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Shift Pattern:
4 on 4 off, rotating two shift patterns (6am-6pm and 6pm-6am)
Job Objectives:
* Responding to alarms in a timely and accurate manner
* Providing customer service and demonstrating good knowledge of Microsoft applications
* Achieving Daily KPIs
* Meeting individual KPIs
* Incident reporting on alarms
Main Duties:
* Managing incoming and outbound calls efficiently and promptly
* Testing client site alarm systems, e.g., Fire Alarm Testing
* Remaining calm during genuine incidents, noting details, and notifying relevant personnel via email
* Capturing and logging details related to alarms, and preparing incident reports for clients
* Adhering to correct procedures and processes
* Collaborating as part of a team to meet operational expectations
* Becoming a Primary operator for key accounts such as NBS, FUJI, RR, SAINS, EE, etc.
* Conducting proactive monitoring tasks (camera checks, audio checks) and adhoc duties
* Using intercoms and passwords to operate access control systems at certain sites
* Triaging, communicating, and dispatching engineer work
Person Specification:
* Previous switchboard or call centre experience (desirable)
* Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
* Excellent interpersonal skills with the ability to work independently and in a team
* Capable of working in a fast-paced environment
* Effective workload management to meet deadlines
* Willingness to learn, develop, and demonstrate professionalism and commitment
Flexible working requests will be considered from day one of employment.
Our market-leading flexible benefits scheme offers benefits tailored to your lifestyle, including access to a virtual GP, financial wellbeing assistance via Salary Finance (including early access to earned pay and loans), and a customizable benefits platform, Choices, offering options like dental insurance, dining cards, coffee clubs, and technology discounts.
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