Arc Operator

Over the last 7 years, **Marlowe Fire and Security Group**have grown immeasurably as a result of winning major new business across the whole of the UK whilst expanding our services and specialist disciplines through internal development andtraining.

We have further grown our expert disciplines and offerings with key acquisitions of specialist businesses, such as **ACL, BBC Fire & Security, FAFS Fire & Security, FSE Fire & Security, Island Fire Protection, Marlowe Kitchen Fire Suppression, Morgan Fire Protection**and **Hadrian Technology**to name a few.

Due to company growth, we are now seeking a customer focused, self-motivated **Control Room / CCTV Operator** to join our team. Occasional travel to our Head Office located in Salford Manchester maybe required. Duties will include but are not limited to:
**Role Purpose**
- Provide CCTV monitoring services and meet required standards and customer SLA's
- Provide Fire / Intruder alarm monitoring services and meet required standards and customer SLA's
- Provide an OOH Service Callout function in accordance with MFSG requirements and policies.
- To provide excellent customer service to both internal and external customers

**Main Responsibilities**
- You must be logged on all ARC systems ready for duty by your shift start time
- Adhere to all company policies, procedures and maintain compliance with: BS5979:2007, EN50518:2019, ISO9001:2015 & GDPR Protocols.
- Ensure professional standards are maintained within the ARC including ensuring personal phones or electronic devices are not used while on duty.
- Ensure the kitchen is kept clean throughout the duration of the shift. Other team members have to use it.
- Complete appropriate incident reports as required.
- Have a good working knowledge of SOPs and other policies
- Perform any other reasonable task as outlined by the Duty Team Leader / ARC manager or Line Manager

**Performance Targets**

**Telephone Performance Targets**
- 80% of all incoming calls answered within 15 seconds
- 98.5% of all incoming calls answered in 30 seconds
- A call abandoned rate below 1% of calls offered

**Alarm Performance Targets**
- Fire Alarms : 90% Handled within 30 seconds
- Fire Alarms : 98.5% Handled within 60 seconds
- Personal Attack Alarms : 80% Handled within 30 seconds
- Personal Attack Alarms : 100% Handled within 60 seconds
- Intruder Alarms : 80% Handled within 90 seconds
- Intruder Alarms : 98.5% Handled within 180 seconds
- CCTV Alarms : 80% Handled within 90 seconds
- CCTV Alarms : 98.5% Handled within 180 seconds

**Who we're looking for**
- Personality - Energy, Drive and Enthusiasm to succeed.
- Proven track record for improving process efficiencies and solving problems.
- Strong leadership skills with an ability to motivate direct reports.
- Excellent communication skills both written and verbal, and internal personal skills.
- Attention to detail
- Self-motivated, excellent time management
- Respectful to others, customers colleagues, Managers & Directors alike

**What we offer**

As part of the Marlowe Fire and Security team you will have access to some great benefits including:

- Basis salary £21840.00
- Shifts average 42hrs pw
- Pension
- Life Assurance
- Free, secure, onsite parking
- Free onsite gym
- Paid Refer A Friend Scheme
- Mental Health & Well-being Scheme
- Employee Recognition Scheme
- Birthday Holiday
- Additional Day holiday for each full year of completed service (up to 25 days)
- Development and progression opportunities

**About Us**:
Our solutions are developed according to the industry sectors we serve, addressing their unique compliance requirements, supporting them in protecting their property and their people. We have further grown our expert disciplines and offerings with key acquisitionsof specialist businesses, such as ACL, BBC Fire & Security, FAFS Fire & Security, Island Fire Protection, Marlowe Kitchen Fire Suppression, Morgan Fire Protection and Hadrian Technology to name a few.

**Equal Opportunities**

At Marlowe Fire & Security Group we strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers.We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.