Job Description
Key Purpose of the Job:
Day Shift - 4 on 4 off shift pattern, 12 hour shifts, 7am - 7pm.
We are looking for people with excellent customer service, response and resolution skills to be the represent our specialist IMAC (Intelligence Management and Analysis Centre) Alarm Receiving Centre as part of a team to achieve an impeccable delivery of service.
You will be the first point of contact for a round the clock alarm & CCTV monitoring helpdesk representing the business and our values. You will operate and monitor all inbound calls, live security systems, CCTV and intruder alerts to a high professional, accurate and effective standard.
Our data intelligence center is a high responsive round the clock service which means we have operators work for both days and nights.
Our office has excellent motorway and commute links with the benefit of free parking nearby.
Key Job Responsibilities:
1. Responding to inbound customer calls professionally, quickly and effectively
2. To provide an efficient and courteous telephone answering service and deal efficiently with all enquiries.
3. To operate and monitor control room systems to 100% accuracy
4. To record all events and actions taken in a clear, legible and accurate format
5. Ensure all queries are undertaken in compliance with the operating procedures, legislation and the codes of practice
6. To receive and disseminate intelligence/information to the security and law enforcement community in a timely manner
7. Recognizing, reacting & escalating incidents for both emergency and non-emergency calls and alarm activations
8. To identify and report equipment failure.
9. Implement and act in accordance with the organizations information security policies
10. Protect assets from unauthorised access, disclosure, modification, destruction or interference
11. Report security events or potential events or other security risks to the organisation
12. Obtaining, assessing and accurately recording comprehensive information from incoming calls to facilitate proper assessment, thus enabling rapid deployment of appropriate resources
Requirements
Essential Requirements for the Job:
13. Experience in a call centre /helpdesk environment
14. High attention to detail
15. Able to work on multiple computer systems
16. Ability to deal tactfully and effectively with a wide range of people.
17. Strong interpersonal and team working skills
18. Able to establish and maintain customer rapport
19. Team player
20. Ability to manage workloads and work under pressure
21. Ability to work within a continually changing environment
Benefits
Benefits:
22. Supportive and Collaborative Environment
23. Company Health Care Plan
24. Company Pension
25. Life Insurance
26. 25 days holiday plus Bank Holidays
27. Development Opportunities
28. Referral Scheme
29. Employee Recognition Scheme
30. Employee Benefits Programme including shopping vouchers and discount; up to £1,200 a year on reals savings for everyday needs
31. Cycle to Work Scheme
32. Wagestream – Get instant access to your wages through our financial wellbeing tool.
When Kings carry out recruitment we do so as an Equal Opportunities Employer.