Call Handler

4 weeks ago

Bradford, United Kingdom Kings Security Full time

**Key Purpose of a Call Handler**:

- Shift Pattern: 19.00-7.00 nights shifts (4 on 4 off)_

To receive and action incoming telephone calls and any other means of communication, obtaining all necessary information; giving advice when appropriate; allocating an appropriate graded response to calls; and distribute as per standard operating procedures.

**Key Job Responsibilities**:

- Provide an initial response to incoming information and enquiries fully recording events conforming to the IMS drop down system.
- To answer incoming internal and external calls ensuring internal customer service standards are met
- To receive and disseminate intelligence/information to the security and law enforcement community in a timely manner
- To contact emergency services when required
- Operate emergency response centre equipment and systems, ensuring efficiency in communications
- Alerting management and the customer of any apparent linked incidents.
- To carry out other such duties which are consistent with the nature, responsibilities and grading of the role
- To provide a positive experience for customers ensuring prompt and accurate information is captured.
- Any other reasonable requests from the IMAC Managers.
- Assist Cencon, CCTV and Alarm monitoring teams with alarm calls using Sentinel Alarm monitoring equipment or any other equipment as required and to cover break and meal periods
- Process alarm calls.
- To become fully conversant with all IMAC operations and be able to assist in any role as required under the direction of the IMAC management team.
- To support actively always, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
- Implement and act in accordance with the organisations information security policies
- Protect assets from unauthorised access, disclosure, modification, destruction, or interference
- Implement particular security processes or activities, as requested by management
- Report security events or potential events or other security risks to the organisation

**Requirements**:
**Essential requirements for a Call Handler**:

- Excellent customer service skills are essential
- You must be conversant with windows-based computer systems and understand MS Word, Excel and Outlook.
- You will work well both as part of a team and as an individual.
- Have a proactive approach to meeting the demands of our client base.
- You will be well organised, possess strong communication skills
- Have the ability to work accurately under pressure to meet deadlines.

**Desirable Requirements for a Call Handler**:

- Experience within a similar role

**Benefits**:

- 25 days holiday plus 8 bank holidays
- Company Health Care Plan
- Company Pension
- Life Insurance
- Cycle to Work Scheme
- Company Recognition Scheme
- Referral Scheme
- Kings Rewards

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