Business Development Manager (059jc) vacancy in Warrington ()

3 X Monitoring Operators – Swindon- £16500 plus shift allowance (to £19000)

Our client is an industry leader in the Security Systems & Monitoring Solutions area and are seeking 3 Monitoring Operators based in Swindon. The Monitoring Operator Role is one of great importance – monitoring customer premises for various alarm conditions and carrying out required actions in response to given action plans for a range of customer types.

Purpose of Position
The principle role is to handle and process alarms for Intruder, Fire, CCTV, Hold-up and other alarms, Access control, mobile phone tracking, and operation of building management systems in accordance with given procedures, and carrying out the requisite actions, within required timescales/service levels.
The secondary responsibilities are to process out of hours emergency call handling for service and other areas of the business as required using appropriate procedures as provided.
A flexible approach and focus on accuracy are key. The environment is a busy one requiring the ability to work under pressure and multi-tasking, whilst being able to accurately ensure all required tasks are carried out

Major Responsibilities:
• Understand the seriousness of role, responsibilities to the customer, and continually follow policies and procedures.

Daily duties including but not limited to the following:
• Interprets alarm signals received from subscriber’s premises that indicate arm and disarm of protected premises, unlawful intrusions, or fire, etc.
• Dispatches the proper public safety agency or customer assigned responder after receiving an alarm.
• Ensures that complete and accurate information is entered in the console log, eg. late to arm report, power report, aborted arms, phone line supervision, and Incident Reports.
• Answers the phone promptly and courteously within given service levels and guidelines, and assisting the customer immediately with any help they may require.
• Completes a service ticket when a system is malfunctioning and ensures that all pertinent information is entered.
• Maintains the End of Shift update log with all the necessary information that occurs during the shift including but not limited to escalating important customer issues or concerns upper management.
• Daily review all Alarm Incidents to approve and maintain the quality of the service.
• Monitor and ensure that after hours service requests are taken care of in an appropriate and timely manner.
• Administer customer database changes as appropriate.
• Understands and agrees to abide by and enforce all policies and procedures established by the company.
• Maintains a positive, professional, and caring atmosphere consistent with the company’s Mission Statement and Core Values.
• Maintains the confidentiality of pertinent information as defined in the company’s Business Conduct Guidelines
• Conducts self in a professional manner, limits absences and tardiness, and follows the appropriate dress code by following Company policy.
• Performs additional duties and special projects as directed or assigned by the PNC Management team.
• Demonstrates flexible approach to working hours, including the covering of shifts for holiday/absence cover as part of a standby rota.

Skills & Knowledge Required
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. GCSE’s or equivalent in English and Maths to Grade C or above are required
• Previous experience in a fast-paced and customer-focused environment is preferred
• Excellent attendance record
• A professional and positive attitude

Key Qualities Required
• Accuracy and good listening skills are key to this role
• The ability to communicate at all levels, in an adaptive and proactive manner, working in a positive and team manner
• To be able to handle pressurised situations and act accordingly
• To be able to multi-task and correctly prioritise of tasks, working closely within a team
• Use of initiative and following specific processes accurately are essential
• Excellent communication skills, both orally and in writing, are important
• Other requirements include proficient skills in Excel, Word, and Windows Media with good computer skills. A positive and good work ethic, willing and available to work weekends and holidays, ability to distinguish colours (due to alarm types being colour coded)
• Team-builder and Team-player
• Highly organized
• Challenger – results-driven
• Efficient and effective
• Flexible, open to new ideas and managing challenging situations
• Operates in accordance with the company’s Values and Business Conduct Guidelines and leads by example.
Working Environment
Individuals will be working within a secure environment within the Alarm Receiving Centre at individual workstations. It should be noted that due to security reasons, the ARC does not have any windows within the working environment.

Covering 24/7, 365 days a year. Current shift pattern arrangements in place are 4 on 4 off which will therefore include working weekends and public holidays.
Holiday absence cover will be required, and overtime as necessary. The role also operates a Standby system which is mandatory to ensure operational effectiveness and accreditation compliance.

Please note:
All employees will be subject to Security vetting which includes: a criminal background (Disclosure Scotland) check, 5 year employment history vetting, terrorism check and credit check.

For more information, please contact Claire Kirkby, at Ex-Mil Recruitment Ltd on 0844 478 0562 (Extension 3) or email: [email protected]