Control Room Operator

1 day ago


Solihull, Solihull, United Kingdom MAN Commercial Protection Full time
Job Title: Control Room Operator

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 is passionate about delivering exceptional customer service and has a strong desire to help push the business forward. The successful candidate will be responsible for managing a high volume of calls from colleagues and customers, ensuring issues are resolved in a prompt and efficient manner.

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
Requirements:
  • 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 preferred but not essential
  • SIA DS and CCTV advantageous but not essential as training can be provided
Benefits:
  • 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

We look forward to hearing from you



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