📍 Job Overview

• Job Title: Customer Support Advisor
• Company: SimpliSafe
• Location: Manchester, United Kingdom
• Job Type: On-site
• Category: Customer Support
• Date Posted: June 18, 2025
• Experience Level: Intermediate (2-5 years)
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Manage inbound and outbound call workflows, communicate with customers via phone, email, live chat, and social media, support customers' technical enquiries, identify and assist customers' needs, troubleshoot issues, ensure excellent call quality, and proactively contact customers to ensure satisfaction.

• Key Skills: Technical support, customer service, communication, problem-solving, troubleshooting, attention to detail, team player, active listening, customer orientation, adaptability, rapport building, prioritization, efficiency, collaboration, innovation, customer loyalty.

💻 Primary Responsibilities

• Manage Call Workflows: Handle inbound and outbound calls efficiently, ensuring first call resolution (FCR) and maintaining high call quality.

• Communicate with Customers: Engage with customers through various channels, providing clear and concise information, and building rapport quickly and easily.

• Support Technical Enquiries: Assist customers with their technical questions and offer solutions, ensuring customer satisfaction and encouraging loyalty.

• Identify and Assist Customers' Needs: Understand customers' requirements and provide tailored assistance, proactively contacting customers to ensure their satisfaction.

• Troubleshoot Issues: Diagnose and resolve customers' problems accurately and efficiently, using strong problem-solving skills and attention to detail.

🎓 Skills & Qualifications

Education: Relevant customer service or technical support experience is essential. A background in a customer-facing role or a related field would be beneficial.

Experience: Proven experience in technical support or customer service is desirable. Strong communication skills and the ability to build rapport with diverse customers are crucial.

Required Skills:

• Excellent communication skills, both written and verbal
• Strong phone contact handling skills and active listening
• Ability to prioritize effectively and work efficiently
• Strong problem-solving skills and adept in troubleshooting
• Team player with the ability to follow instructions, accept, and apply feedback
• Customer orientation and ability to adapt/respond to different characters
• Strong attention to detail and accuracy in resolving customer issues

Preferred Skills:

• Experience in a technical support role
• Familiarity with home security systems or similar products
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Proficiency in using customer service software and tools

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £20,000 - £25,000 per annum (based on experience and market research)

Benefits:

• Competitive salary
• 36 days holiday entitlement
• Enhanced pension
• Life assurance
• Private dental and healthcare
• Free eye test and contribution to glasses
• Employee Assistance Programme
• Access to retail discounts
• SimpliWell - Wellbeing contribution (e.g., gym, spa day, athleisure etc.)
• Cycle to work scheme
• Team social events (annual summer and Christmas parties, amongst other socials)
• Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc.

Working Hours: Full-time, Monday to Friday, 9:00 AM - 5:30 PM with a 1-hour lunch break (flexible working hours may be available)

🎯 Team & Company Context

Company Culture: SimpliSafe is an industry-leading home security company that prioritizes customer satisfaction and employee growth. They foster a no-ego culture that encourages collaboration, innovation, and continuous learning.

Team Structure: The Manchester team is growing and welcomes new members to join their technical support team. The team is customer-oriented, collaborative, and focused on delivering world-class support to encourage customer loyalty and satisfaction.

Development Methodology: The team follows a structured approach to customer support, focusing on first call resolution, active listening, and problem-solving. They continuously improve their processes and strive to exceed customer expectations.

Company Website: SimpliSafe UK

📈 Career & Growth Analysis

Customer Support Advisor Role: This role is an excellent opportunity for someone with experience in technical support or customer service to grow within a dynamic and customer-focused team. The role offers the chance to develop strong communication skills, problem-solving abilities, and customer orientation.

Reporting Structure: The Customer Support Advisor will report directly to the Team Lead and work closely with other team members to ensure high-quality customer support.

Technical Impact: The role has a direct impact on customer satisfaction and loyalty by providing accurate and efficient solutions to customers' technical enquiries and troubleshooting issues.

Growth Opportunities:

• Career Progression: With experience and strong performance, there may be opportunities to progress to a Team Lead or other customer support management roles.
• Skill Development: The role offers the chance to develop and improve communication, problem-solving, and customer service skills, as well as gaining experience in a fast-paced, customer-facing environment.
• Technical Leadership: As the team grows, there may be opportunities to take on more responsibility and contribute to the development of customer support processes and best practices.

🌐 Work Environment

Office Type: On-site, with a modern and collaborative workspace designed to facilitate team interaction and knowledge sharing.

Office Location(s): Manchester, United Kingdom

Workspace Context:

• Collaborative Environment: The office encourages team collaboration and cross-functional interaction, fostering a supportive and inclusive work environment.
• Customer-Focused Culture: The team is dedicated to providing exceptional customer service and ensuring customer satisfaction.
• Continuous Learning: The team encourages personal and professional development, providing opportunities for training and skill-building.

Work Schedule: Full-time, Monday to Friday, with flexible working hours available.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to discuss the role, experience, and expectations.
2. Technical Assessment: A practical assessment to evaluate problem-solving skills, communication, and customer service abilities.
3. Final Interview: A face-to-face or video interview to discuss the role in more detail, assess cultural fit, and make a final decision.

Portfolio Review Tips: N/A for this role

Technical Challenge Preparation: N/A for this role

ATS Keywords: Customer support, technical support, customer service, communication, problem-solving, troubleshooting, attention to detail, team player, active listening, customer orientation, adaptability, rapport building, prioritization, efficiency, collaboration, innovation, customer loyalty, home security, customer service software

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer Obsessed: Understand customers' needs and build long-term relationships and trust.
• Aim High: Continuously challenge yourself and others to grow and improve.
• No Ego: Drive success as a team and learn from mistakes.
• One Team: Collaborate and win as a team.
• Lift As We Climb: Invest in developing others and yourself.
• Lean & Nimble: Test, learn, and improve.

Collaboration Style:

• Cross-Functional Integration: Work closely with other teams, such as sales, marketing, and product development, to ensure customer satisfaction and drive business growth.
• Code Review Culture: Regularly review and improve customer support processes and best practices.
• Knowledge Sharing: Encourage team members to share their knowledge and expertise with one another to foster a culture of continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Call Volume: Manage a high volume of inbound and outbound calls efficiently and maintain high call quality.
• Diverse Customer Base: Adapt to different customers' needs, preferences, and communication styles.
• Technical Problem-Solving: Troubleshoot complex technical issues and provide accurate and efficient solutions.
• Continuous Learning: Stay up-to-date with the latest home security products, features, and best practices.

Learning & Development Opportunities:

• Training and Development: Access to training and development opportunities to improve customer service skills and gain a better understanding of home security systems.
• Conferences and Events: Attend industry conferences and events to network with other customer support professionals and learn about best practices and emerging trends.
• Mentorship and Leadership Development: Benefit from mentorship opportunities and develop leadership skills through team management and architecture decision-making.

💡 Interview Preparation

Technical Questions:

• Customer Service Fundamentals: Demonstrate strong communication skills, active listening, and problem-solving abilities.
• Technical Support Experience: Discuss your experience in technical support or customer service, highlighting specific examples of troubleshooting complex issues and providing excellent customer service.
• Adaptability: Show your ability to adapt to different customers' needs and preferences, and provide tailored solutions to ensure customer satisfaction.

Company & Culture Questions:

• Customer Support Culture: Discuss your understanding of SimpliSafe's customer support culture and how you would contribute to maintaining high-quality customer service.
• Teamwork and Collaboration: Describe your experience working in a team environment and how you would collaborate with other team members to ensure customer satisfaction.
• Customer Focus: Explain how you would prioritize customer needs and preferences, and ensure their satisfaction throughout the customer support process.

Portfolio Presentation Strategy: N/A for this role

📌 Application Steps

To apply for this Customer Support Advisor position:

1. Submit your application through the application link provided on the SimpliSafe careers page.
2. Prepare for the phone screen by reviewing the job description and practicing your communication skills.
3. Research SimpliSafe's home security products and features to demonstrate your knowledge and interest in the role.
4. Prepare for the technical assessment by practicing problem-solving skills and customer service scenarios.
5. Attend the final interview with confidence, showcasing your communication skills, customer orientation, and enthusiasm for the role.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

• Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and customer service skills.
• Include customer support methodologies, active listening techniques, and customer service best practices.
• Emphasize customer portfolio requirements, live demonstration scenarios, and customer feedback analysis.
• Address customer support team dynamics, cross-functional collaboration with sales and marketing teams, and customer experience measurement.
• Focus on customer support career progression, skill development, and technical specialization in customer support roles.

Quality Standards:

• Ensure no content overlap between sections; each section must contain unique information.
• Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute customer support and customer service-related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

• Include specific customer support methodologies, active listening techniques, and customer service best practices relevant to the role.
• Address customer support career progression paths and technical leadership opportunities in customer support teams.
• Provide tactical advice for customer support portfolio development, live demonstration scenarios, and customer feedback analysis.
• Include customer support-specific interview preparation and customer service challenge guidance.
• Emphasize customer service best practices, customer experience design principles, and customer satisfaction measurement.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer support and customer service industry terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to customer support professionals.
• Provide actionable insights that give customer support candidates a competitive advantage.
• Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Service & Support Emphasis:

• Emphasize customer service best practices, active listening techniques, and problem-solving methods.
• Include specific portfolio requirements tailored to the customer support discipline and role level.
• Address diverse customer needs, preferences, and communication styles in customer service scenarios.
• Focus on customer service team interaction, cross-functional collaboration, and user experience design principles.
• Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

• Generic business jargon not relevant to customer support or customer service roles.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-customer service terminology unless relevant to the specific customer support role.
• Marketing language unrelated to customer support or customer service.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.