Control Room Operator

2 weeks ago


Birmingham, United Kingdom Compass Group Full time

Looking for a new opportunity as a Control Room Operator? A step towards your new career? Or maybe you want to move up a level and take on more responsibility? Look no further as we have an exciting opportunity for an experienced, multi-talented and highly skilled Control Room Operator to join our highly motivated team.

Main Responsibilities
Duties/Tasks:
The successful Control Room Operator will be responsible for the following:

- Manage customer calls (Internal and external customers) and ensuring that issues are resolved in a prompt/efficient manner
- Logging all transactions on our CAFM system (Computer Aided Facility Management System) including new calls, updates, chasing contractors for updates, etc.
- Ensuring that gaps in resource within onsite operations are identified and resourced using internal and external parties
- Ensuring that security related issues are managed and dealt with in line with company policies to the highest standards
- Respond to requests for assistance and managing high risk situations to resolution
- Report writing on major issues ready for circulation to the wider business
- Ensuring Health and Safety issues are managed and escalated accordingly
- Ensuring Facility Issues are managed and escalated accordingly
- Any other business to ensure that the highest standards are maintained with our customers/work colleagues

Measures:

- Positive Customer and Client Feedback
- Quality of call management
- Call answering statistics
- Call recording quality measurement
- Following defined processes and procedures

Personal Specification
- Is passionate about delivering excellent customer service
- Acts with honesty and integrity
- Looks to continuously improve processes
- Excellent communication skills
- High expectations for quality and an eye for detail
- High standard of personal presentation

Overall Purpose of the Role
Key Responsibilities
- Can work within a team as well as on their own
- Can work unsupervised/alone Essential Requirements
- Excellent communication skills from past work experience
- Excellent IT skills i.e. Microsoft Office Applications but also bespoke systems
- Ability to work under pressure whilst maintaining a positive attitude
- Good time management skills
- Can work shift patterns and provide flexibility, where required Desirable
- Security related experience
- Facility Management experience
- Call Centre/Customer Service/ Helpdesk experience



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