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Control Room Operator
3 months ago
MAN Commercial Protection are looking for full time Control Room Operatives to join our Head Office in Solihull.
Shifts to include : 4 on 4 off 12 hour night shifts.
Shift timings will be: 18:30-06:30.
Payrate: £12.50ph
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