Alarm Response Centre Operative

7 months ago

Armagh, United Kingdom Johnson Controls International Full time

Johnson Controls is a global diversified technology and multi-industrial leader, serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next-generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities.

As part of our team, you’ll have the opportunity to make an impact that people can feel.

**What you will do**

Based within our Alarm Monitoring Centre in Craigavon (BT66), our Response Operatives are the first point of contact for all of our customers. In this role you will be analysing CCTV images / Alarm activations received from customers’ premises and taking the appropriate action. You will be answering incoming telephone calls from internal and external customers in a polite and professional manner. You must accurately record all events on the company database. You will also maintain the customer database and ensure that all complaints or enquiries that cannot be initially resolved by you, are escalated to your Supervisor or Team Manager. Working within a team of experts where each member of staff is rewarded with on-going training, enabling you to forge a lasting and rewarding future with a market-leading brand in a secure and expanding marketplace.

**What we offer**
- Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products
- Paid Annual Leave, plus bank holidays (Holiday buy back option available)
- Full Time (42 hours per week, 4 on 4 off shifts)
- Extensive product and on the job/cross training opportunities with outstanding resources available
- Encouraging and collaborative team environment
- Career development through various career ladders including Customer Service
- Dedication to safety through our Zero Harm policy
- Access to business resource groups

**How you will do it**

In this role you will be interacting with live activations from customers Security and Fire systems and liaise with Police and Fire control when needed. We work around the clock, it is a fully office based role, following the shift pattern of 4 days (6am - 6pm), 4 days off and back in for 4 nights (6pm-6am) and 4 off.

It is an important role, where you will proactively respond to CCTV/Alarm activations, including escalation and reporting. You will answer intercoms and inbound telephone calls professionally, quickly, and effectively in line with company processes and procedures.

**Required**
- Understanding and working knowledge of CCTV systems and ARC duties
- The ability to work under pressure, to be self-motivated and able to work independently or as a team member
- A comprehensive knowledge of the relevant security standards
- The ability to prepare letters, reports and documents in an accurate and concise manner
- The ability to communicate diplomatically and effectively, both verbally and in writing
- Sufficient computer literacy to ensure timely production of documents/reports etc.
- Sufficient investigative skills to identify the root cause of any problems identified

**Preferred**
- Any contact centre or customer service experience will be an advantage.
- SIA (Security Industry Authority) CCTV license desirable however this can be provided via the inhouse training team.

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