benefits

• Competitive Salary reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro‑rated in hours)
• Holiday Purchase Scheme: Buy up to 10 extra days – up to 35 days total leave
• Comprehensive Benefits:
  • Pension plan (up to 7% employer match)
  • Life assurance
  • Employee assistance program
  • Referral scheme
• Exclusive Discounts: High street brands, cycle‑to‑work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking
• Dress Down Fridays: Casual attire to wrap up the week

Role Summary

As a Customer Excellence Team Advisor, you'll be the first point of contact for all Land Based Security (LBS) customer interactions, delivering timely and effective support. You'll help uphold our reputation by ensuring transparency and integrity in every customer interaction. Key responsibilities include resolving complaints, collaborating with internal teams, and promoting automated solutions to enhance service efficiency.

Responsibilities

• Handle inbound calls from LBS service maintenance customers, using open questions to understand and resolve their queries.
• Log customer details accurately and provide clear information on additional service costs.
• Raise technical support inquiries and place systems on test to ensure prompt issue resolution.
• Advocate for self‑service solutions, leveraging product knowledge to resolve queries on first contact.
• Build strong relationships with internal teams to resolve issues and elevate concerns when needed.
• Manage customer complaints with active listening and clear communication, ensuring satisfaction.

What We Look For

• A customer‑focused mindset with a proactive attitude.
• Ambition to learn and grow, valuing potential over experience.
• Excellent telephone manner and communication skills.
• Strong attention to detail and proficiency in written and spoken English.
• Familiarity with IT systems and applications.

Nice-to-Haves

• Experience in a call centre or B2B customer service role.
• Background in security or fire detection systems.
• Familiarity with CRM systems and a continuous improvement mindset.
• Strong problem‑solving, time‑management, and multitasking skills.

About Johnson Controls

Johnson Controls, a global leader in thermal management, mission‑critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centres, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters.

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