Mercury Security & Facilities Management are currently recruiting for a Control Room Operator, to be based from our Head Office in Lisburn. This role is an excellent opportunity to work full time hours over the course of 3 days (3 x 12 hour shifts per week on a pro-rata basis, with flexibility required for week days & weekends).
SIA and CCTV Licenses are essential for this role. Driving License / Access to own vehicle is advantageous due to location.
Responsibilities, Skills and Duties:
*Identify, accept and process alarms in line with companies SOP and business targets.
*Exceptionally customer focused and able to deliver excellence service levels.
*Operate and monitor all systems and processes in an efficient and compliant manner.
*Conduct daily remote site inspections.
*Record and report issues or faults immediately.
*Effective use and management of alarm handling software to ensure response times and customer records are accurate at all times.
*Monitor and respond to Manned Guard and Facilities check calls.
*Allocate resources and inbound calls in line with site assignment instructions and company SOPs.
*Work closely with the ARC Supervisor and ARC Operations Manager to achieve customer service and sales objectives, including: call answering times, call handling times, perfect call statistics, ARC revenue progress.
*Proactively follow up and track all inbound and outbound calls.
*Support with reception, sales and helpdesk administrative duties.
*Manage customer site tests.
*Demonstrate and assist with effective shift handover.
*Evaluation and feedback of individual KPIs with ARC Manager.
*Contribute to the growth of the department by delivering excellent levels of service at all times.
*Promote the company brand across all internal and external correspondence.
*In addition to the above duties and responsibilities listed, the job holder is required to perform other tasks as assigned by their Manager.
Skills & Experience:
*Previous experience in a busy control room/office/call centre environment.
*Have excellent communication and IT skills.
*Be proficient in the use of Microsoft Office applications.
*Proactive in keeping up to date records and following instructions.
*Target driven.
*Exceptional punctual and organisational skills.
*Impeccable telephone manner.
*Ability to multitask on an hourly basis.
*Capacity to work well under pressure and be able to make key decisions during crucial periods.
*Aware and due diligent in GDPR practices.
*Ability to deal with clients and colleagues at every level.
*Positive attitude with an open and friendly personality.
*Ability to act with tact and diplomacy when necessary.
*Desire to work as part of a team.
In return we offer:
*Great working conditions with a friendly and dynamic team for a highly respected, successful and organically growing facilities management business regarded as the leader in its field.
*Induction training and on-going coaching delivered by our professional trainers and Senior Management Team.
*Opportunities for company for progression.
For further info or to apply, contact us today at: [email protected]
Pay: From £13.58 per hour
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
