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Call Centre Agent

2 months ago

Bradford, Bradford, United Kingdom Kings Security Full time
Job Title: Call Handler

Job Summary:

We are seeking a highly skilled Call Handler to join our team at Kings Security. As a Call Handler, you will be responsible for receiving and responding to incoming calls, providing excellent customer service, and ensuring that all calls are handled efficiently and effectively.

Key Responsibilities:

  • Receive and respond to incoming calls in a timely and professional manner
  • Provide excellent customer service, answering customer queries and resolving issues in a courteous and efficient manner
  • Use IMS drop-down system to record events and allocate graded responses to calls
  • Answer internal and external calls, ensuring internal customer service standards are met
  • Be fully conversant with IMAC manuals and procedures, completing entries for events in compliance with procedures
  • Receive and disseminate intelligence/information to the security and law enforcement community in a timely manner
  • Contact emergency services when required
  • Operate emergency response centre equipment and systems, ensuring efficiency in communications
  • Alert management and customers of any apparent linked incidents
  • Carry out other duties consistent with the nature of the role
  • Provide a positive experience for customers, ensuring prompt and accurate information is captured
  • Assist Cencon CCTV and Alarm monitoring teams with alarm calls using Sentinel Alarm monitoring equipment or any other equipment as required
  • Process alarm calls

Requirements:

  • Excellent customer service skills
  • Conversant with Windows-based computer systems and understand MS Word, Excel, and Outlook
  • Ability to work well as part of a team and as an individual
  • Proactive approach to meeting the demands of our client base
  • Well-organised, with strong communication skills
  • Ability to work accurately under pressure to meet deadlines
  • Experience within a similar role

Benefits:

  • Supportive and Collaborative Environment
  • Company Health Care Plan
  • Company Pension
  • Life Insurance
  • 25 days holiday plus Bank Holidays
  • Development Opportunities
  • Referral Scheme
  • Employee Recognition Scheme
  • Employee Benefits Programme including shopping vouchers and discount; up to £1200 a year on real savings for everyday needs
  • Cycle to Work Scheme
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