ARC Shift Team Leader - Birchwood Marlowe Fire & Security Group are the fastest growing and most innovative consortium of fire life safety and security service providers in the UK. Due to enormous growth and securing major new accounts across the country, we’re looking for bright, client focused, ARC Team Leader to provide and lead CCTV monitoring services whilst meeting required standards and customer SLA’s across the team. The Role: Provide alarm monitoring services in accordance with procedures & ARC accreditation. Handle incoming Telephone Calls in a timely & professional manner. Provide an OOH Service Callout function in accordance with MFSG requirements and policies. To provide excellent customer service to both internal and external customers Comply with the requirements for a CAT II NSI Gold ARC. Responsibilities Team Supervision : Provide guidance, direction, and support to team members, ensuring adherence to company policies and procedures. Goal Setting: Collaborate with ARC management to establish team objectives, key performance indicators (KPIs), and action plans to achieve targets. Performance Management: Monitor team performance, identify areas for improvement, implement strategies to enhance productivity and efficiency. Training and Development: Identify training needs within the team and facilitate training sessions to enhance skills and knowledge. Mentor team members to foster their professional growth. Communication: Serve as a liaison between team members and management, conveying important information, feedback, and updates effectively. Conflict Resolution: Address conflicts and challenges within the team promptly and diplomatically, striving to maintain a harmonious working environment. Workload Management: Manage team resources efficiently, including, equipment and headcount to optimize productivity. Innovation and Improvement : Encourage creativity and innovation within the team, fostering a culture of continuous improvement and adaptation to change. Performance Evaluation : Conduct regular performance evaluations, provide constructive feedback, and recognize achievements to motivate. Risk Management: Identify potential risks and obstacles that may impact team performance. Cross-Functional Collaboration: Collaborate with other departments or teams to achieve common goals. Compliance: Ensure team compliance with relevant laws, regulations, and industry standards, maintaining ethical conduct and integrity in all operations. General: Ensure the ARC & facilities are kept clean and tidy during the shift Requirements Our ideal candidate has Security ARC knowledge A good telephone manner and experience dealing with customers via phone and email. A customer-focused approach and the ability to effectively resolve customer queries. Excellent administration and computer skills. Previous experience working to deadlines and meeting SLAs. Excellent organisation, time management, and administration skills. Demonstrable experience working within a fast-paced and busy environment. Benefits Marlowe Fire & Security Group is the fire safety and security division of Marlowe Critical Services Together, we are the UK’s fastest growing and most innovative consortium of fire safety and security service providers, providing protection to our customers' property and people. Consisting of established and complementary brands: ACL, FAFS Fire & Security, Marlowe Fire & Security, Marlowe Kitchen Fire Suppression, Morgan Fire Protection, Clymac and Marlowe Smoke Control. What we offer As part of the Marlowe Fire and Security team you will have access to some great benefits including: Basic salary of up to £28,000 Pension Life Assurance Free, secure, onsite parking Paid Refer A Friend Scheme Mental Health & Well-being Scheme Employee Recognition Scheme Development and progression opportunities Equal Opportunities At Marlowe Fire & Security Group we strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.