Control Room Operator

Job Reference: /JL/19-06/1205/3

Job Title: Control Room Operator

Location: Abacus House, Cardiff

Salary: Competitive

Hours per week: Variable Shift Rota - 06:00 - 18:00, 18:00 - 06:00 - 38.5 hours per week

Business Overview

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of GBP1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

Role Overview

We are currently recruiting for a Control Room Operator to join our passionate and driven team based at Abacus House, Cardiff

The main purpose of this role is to work using computerised time and attendance / safety monitoring systems to ensure OCS employees are at their assignment and booked on duty, once on duty their safety is monitored via regular (safety) check calls and to follow up any missed check calls by employees then update the time and attendance / safety monitoring system accordingly.

To record and report all incidents, accidents and occurrences (Adverse events) accordingly and take action as necessary.

To take appropriate action as per documented escalation procedure for calls diverted to Control Room from the OCS Helpdesk, and the crisis management line.

Benefits

• Informal hybrid / flexible working arrangements
• 25 days holiday + bank holidays
• Free fruit in our offices
• Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)
• Wide range of retail discounts
• Regular social and charity events held in our offices
• Get involved in charity events in the local community

Wellbeing

• Discounted gym membership
• Eye test GBP25 voucher and up to GBP100 towards glasses
• Join our Cycle to Work scheme via salary sacrifice
• Access to "CHROMA", our internal colleague-led diversity and inclusion community - join a committee or take part in our D&I initiatives and events
• Access to internal Mental Health First Aiders

Career development and recognition

• Immediate access to "Opportunity" our internal Learning and Development platform
• Required professional membership fees paid for
• Opportunity to win monthly Superstar Awards
• Long service awards

Key Responsibilities:

• To adhere to the company's policies and procedures and follow instructions as listed in the Control room manual
• As part of this role it will be a mandatory requirement to provide sickness & annual leave cover.
• To book static and mobile officers on and off duty and ensure their health and safety while on duty via regular check calls. Recording any occurrences that happen on assignments and offering support.
• To ensure the accurate recording and reporting of all occurrence's and incidents. To submit this information accordingly in a daily report and for the attention of the Control Room Manager.
• Ensure all records held at Control Room are accurate and up to date I.e. assignment instructions, Key holdings, Mobile visits, Nominal roles Etc. For immediate response to emergencies.
• Control Room is the first point of contact for alarm monitoring companies, Fire and intruder,
• To ensure accidents reported to the Control Room are recorded and the information distributed accordingly depending on the nature and severity of the incident.
• Log and report Absences where officers call in sick or do not turn up for duty.
• Manning a helpdesk to which employees can call for information guidance or support to help deal with daily issues that have not been addressed by Operations or administration staff satisfactorily. Submitting the appropriate form and concluding after 7 days.
• Logging Accident reports as submitted by all Group employees and escalating information to the appropriate Manager / Safety advisor for OCS as per procedure.
• Taking out of hours calls diverted from the OCS Helpdesk and escalating information appropriately using the procedures provided.
• Taking out of hours calls diverted from the Crisis management line and escalating information appropriately using the procedures provided.
• Taking out of hours calls for clients requesting engineer attendance. Logging the information on c4W and escalating details accordingly
• To carry out any other requests deemed reasonable and in keeping with the role of Control Room supervisor.

About You:

• Applicants must have the right to work in the UK
• Good Communication skills, Good PC skills and an awareness of Microsoft Word Excel etc.
• SIA frontline
• Broad based knowledge of the security industry and associated services. Customer care skills, Previous Control room experience is desirable but not essential
• Effective and confident communication and report writing skills. Able to log and evaluate information then action accordingly.
• Evaluating situations and prioritizing work.
• Liaising at all levels.
• IT Knowledge. An eye for detail.
• Keyboard skills.
• Good Organizational Skills.
• Flexible approach to work patterns.
• Ability to follow policy and procedures
• Willingness to bring concerns to corporate attention via prescribed channels

How to apply

If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to GBP500! (T&Cs apply)