Delivering what we promise

About The Role

A bit about the role...

We have an exciting opportunity for a customer-focused individual to join our team in Newcastle. Working closely with the Smart Support Field Manager you will support the Smart Support field workforce through efficient scheduling of work and the management of logistics. This role will have overall responsibility for all of the customer care related activity within a geographically area. The individual will also assist on all reporting issues and data back office.

Who are we?...

Protect My Property is one of the UK’s leading experts in security solutions for home and business. The company services and maintains over 15,000 security and surveillance systems in domestic and business properties nationwide. The company has recently widened its scope and now offers a range of Smart Support services for the energy metering sector.

Protect My Property is part of M Group, a billion Pound turnover business with a wide and diverse portfolio.

We work with our clients and partners to ensure we keep abreast of industry developments and we remain at the forefront of proactively influencing the right pathways to success. M Group is a 2019 Times 100 Top Track Company.

Key Responsibilities …

  • Making outbound and receiving inbound calls
  • Arrange and place bookings for smart support visits on behalf of our clients
  • Planning and scheduling of booked appointments for all clients within a geographical area
  • Ensuring the engineer schedules are optimised to create efficiency and productivity
  •  Ensure excellent customer service at all times whilst utilising persuasion when necessary to close the booking.
  • Ensure short notice appointments are scheduled and assigned appropriately.
  • Development and maintenance of relationship with Field Manager to ensure appropriate scheduling and completion of jobs.
  • Generic administration tasks will also be required for the wider team.
  • Efficient handling and resolution of customer complaints and managing expectations of the customer throughout in line with the business expectations: escalating to management level where required.
  • Liaise with the Field Manager to ensure efficient running of your area.
  • Production of accurate and meaningful management information and reporting as required.

What you will bring to the role…


  • Inbound and outbound calling experience
  • Client/Customer contact experience
  • Previous experience working in a customer service based roles
  • Experience of planning and scheduling of work for a field based workforce
  • Dedicated to the provision of excellent customer services
  • Professional telephone manner
  • Excellent verbal and communication skills
  • Extremely well organised and able to prioritise
  • Attention to detail, able to capture data accurately
  • Self-motivated and enthusiastic
  • Delivering objectives and strict performance results
  • Microsoft and IT literate
  • Ability to work closely with key stakeholders
  • Proven ability to influence and negotiate.
  • Knowledge of Smart Metering or similar
  • Geographical awareness

What we offer…  

  • 25 days holiday
  • Access to My Rewards which provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts. Here’s a few so you can see the type of saving’s you can make:
    • Up to 7% discounts on major supermarkets
    • Up to 52% on Cinema tickets
    • Up to 33% on holidays and travel
    • Up to 10% on restaurants and takeaways
    • Up to 25% off gym membership
  • Eye care vouchers
  • Access to our Employee Assistance Programme
  • Recommend a Friend and Earn scheme
  • Reward & Recognition Scheme
  • Opportunities to progress in a successful company