Customer Solutions Specialist

- Act as the primary point of contact for assigned customers, taking full ownership of site performance and customer satisfaction from onboarding through to ongoing service delivery. - Develop and maintain strong relationships with end users, installers, and partners, understanding stakeholder structures and communication expectations. - Proactively communicate with customers, ensuring no issue goes unaddressed and that updates are provided ahead of customer queries. - Deliver a consistently high standard of service with a focus on exceeding expectations and building long-term trust. - Conduct regular customer check-ins, site reviews, and follow-ups on incidents, complaints, and key events. - Configure, commission, and activate new CCTV monitoring sites and upgrades, ensuring all systems are set up in line with company standards. - Manage and maintain site configurations including detection settings, connectivity, streaming, and system performance. - Troubleshoot and resolve technical issues including connectivity loss, non-reporting systems, activation failures, and hardware-related faults. - Work closely with on-site engineers, installers, IT departments, and third-party providers to resolve technical challenges efficiently. - Drive technical improvements to existing sites, identifying opportunities to enhance performance, reliability, and customer outcomes. - Monitor site health, uptime, and performance, ensuring all issues are identified and resolved promptly. - Take ownership of daily workflows including case management, site reviews, commissioning tasks, and customer requests. - Ensure all interactions, updates, and activities are accurately recorded in the CRM system, maintaining full audit trails. - Manage multiple priorities effectively, maintaining organisation and attention to detail in a fast-paced environment. - Ensure all mission-critical issues are either resolved or clearly communicated and escalated in line with company procedures. - Proactively manage and resolve customer issues, ensuring fast and effective outcomes. - Investigate and drive resolution for offline sites, non-activating systems, and performance issues. - Take ownership of issues through to completion, coordinating internal teams and external partners as required. - Escalate complex or unresolved issues to the Customer Solutions Lead or Supervisor where appropriate. - Ensure customers and stakeholders are fully informed throughout the lifecycle of any issue. - Work collaboratively with internal departments including Accounts, ARC, Sales, and Operations to deliver joined-up customer solutions. - Contribute to process improvements, identifying inefficiencies and opportunities to improve service delivery. - Support knowledge sharing within the team to build technical and operational capability. - Stay up to date with new technologies, systems, and best practices within CCTV monitoring and remote security services.