Control Room Operator

Company	Man Commercial ProtectionSee more
Address	Solihull, West Midlands
Form of work	Permanent \| Full-time
Salary	£12.50 an hour
Category	Customer Service

Job description

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 day shifts.

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

MAN Commercial Protection Ltd are an award-winning security company based in Solihull, West Midlands, providing manned guarding to a vast and varied client base across the UK. Our industry recognition includes being awarded BSIA 'Business of the Year' ,'Contribution to the Industry' and 'Best Team' at the British Security Awards over the last 3 years; come and join our team to find out why!

MAN Commercial are a family run business, this year celebrating our 30th year! With our Head Office based in Solihull, West Midlands, we employ Security Officers throughout the whole of the UK and specialise in security guarding, door supervision, CCTV and keyholding services.

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: