Customer Support Advisor – Salford Quays

  • Job Title : Customer Support Advisor – Salford Quays
  • Position Reports to : Customer Support Lead
  • Contact : recruitment@marlowe-group.com
  • Based : Salford Quays

Job Purpose Summary

Act as single point of contact for customers and provide administrative support for your accounts from end to end. The role requires a proactive approach and excellent personal interaction with all departments within the business.

Key Responsibilities & Accountabilities

  • Retrieve all phone and email messages and process accordingly
  • Dealing with specific account contracts
  • Produce and maintain client specific maintenance schedules and upload charges
  • Update client portals and help desks in line with specific account instructions
  • Processing of orders to ensure all work is carried out and invoices
  • Proactive approach to management of customers work load
  • Cost & Close all jobs for invoicing in accordance with customer requirements
  • Review and respond to invoice queries
  • Liaise with all internal teams to ensure effective response to customers and work completed within SLA
  • Submission of customer reports where required
  • Effective communication with internal and external customers

Person Specification

  • Personality – Energy, Drive and Enthusiasm
  • Good telephone manner with colleagues and customers
  • Ability to work in a team and on own initiative
  • Previous customer service experience
  • Attention to detail
  • Good team player
  • Be respectful to others – Customers, Colleagues, Managers, Directors
  • Excellent time management and communication skills
  • Self motivated
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Bid & Marketing Coordinator – Salford Quays

  • Job Title : Bid & Marketing Coordinator – Salford Quays
  • Position Reports to : Divisional Commercial Director
  • Contact : recruitment@marlowe-group.com
  • Based : Salford Quays

Job Purpose Summary

The purpose of the role is to support the Division’s Bid and Marketing strategy, establishing the brand and supporting in the acquisition of business transformational maintenance and monitoring sales.

The role will include support in the generation and delivery of specific marketing campaigns and initiatives, while assisting in the development of all vertical sector business development campaigns and bid activity.

The ideal candidate will possess a keen eye for detail, creative writing skills, excellent time management, a can do, self motivating attitude and works well in a team.

The role is within a fast growing business where there are many opportunities to learn and develop a career in areas including but not limited to marketing, copy writing, bid management, estimating, sales strategy and business development.

Key Responsibilities & Accountabilities

  • Bid Management:
  • Work alongside the Bid Manager and Business Development Team to generate and win new business
  • Professionally source opportunities
  • Accurately complete pre-qualification questionnaires and approved supplier questionnaires
  • Support in generating quality and commercial (costing) responses to tenders and proposals
  • Maintain and continuously develop a ‘Tender Library’ of key company information
  • Dealing with any ad hoc project or duties the Bid Department considers reasonable
  • Marketing:
  • Internal and External Comms Delivery
  • Campaign development and delivery
  • Input on websites, social media, SEO and PPC
  • Support and development of brand collateral
  • Graphic Design support and input on creatives
  • Support on corporate event management
  • Undertake extensive market research to influence strategy
  • Enforcing brand guidelines, communication policies and procedures
  • Portal development

Person Specification

  • Required:
  • Willingness and ability to learn
  • 2:1 or Higher Degree in relevant / transferable subject
  • Good excel skills with the ability to quickly learn advanced estimating techniques
  • Excellent communication skills (particularly written prose)
  • Energy, Drive and Enthusiasm
  • A good work ethic
  • Experience of managing multiple projects with time-critical deadlines
  • Ability to persuade, influence and challenge in a constructive manner and identify appropriate solutions
  • Understanding of commercial b2b sales process and marketing
  • Strong organisational skills and attention to detail
  • Confidence to work with Senior Managers
  • Proficiency with all Microsoft Office applications
  • Strong administration skills
  • Capable of working on own initiative
  • Desirable:
  • Advanced excel skills
  • Experience of Adobe Photoshop / Adobe Illustrator / Adobe InDesign and/or similar design packages
  • Previous experience of WordPress or similar website management tool
  • Proficient use of social media
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Senior Credit Control Manager – Salford Quays

  • Job Title : Senior Credit Control Manager – Salford Quays
  • Position Reports to : Divisional Finance Director
  • Contact : recruitment@marlowe-group.com
  • Based : Salford Quays

Key Responsibilities & Accountabilities

  • Overall management of the Credit Control function
  • Effective performance management of credit controllers ensuring effective communication and direction with regular team meetings and performance reviews
  • Lead, train, coach and motivate staff to effectively develop them
  • Targeting 90+ day collection issues on National and SME accounts, working with Account Managers and Customer Support team to reduce aged debt
  • Achieving monthly individual and team cash collection targets
  • Ownership and responsibility for weekly credit reporting
  • Develop and maintain a highly pro-active Credit Control cycle through to final account resolution and disputes resolution
  • Achieving Debtor Day Target by reducing overdue debt
  • Responsible for opening new Customer Accounts, performing credit checks and setting credit limits
  • Assess credit of existing Customers / authorising & removing STOP status
  • Record and maintain accurate chase history of Customers Accounts
  • Collating account history/ documentation for commencement of legal action and developing relationships with legal advisers
  • Initiation & follow up of legal action to progress Credit Control activity
  • Building and maintaining effective relationships with the Company’s Clients and Customers
  • Review and develop all internal Credit Control processes and policies, initiate and manage change
  • Review, lead and support Credit terms and conditions, negotiating payment profile and the minimising of bad debt
  • Provide monthly analysis for Senior Management and the Board of Directors

Person Specification

  • Previous Credit Control and staff management experience is essential
  • Previous experience of working within a dynamic and fast moving environment
  • Experience of dealing with high volume, low value transactions
  • A proven track record of clearing up aged debt issues and queries due to price, purchase order, missing paperwork etc
  • Knowledge of Facility Management Company and National Account customer base with different portals and invoicing processes
  • Strong business acumen and Ideally ICM progressive
  • Process mind set with track record of implementing root cause fix
  • Self motivated with the ability to motivate others and bring out the best of a team
  • Excellent negotiation & influencing skills
  • Excellent ability to build and retain relationships at all levels internal and external
  • A working knowledge of the legal systems regarding debt collection
  • A confident communicator with the ability to converse at all levels
  • Experience of Sage and Cash4Windows is advantageous although not essential
  • Experience of working within a large Service based business
  • Proficient in excel spreadsheets specifically pivot table functionality
  • Proactive thinker with Flexibility and the ability to go the extra mile.
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Business Development Manager – South East/London

  • Job Title : Business Development Manager – South East/London
  • Position Reports to : Sales and Marketing Director
  • Contact : recruitment@marlowefireandsecurity.com
  • Based : Cover South East/London

Job Purpose Summary

To professionally represent the Company’s brand and successfully sell all the Company’s products and services into national, multi-site businesses throughout the United Kingdom, ensuring achievement of an agreed sales target.

Key Responsibilities & Accountabilities

  • To prospect for new customers through personal development, cold calling, canvassing, marketing, referrals and tender opportunities
  • To attend sales appointments with a view to selling all the Company’s products and services
  • To achieve monthly activity and target objectives
  • Develop successful national sales opportunities to required level and handover to National Account Manager
  • Collate appropriate information and ensure all correct documentation utilised to pass to the mobilisation team
  • To provide activity and order reports as required
  • To represent the Company in a professional manner at all times
  • Constant attainment of agreed targets
  • Be continually aware of the changes in legislation & product development
  • To develop a pipeline of opportunities to support your order target
  • To liaise with the bids team bringing a consistent level of quality tender opportunities to support your order target
  • Review and manage sales forecasts on a monthly basis
  • Identify target accounts for new business generation within assigned sectors
  • Develop account strategies to maximise sales opportunities with assigned sectors

Person Specification

  • You will have excellent communication skills
  • You will have a good level of experience of the fire & security industry and an understanding of relevant British Standards to be able to confidently negotiate maintenance and monitoring contracts
  • Activity Driven (with a Hunter Approach)
  • You will be a self-starter and highly motivated to generate your own opportunities
  • You will utilise any pre-existing contacts to generate business opportunities
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Major Account Manager – National

  • Job Title : Major Account Manager – National
  • Position Reports to : Head of Major Accounts
  • Contact : recruitment@marlowefireandsecurity.com
  • Based : Home Based - Covering National

Job Purpose Summary

To professionally represent the Company’s brand and successfully manage the Company’s Key Accounts. Ensuring customer retention and development, whilst achieving effective customer service. Increase RIF base ensuring future and increase installation turnover.

Key Responsibilities & Accountabilities

  • Customer Account Development Plan to assess customer potential
  • Increase Customer liaison to ensure a high level of customer service and satisfaction
  • Manage Key and Strategic Accounts within the your set area
  • Effectively manage the customer expectations
  • Ensure KPI’s are achieved
  • Collate appropriate information and ensure all correction documentation
  • To represent the Company in a professional manner at all times
  • The constant attainment of agreed targets
  • Be continually aware of the changes in legislation & product development

Person Specification

  • Personality – Energy, Drive and Enthusiasm
  • Consistently achieve sales, revenue and margin targets
  • Excellent communication skills
  • Activity Driven (with a Hunter Approach)
  • Identify target accounts for new business generation
  • Develop account strategies to maximise sales opportunities
  • Ensure optimum cross selling activity
  • Ensure the client is given the highest possible level of customer service
  • Provide reliable sales forecasts to the Sales Manager on a weekly basis
Apply Now

Credit Controller – Manchester

  • Job Title : Credit Controller – Manchester
  • Position Reports to : Credit Control Manager
  • Contact : recruitment@marlowefireandsecurity.com
  • Based : Salford Quays, Manchester

Key Responsibilities & Accountabilities

  • Achieving monthly individual and team cash collection targets
  • Achieving Debtor Day Target by reducing overdue debt
  • Chasing customers via telephone, letter and e-mail
  • Processing online Credit Card payments
  • Bank Reconciliations
  • Posting of payments and allocation on customer accounts
  • Responsible for opening new customer accounts, performing credit checks and setting credit limits
  • Assess credit of existing customers/ authorising removal of STOP status
  • Liaise with customers and internal departments to resolve queries in a timely and professional manner
  • Record and maintain accurate chase history of customers account
  • Issuing statements/ copy invoices
  • Collating account history/ documentation for commencement of legal action
  • Opening and distribution of all incoming mail and issuing of Department out going mail
  • Supporting the Credit Control Manager in maintaining the Department as a support function of the business
  • Any other ad hoc task as and when required

Person Specification

  • Personality- Energy, Drive and Enthusiasm
  • Proficient in excel spreadsheets
  • Professional and organised
  • Good telephone manner
  • Computer literate
  • Experience of Sage Line 200 & Cash4Windows preferred
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Fire and Security Service Engineer – Vacancies in London and Bristol

  • Job Title : Fire and Security Service Engineer – Vacancies in London and Bristol
  • Position Reports to : Lead Engineer
  • Contact : recruitment@marlowe-group.com
  • Based : Home Based

Job Purpose Summary

A self managing multi disciplined Fire and Security Service Engineer role to cover the designated areas within the designated region. The role of a multi disciplined Fire and Security Service Engineer is to respond to call outs, install, service and maintain CCTV, Access Control, Intruder and Fire Alarm Systems. To work as a team with colleagues, Lead Engineers and Regional Service Managers to enhance the Company’s reputation with regards to quality and customer service.

Key Responsibilities & Accountabilities

  • Maintain Fire and Security Systems in line with current standards and customer requirements
  • Respond to demand service calls on all types of fire and security systems in line with current standards and customer requirements
  • Plan and implement routine and demand call visits for your area
  • Effectively communicate with our customers to ensure a full understanding
  • Able to work on own initiative
  • Be responsible for the management and security of own equipment stock in an efficient and economical manner by determining stock levels in relation to work activities and ordering stock items as and when appropriate
  • Attend training sessions as required and identify and communicate with Line Manager any personal training and development needs
  • Assist colleagues as and when required
  • Hold a full Driving Licence
  • Hold a valid Passport (Current)

Person Specification

  • Personality – Energy, Drive and Enthusiasm
  • Technical background in the electrical / electronic industry
  • Good all round knowledge of Fire and Security Systems
  • Experience of front line customer contact preferred
  • Excellent organisational skills
  • Professional and presentable at all times
  • Be able to deliver exceptional customer service
  • Must be able to perform well as an individual as well as part of a team
  • ACE – Attitude, Commitment & Effort key to progression
Apply Now

ARC Operator (Grade 1) – Birchwood

  • Job Title : ARC Operator (Grade 1) – Birchwood
  • Position Reports to : ARC Manager
  • Contact : recruitment@marlowe-group.com
  • Based : Birchwood

Job Purpose Summary

Working as part of a team to deliver exceptional CCTV & alarm monitoring services to our customer base:

  • Handle & verify incoming CCTV alarms in a timely manner
  • Respond to incoming Fire & Intruder alarm signals
  • Adhere to ARC procedures
  • Assist the ARC team in delivering industry alarm response targets
  • Answer incoming telephone calls as required within 15 seconds
  • Provide a professional response via telephone to our customers (external & internal) & to all emergency services.
  • To ensure integrity, accuracy and confidentiality of all information gained by working knowledge with the ARC
  • Provide remote engineering assistance as and when required
  • To provide an exceptional CCTV & Fire / Intruder alarm monitoring service
  • To provide excellent customer service to both internal and external customers

Key Responsibilities & Accountabilities

  • To adhere to all company policies & procedures
  • To work in an efficient manner and assist the team in achieving set performance targets
  • Liaise with Police & other agencies when required
  • To record all events and actions taken in a clear, legible and accurate written format
  • To provide an efficient & courteous response to all telephone calls and other communications both internally and externally
  • To report any ARC equipment failures to the duty Team Leader
  • To keep your work environment clean and tidy
  • To adhere to all ARC rules and compliance with BS5979, BS8418 & ISO9001:2008
  • Maintain a valid SIA Front Line CCTV Licence
  • Information Management:
  • To maintain information security in accordance with the Data Protection Act
  • Ensure the accuracy of data you directly input or record
  • Work Setting and Assessment:
  • The duty Team Leader will set the work on a daily basis but you will be expected to manage your own workload. You will be expected to work unsupervised to a degree after a suitable period of training. Control Room staff will be assessed on a number of Key Performance Indicators (KPI’s):
  • Timekeeping / Absence / Shift Cover
  • Disciplinary Record
  • Teamwork / General attitude
  • Efficiency & effectiveness of alarm handling
  • Quality and efficiency of CCTV guard tours
  • Average shift workload
  • Compliance with quality and operational procedures

Person Specification

  • Ability to deal tactfully and effectively with a wide range of people
  • Good written and oral communication skills
  • Good telephone manner
  • Must have a checkable history
  • Basic computer knowledge
  • CCTV - SIA Licence
  • Previous experience preferred but training will be given
Apply Now