Security Operations Coordinator

3 weeks ago

Solihull, Solihull, United Kingdom MAN Commercial Protection Full time

MAN Commercial Protection is seeking dedicated full-time Security Operations Coordinators to enhance our dynamic team.

Shift Structure: 4 days on, 4 days off, with 12-hour shifts available for both day and night.

Shift Hours: 06:30 - 18:30.

The ideal candidate will demonstrate leadership within the operations center, showcasing strong decision-making skills, accountability, and a proactive approach to responsibilities.

Key Responsibilities:

  • Handle a significant volume of communications from team members and clients, ensuring swift and effective resolution of issues.
  • Support colleagues across the nation with onboarding and offboarding procedures.
  • Prepare detailed reports and complete incident documentation.
  • Manage scheduling for over 300 locations, maintaining regular communication with site supervisors to implement necessary adjustments.
  • Escalate any health and safety or human resources concerns appropriately.
  • Collaborate with contract managers to address workplace challenges, activity reports, complaints, and inquiries.
  • Manage a high volume of inbound and outbound communications across all organizational levels.
  • Deliver exceptional customer service through both phone and email interactions.
  • Take initiative on all inquiries, ensuring proactive follow-up and escalation as needed.
  • Stay informed about new procedures, systems, and operational protocols.
  • Maintain comprehensive knowledge of all company operations.

Ideal Candidate Profile:

  • Passionate about providing outstanding customer service.
  • Exhibit honesty and integrity in all interactions.
  • Possess a genuine desire to contribute to business growth by identifying opportunities for process improvement.
  • Demonstrate excellent communication abilities.
  • Maintain high standards for quality and attention to detail.
  • Exhibit a professional appearance.
  • Capable of working both independently and collaboratively.
  • Possess strong IT skills and familiarity with relevant systems.
  • Thrive under pressure while maintaining a positive demeanor.
  • Exhibit effective time management skills.
  • Willingness to work flexible shifts as required.

Qualifications and Experience:

  • Experience in the security sector is beneficial but not mandatory.
  • Prior call center or helpdesk experience is advantageous.
  • A strong academic background is preferred.
  • Familiarity with MS Office, Excel, and Outlook is beneficial but not essential.
  • Experience in telephone communication is required.
  • Experience with roster management software like Timegate is preferred but not essential.
  • SIA Door Supervisor and CCTV licenses are advantageous but not required, as training will be provided.

Required Skills:

  • Valid SIA CCTV License - (Door Supervisor License is a plus but not mandatory.)
  • Proficient computer skills with a solid understanding of computer systems.
  • Exceptional communication skills.
  • Ability to create thorough incident reports.
  • Capability to work independently and as part of a team.
  • A 5-year verifiable work/education history is required.
  • A helpful and supportive attitude towards colleagues.

Benefits:

  • Full uniform provided.
  • Access to in-house training programs (SIA and First Aid).
  • Complimentary membership to the International Professional Security Association (IPSA).
  • Access to a 24-hour counseling helpline through IPSA.
  • Access to a 24-hour legal helpline through IPSA.
  • Double pay on public holidays.
  • Comprehensive training provided.
  • Free parking available.
  • Overtime opportunities upon request.

If you believe you fit this profile, we encourage you to consider this opportunity.

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