FAM Administrator SMC Customer Service

Security Monitoring Centre in Nottingham are currently recruiting for an administrator to join their specialist false alarm management (FAM) team based in Nottingham (NG2 3EJ
) on a permanent full-time basis

Since 1931, Security Monitoring Centres (SMC) has positioned itself at the forefront of security monitoring with the continual promise of keeping people safe across the UK and Ireland. We pride ourselves in delivering exceptional service to hundreds of thousands of customers, ranging from monitoring life safety systems, Telecare, Intruder, Fire, CCTV monitoring, Remote Concierge Services and the provision of service management software.

As part of the global API Group, we join a family of organisations including Chubb Fire & Security, where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.

SALARY:£23,809.50 per annum

• 25 days holiday per year (rising to 26 days after 5 yrs)
• Free Onsite Parking – please note this is limited and on a first come, first served basis.
• Cycle to Work Scheme
• Company Pension Scheme
• Life Assurance (4 x Salary)
• A Central Benefits Platform offering a wide variety discounts
• Employee Scholarship Programme
• Bravo scheme:
  Incentivising high achieving employees
• Ongoing training & development

The main goal of this role is to provide administrative support to help resolve false alarm activations, working with both the customer and the regional Police centres to update and maintain activation records. You will effectively maintain the lifecycle of the Unique Reference numbers provided by the Police, in relation to alarm system responses.

You will:

• Manage email requests from both internal & external customers
• Act as the first point of contact for the Police and take ownership of queries
• Proactively manage false alarms in line with NSI requirements for Security and CCTV monitoring
• Process all customer, engineer and Police force documents accurately and in line with service levels as required
• Maintain customer job files, ensuring that all necessary information is accurately recorded, to ensure that full customer history and data is readily available
• Take calls primarily from customers, Chubb branches, National coordinators and the Police
• Maintain police audit data and documentation

Working Hours:37.5 hours per week | Monday to Friday | 9am-5pm | Fully Office Based

You will be a strong communicator, with a passion for delivering exceptional customer service.

• Possess previous administration or data entry experience
• Have a good level of IT literacy, especially Microsoft Word, Excel, Outlook and Teams
• Be dedicated to delivering an excellent customer service experience
• Be proactive, able to prioritise workloads
• Have excellent attention to detail
• Work well in a team as well as on own initiative

If this sounds like you, send us your application today!

Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.