Customer Services Advisor job in Northampton Northamptonshire

Customer Services Advisor | VSG

Customer Services Advisor

VSG has 7,500 employees and is the UK’s fastest growing suppliers of security services to a variety of blue chip clients. Our excellent service to our customers has allowed for market growth which means we continuously seek new and fresh talent to complement our current team as well as developing our people to reach their full potential. Join our team and look forward to a challenging and rewarding role, with great results bringing great opportunity for recognition and promotion.

This role is responsible for processing incoming telephone calls, requests forCCTV, Incident Reports from multiple client locations and the management of real-time incidents as they occur, including active monitoring ofCCTV, in line withVSGand Client policies and procedures.


  • The SOC Operator will be responsible for monitoring and responding to calls and requests from M&S store locations and staff
  • To comply with site Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
  • To provide a level of service that meets customer care requirements and to safely manage all activities
  • To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements
  • Good educational background and a solid command of written and spoken English
  • Experience monitoring CCTV
  • Experience of working within a demanding fast-paced environment
  • Strong customer service skills
  • SIA Licence holder -CCTV & Guarding. (Training can be provided)
  • Good working knowledge of Microsoft Office, Outlook, Word and Excel
  • Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management)
  • Ability to work under pressure and make quick decisions
  • Good communication skills, verbal and written
  • Shift working experience
  • Experience of team
  • Reliable and discreet
  • Experience of working in a controlled environment


  • Computer literate with a variety of software, including Microsoft Office and bespoke software
  • Previous achievement of performance targets and driving performance through utilising metrics
  • Ability to provide excellent customer service
  • Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
  • Ability to accurately follow detailed processes
  • Strong communication and customer service skills
  • Ability to build and maintain relationships with a strong teamwork ethic
  • A positive attitude and ability to deal with pressure professionally


An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding

Relevant industry experience - ability to demonstrate an understanding of SOC requirements and processes

Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions

Flexibility in working hours

A decisive and assertive decision maker

Excellent report-writing and analytical skills with sharp attention to detail

The Salary will be £22,500 per annum

Job Type: Full-time and will involve working a variety of shifts during the week and the weekends. Working hours will be betwwen 8.00am and 20.00pm

Salary: £22,500.00 /year


  • Location: Northampton, Northamptonshire
  • Job Title: Customer Services Advisor
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