Job description
ay Rate: £ p/h
Shift Pattern: Week 1 - Mon (1700-0600), Tue (1700-0600) Wed - OFF, Thurs - OFF, Fri (1700-0600), Sat (1700-0600), Sun (1700-0600). Week 2 - Mon OFF, Tue OFF, Wed - (1700-0600), Thur (1700-0600), Fri - OFF, Sat OFF, Sun OFF
Job Objectives:
1. Responding to alarms in a timely and accurate manner
2. Customer service and good knowledge of Microsoft applications
3. Hit Daily KPIs
4. Individual KPIs
5. Incident reporting on alarms
Main Duties:
6. Managing incoming and outbound calls in an timely and efficient manner
7. Placing clients sites on test for alarm systems, I,e - Fire Alarm Testing
8. Being able to remain calm when a genuine incident is taking place, noting down all details and sending off emails to the relevant people
9. Capture and log all details relevant to alarms actioned and recorded in incident reports which then get sent to clients.
10. Ensuring correct procedures processes are adhered to.
11. Working as part of a team to achieve operational expectation.
12. Become a Primary operator for our key accounts. - NBS, FUJI, RR, SAINS, EE etc
13. Carry out proactive monitoring for specific clients and further adhoc tasks (Camera checks, audio checks)
14. Use of intercoms and passwords for clients to operate access control systems for certain sites.
Person Specification:
15. Previous switchboard/call centre experience
16. Must have good knowledge of Microsoft Office, Outlook, Word, Excel and PowerPoint.
17. Must have excellent interpersonal skills and be able to work on own initiative and as part of a team.
18. Ability to work in a fast-paced environment.
19. Ability to manage workload to meet team deadlines.
20. A willingness to learn and develop and show high level of commitment and professionalism.
Essential
21. Applicants must have a 5-year checkable history.
22. You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
We will consider flexible working requests from day one of employment.
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we'll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).