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Control Room Operator
2 months ago
MAN Commercial Protection is seeking a highly skilled and motivated Control Room Operator to join our team at our Head Office in Solihull.
Job Summary:We are looking for an individual who can effectively manage a high volume of calls, resolve issues promptly, and provide exceptional customer service. The ideal candidate will have excellent communication skills, be able to work independently and as part of a team, and have a strong academic background.
Main Responsibilities:- Manage a high volume of calls from colleagues and customers, ensuring issues are resolved in a prompt and efficient manner.
- Assist colleagues across the UK with booking on/off processes.
- Report writing and completing incident forms.
- Rostering and scheduling for over 300 sites, regularly communicating with site leaders and making required changes and updates.
- Ensure any health and safety or HR issues are escalated accordingly.
- Problem solving by liaising with contract managers regarding workplace issues, activity reports, complaints, and queries.
- Handle a high volume of both inbound and outbound calls from all levels throughout the organisation.
- Responsible for providing exceptional customer service via both the telephone and email.
- Take ownership of all calls by being proactive regarding queries, along with escalation and follow-ups.
- Proactively keep up to date on new procedures, systems, and information regarding the standard operation protocols of the company.
- Maintain and sustain an updated knowledge of all aspects of the company.
- Experience in the security industry would be advantageous but not essential.
- Call centre / Helpdesk experience advantageous.
- Strong academic background is advantageous.
- Knowledge of MS Office, Excel, and Outlook advantageous but not essential.
- Experience of working on the telephones essential.
- Experience of working with Timegate or similar roster management/time management software is preferred but not essential.
- SIA DS and CCTV are advantageous but not essential as training can be provided.
- Full uniform supplied.
- Access to in-house training (SIA and First Aid).
- Free International Professional Security Association (IPSA) membership.
- Access to 24-hour counselling helpline through IPSA.
- Access to 24-hour legal helpline through IPSA.
- Double pay on Bank Holidays.
- Full training provided.
- Free parking.
- Overtime available on request.
