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Emergency Call Centre Adviser

5 months ago

Sheffield, United Kingdom SoloProtect Ltd Full time

Are you looking to join a company where people are at the heart of its mission? This could be a perfect opportunity

SoloProtect is a global market leader in providing 24/7 workforce protection solutions.

Reporting to the Alarm Receiving Center (ARC) Manager, you will be responsible for handling alarms. This is an incredibly dynamic service that offers protection to over 30 thousand lone workers, nationwide. You will be trained and expected to manage different activations of alarms varying from false to genuine situations such as assaults, robberies and medical incidents.

**What the job involves**

As an ARC operator, you will be the first point of contact when an alarm activation is received from a customer. You will need to deal with the alarms in a calm and timely manner and take action to make sure our customers are safe and secure. The role will involve the following responsibilities:

- Risk assessing emergency situations and escalating if required
- Liaising with emergency services
- Answering incoming phone calls to the alarm receiving centre
- Monitor site security of SoloProtect
- Communicating with customer key contacts regarding their alarms
- Participating in departmental administrative duties when needed
- Working towards quarterly objectives set by line management
- Monitoring customer alarms in the queue
- Prepare reports on behalf of customers

**What training is offered?**

When you join SoloProtect we will give you a six-week intensive training course to make sure you have all the knowledge and experience you need to perform your job role to the high standards our customers expect. Ongoing training will take place throughout your career, making sure you are up to date on all new procedures and policies within the alarm monitoring sector.

**Working hours**
- Alarm Operators work from 07:00 to 19:00 on a two-week rotation
- Week 1: On shift Wednesday & Thursday
- Week 2: On shift Monday, Tuesday, Friday, Saturday & Sunday

**What skills would I need?**
- Customer service skills
- Effective verbal and written communication skills
- Accuracy and attention to detail
- Listening skills
- Ability to work under pressure
- Confidence with Microsoft Package

**What we offer**
- Generous salary
- Performance bonus
- 25 days annual leave, in addition to 8 bank holidays
- Ongoing training
- Access to private healthcare
- Employee Assistance Programme
- Pension scheme
- Bike to work scheme
- Refer a friend scheme
- Modern office with kitchen facilities, including a pool table and dart board
- Free secure parking

**Additional Information**
- Due to industry standards, all successful applicants will be vetted in accordance with BS7858

**Dedicated to diversity**

At SoloProtect we believe different ideas, perspectives and backgrounds are key to developing a creative working environment that delivers real results. It’s why you’ll find us championing diversity and equality at every turn.

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Referral programme

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Experience**:

- customer service, corporate or academic: 2 years (required)

Shift availability:

- Day shift (required)

Work Location: In person