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Call Handler

3 months ago

Bradford, United Kingdom Kings Security Full time
Key Purpose of the Job

To receive and action incoming telephone calls and any other means of communication, obtaining all necessary information; giving advice when appropriate; allocating an appropriate graded response to calls; and distribute as per standard operating procedures.

Key Job Responsibilities
• Provide an initial response to incoming information and enquiries fully recording events conforming to the IMS drop down system.

• To answer incoming internal and external calls ensuring internal customer service standards are met

• To be fully conversant and apply all procedures as set out in IMAC manuals completing entries for events in compliance with the procedures

• To receive and disseminate intelligence/information to the security and law enforcement community in a timely manner

• To contact emergency services when required

• Operate emergency response centre equipment and systems, ensuring efficiency in communications

• Alerting management and the customer of any apparent linked incidents.

• To carry out other such duties which are consistent with the nature, responsibilities and grading of the role

• To provide a positive experience for customers ensuring prompt and accurate information is captured.

• Any other reasonable requests from the IMAC Managers.

• Assist Cencon, CCTV and Alarm monitoring teams with alarm calls using Sentinel Alarm monitoring equipment or any other equipment as required and to cover break and meal periods

• Process alarm calls.

• To become fully conversant with all IMAC operations and be able to assist in any role as required under the direction of the IMAC management team.

• To actively support at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information

• Implement and act in accordance with the organisations information security policies

• Protect assets from unauthorised access, disclosure, modification, destruction or interference

• Implement particular security processes or activities, as requested by management

• Report security events or potential events or other security risks to the organisation

RequirementsEssential requirements for the job

Excellent customer service skills is essential
You must be conversant with windows based computer systems and understand MS Word, Excel and Outlook.
You will work well both as part of a team and as an individual.
Have a pro active approach to meeting the demands of our client base.
You will be well organised, possess strong communication skills
Have the 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 £1,200 a year on reals savings for everyday needs
• Cycle to Work Scheme
• Wagestream – Get instant access to your wages through our financial wellbeing tool.