Job Description
The successful applicants will operate within the VPS Monitoring Centre. The main responsibilities will be handling incoming alarms, answering customer queries and offering advice as well as helping to log jobs. At times, you will be the main point of contact for VPS staff and customers from other departments and will make decisions that support the rest of the business. The role of the CCTV Operator is to deliver exceptional customer service as part of a dedicated Monitoring Centre team, provide accurate and timely handling of incoming alarms, surveillance, customer service queries and out of hours customer support within agreed SLAs. Provide support function to sales, operational and administrational teams.
Key Accountabilities & Activities
· Understand the end-to-end VPS process from enquiry to invoice
· Adhere to the surveillance camera code of practice
· Answer calls and alarm activation within agreed SLAs
· Work within the expectations of existing VPS accreditations and current British Standard
· Be the first point of call for customers and engineers
· Work efficiently and effectively within a team
· Log any out of hours calls or queries on the appropriate software
· Ensure line manager is kept aware of all customer issues
· Attend training courses when required
· Develop and maintain an excellent knowledge of all the products and services offered by VPS
· Work closely with colleagues throughout the business providing daily support where required
· Drive for continuous process improvement
· Effective escalation of issues where appropriate to ensure customer request is resolved
· Effective complaints resolution adhering to company process
· Effective communication with internal and external stakeholders
· Effective prioritisation and time management
· Ad hoc duties as and when required by the business
Key Performance Indicators
· Speed of response
· Accuracy of administration
· Performance
· Relationship management
· Phone etiquette
· Email etiquette
· Customer service
Essential qualifications and experience and personal attributes
· Excellent attention to detail
· Excellent organisational skills
· Good oral and written communication skills
· Team player with strong interpersonal skills
· Professional manner when dealing with customers and colleagues
· Able to work under pressure and to tight deadlines
· Good problem-solving skills and able to use your own initiative
· Excellent working knowledge of Excel, Word and Outlook
· Good listening skills and an interest in developing knowledge of security services and products
· Experience working within a Remote Video Response Centre and CCTV software
Benefits
- Company pension
- Referral programme
- On-site parking
- Free parking
- Life insurance
- Health & wellbeing programme
- Sick pay
- Additional leave
- Enhanced Overtime
Job Type: Full-time
Pay: Up to £26,333.50 per year
Benefits:
- Additional leave
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Application question(s):
- Are you able to provide a complete 5-year employment history, including supporting references where required?
- Do you have experience using computers and working with a variety of software applications and computer systems?
Licence/Certification:
- SIA CCTV License (required)
Work Location: In person
