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Control Room Operator

2 months ago

Solihull, United Kingdom MAN Commercial Protection Full time

MAN Commercial Protection are looking for full time Control Room Operatives to join our Head Office in Solihull.


Shift pattern: 4 on 4 off 12 hour night shifts.


Shift timings will be: 06:30-18:30.


The ideal candidate will be an individual who is willing to take leadership within the control room through dynamic decision making, be responsible and take proactive ownership of tasks.


Main Responsibilities:

  • Manage a high volume of calls from colleagues and customers, ensuring issues are resolved in a prompt/efficient manner
  • Assisting colleagues across the UK with booking on/off processes
  • Report writing/completing incident forms
  • Rostering/ scheduling for over 300 sites, regularly communicating with site leaders and making required changes and updates
  • Ensure any health & safety or HR issues are escalated accordingly
  • Problem solving by liaising with contract managers regarding workplace issues, activity reports, complaints, and queries.
  • Handling 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 on 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.
  • Maintaining and sustaining an updated knowledge of all aspects of the company.


The ideal candidate will:

  • Be passionate about delivering excellent customer service
  • Act with honesty and integrity
  • Have a genuine desire to help push the business forward, looking at ways to continuously improve processes
  • Have excellent communication skills
  • Have high expectations for quality and an eye for detail
  • High standard of personal presentation
  • Be able to work within a team as well as on their own and unsupervised
  • Possess excellent communication and IT skills systems
  • Can work under pressure whilst maintaining a positive attitude
  • Have good time management skills
  • Be able to work shift patterns and provide flexibility, where required


Qualifications and experience:

  • 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 advantage but not essential
  • Experience of working on the telephones essential
  • Experience of working with Timegate or similar roster management/time management software is preferred however not essential.
  • SIA DS and CCTV are advantageous but not essential as training can be provided


Skills required.

  • A valid SIA CCTV Licence - (Door Supervisor Licence is an advantage but not a requirement.)
  • Competent computer skills with a good knowledge of computer systems.
  • Excellent communication skills
  • Ability to create comprehensive incident reports
  • Ability to work independently and as part of a team
  • A 5-year checkable work/education history is required
  • Happy to help others attitude


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


If this sounds like the ideal role for you, please apply with your CV. We look forward to hearing from you