End User Support Specialist jobs

Department: Customer Solutions Department

Reporting to: Customer Solutions Supervisor

Role Purpose

The Customer Solutions Specialist is the primary owner of customer outcomes, responsible for delivering exceptional service and technical solutions across a portfolio of managed and monitored sites.

Blending the disciplines of Key Account Management and Technical Support, this role ensures that customer sites are fully operational, optimised, and consistently delivering against RE:SURE’s service standards. You will function as the key point of contact for customers, installers, and internal teams, proactively managing site performance, resolving issues, and driving a "solutions-first" approach in everything you do.

This is a hands-on role with a strong technical bias, requiring the ability to configure, troubleshoot, and manage CCTV and monitoring systems while maintaining strong, trusted customer relationships.

Key Responsibilities

Customer Ownership & Relationship Management

• 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.

Technical Delivery & Site Management (Office based)

• 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.

Operational Excellence

• 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.

Incident & Issue Management

• 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.

Collaboration & Continuous Improvement

• 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.

Skills & Experience

Essential

• Experience in a customer engagement role with responsibility for managing relationships and delivering outcomes.
• Strong communication skills, with the ability to build trust with both technical and non-technical stakeholders.
• Proven ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong problem-solving skills with a proactive, solutions-focused mindset.
• High level of organisation and attention to detail, particularly in CRM and case management.
• Ability to take ownership and accountability for customer outcomes.

Technical Capability

• Working knowledge of CCTV systems, remote monitoring, or security technologies.
• Understanding of IP networking fundamentals (e.g., IP addressing, port forwarding, connectivity troubleshooting).
• Experience configuring or supporting technical systems, ideally in a remote or service-based environment.
• Ability to diagnose and resolve common technical issues relating to connectivity, hardware, and system performance.

Desirable

• Experience within an Alarm Receiving Centre (ARC), CCTV monitoring, or related industry.
• Familiarity with CRM systems and structured case management processes.
• Experience working with installers, engineers, or third-party technical providers.
• IT or networking qualification.

Key Behaviours

• Solutions First: Takes ownership and drives issues through to resolution without delay.
• Proactive Mindset: Anticipates issues and communicates ahead of customer expectation.
• Customer Obsession: Delivers a level of service that builds loyalty and advocacy.
• Technical Curiosity: Demonstrates a strong interest in learning and applying new technologies.
• Accountability: Treats every site and customer outcome as their responsibility.
• Collaboration: Works effectively across teams to deliver the best possible solution.

Benefits:

Pension, Private Health Care, Half-Day Birthday, Laptop, Mobile Phone, holiday loyalty scheme

Additional

Bi-Annual Bonus incentive

Job Types: Full-time, Permanent

Salary: From £27250, negotiable on experience

Schedule:

• Monday to Friday 9am to 6pm

May be required to perform on call responsibilities

Pay: From £27,250.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Gym membership
• On-site parking
• Private medical insurance
• Work from home

Work Location: In person