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Control Room Operator Leeds, United Kingdom Up to 10.50

Control Room Operator

Location: Leeds, United Kingdom |
Salary: Up to 10.50 |
Posted: 28 Jun 2019 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 190001H1

CONTROL ROOM OPERATOR

Job Introduction

The Control Room Operator is the central support to our field operators to ensure excellence in Quality Customer Service. The role of the Control Room Operator is suited to a person prepared to accept responsibility in a highly demanding and responsible position. Reporting to the Control Room Manager, working within the control room team, to achieve the long and short term planning and forecasting of staff to ensure that the agreed service levels are achieved.

Role Responsibility

• Respond to all aspects as outlined in the training programme for Operators Operate all associated services in line with the Training Programme
• Liaise with customers and Operations Managers relating to issues, response, activity reports, complaints and queries, input and creation of rosters for all employees
• Support all aspects of the Company’s business nationally Identify and resolve issues arising from day to day company business in conjunction with the NCC Manager , Service Team and Operation Managers Work to the existing rostering system in place.
• Handling a high volume of Inbound and Outbound calls from all levels of staff across the organisation
• Responsible for providing exceptional levels of customer service by telephone and/or email etc. in a friendly, responsive and efficient manner
• Administer staff requests once reasonable, such as shift swaps and holiday requests
• To take ownership on all calls by being proactive with queries in terms of follow up and escalation
• Proactively keep up to date on all new procedures, systems and information
• Maintain an up-to-date level of procedural knowledge by being attentive to and acting upon information advised
• Maintains target levels of performance, as outlined by the supervisors in relation to customer satisfaction levels, call times, and other performance
• Maintaining and updating of systems Presenting G4S in a positive light and being committed to caller satisfaction
• Seeking advice and/or escalating queries as appropriate
• Delivering professional call handling activities and being an ambassador for G4S at all times. Having effective questioning skills and sharing knowledge to ensure colleagues are kept informed of any changes.


The Ideal Candidate

QUALIFICATIONS & EXPERIENCE

Excellent communication and professional telephone manner essential
Full fluency in both written and spoken English is essential
Full flexibility is required
5 year checkable work history
Experience working within a customer service or call centre environment would be an advantage

SKILLS

Strong organisational and time management skills
Highly motivated and enthusiastic individual
Ability to work with all levels of staff, be proactive and use initiative
Ability to work well in a fast paced environment
Excellent attention to detail
Target driven with ability to hit and exceed targets
Excellent Analytical ability and a numeric aptitude
Endurance, resilience & tenacity essential
Outgoing personality Strong team player, contribute to overall team performance, including support and assistance of other team members
Demonstrates professionalism, patience and enthusiasm

We act with INTEGRITY AND RESPECT
We are passionate about SAFETY, SECURITY AND SERVICE EXCELLENCE
We achieve this through INNOVATION AND TEAMWORK

About the Company

G4S is the world's leading global, integrated security company specialising in the delivery of security and related services to customers across six continents. We specialise in outsourced business processes and facilities in sectors where security and safety risks are considered a strategic threat. We operate in over 90 countries. We have a truly global business with large established market positions in developed markets and outstanding positions in fast growing emerging markets. G4S has a unique global footprint, employing more than 570,000 people world-wide, and are the largest security solutions provider in the world.

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