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Area Operations Controller Team Leader Leeds, United Kingdom Up to 28055.53

Area Operations Controller Team Leader

Location: Leeds, United Kingdom |
Salary: Up to 28055.53 |
Posted: 19 Mar 2020 |
Closes: 26 Mar 2020 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 200000GP-internal

About the company:  G4S, a leading global security and outsourcing group, working with the Department of Work and Pensions to supply all of their required security needs, ensuring that G4S Secure Solutions grows and goes from strength to strength. G4S Secure Solutions UK LTD is an exciting division to work for leading the way in new technology, ideas and solutions to security requirements of the customer.

Job Description:

You will be responsible for leading a team of AOCs ensuring all operational demands are met within strict timeframes. Leading a team of eight Area Operations Controllers reporting to the Deployment Manager on the DWP account your role will require planning, foresight and effective supervision working in conjunction with another team leader who will be on the opposite shift. Training on all aspects of all disciplines will be given and the required knowledge to carry out your role at an operational level. The Team Leader will carry out extensive project works. Ensuring that Javelin/HCM is updated in good time overseeing the AOCs and critiquing their work. This role will require excellent people skills, mentoring capability and an understanding of escalation of issues in line with the account framework. 

Key Responsibilities 

  • Being a central point of contact for AOC staff, customers, stakeholders

  • Monitoring of AOC operators performance and quality assuring their work

  • Directing AOCs on all operational workloads

  • Responsible for supervising and assisting remotely working security personnel across the UK DWP contract

  • Supervising escalation procedures and incidents

  • Supervising the processing and arbitration of Ad hoc provision

  • Clearly communicating with the opposite Team Leader achievements on outstanding objectives

  • To report directly to the Deployment Manager on all issues affecting the operational hub

  • Monitoring, Management of staff and pro activity of the Telecontact system and other operational systems

  • Reporting on team members, setting SMART objectives liaising with the Deployment Manager

  • Ensure AOC operators are properly briefed

  • Supervise and effectively manage the team and completion of yearly development plans

  • Supervise and quality assure the work being done by the AOC operators

  • A central point of contact for escalation for all field based staff members

  • Ensuring an accurate handover of information to oncoming NCC staff  

  • Telecontact Management overview & inaccuracy reduction

  • Telecontact spreadsheet management and escalation of all issues

  • Management of Ad-Hoc work and its division amongst AOCs

  • Assist the Deployment Manager in achieving the deployment SLA’s

  • Providing incident management support to AOCs

  • Daily / End of week / monthly collation and checks

About you

  • You will have Excellent communication and interpersonal skills at individual, team and management level

  • Some experience of Oversight of training of all AOCs

  • Able to build, develop and maintain positive working relationships with clients, suppliers and internal support services

  • A self-starter with excellent problem-solving skills and a focus upon continuous improvement, both personally and to the benefit of the client and G4S and can effectively operate with the minimum of supervision and direction

  • Able to work under pressure, with a confident and resilient nature when dealing with contractual issues

  • Ability to prioritise and manage tasks and directives which may conflict each other

  • Able to produce informative and concise reports

  • Numerate and literate and experienced with Microsoft Office tools.

Key Performance Measures

  • Supervising Telecontact management

  • Leading the Team of AOCs

  • Effective management of AOC Operators in line with Company Policies and Procedures

  • AOC Operator Development and completion of Development Reviews

  • Submitting evidence of work to the Deployment for development reviews

  • Effective management of all business related systems

  • Key business targets as set by the Deployment Manager

  • Analysis of Company KPIs

  • Analysis of staff issues and providing feasible solutions to real time issues

In return 

  • You will receive a highly competitive salary

  • 33 days annual leave inclusive of Bank Holidays

  • Pension/Life Assurance

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