Control Room Operator
1 day 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 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
- 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
- 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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