Header - General Management

Controller Belfast, United Kingdom £8.78 hourly


Location: Belfast, United Kingdom |
Salary: £8.78 hourly |
Posted: 21 Jun 2019 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 1900014L-internal

Overall Responsibility:


  • Ensuring calls are dealt with in accordance with company / client procedures

  • Utilising customer service, IT, communication, and problem-solving skills

  • Making decisions quickly

  • Being sympathetic & sensitive to varying situations

  • Working under pressure

  • Taking ownership of incidents and seeing them through to resolution

  • Ensuring all telephone calls are dealt with professionally

  • Maintaining accurate records

  • Logging all calls

  • Storing data stored to enable reports to be generated for analysis by Management

  • Dealing with incidents & emergencies according to laid down escalation procedures

  • Ensuring processes & procedures followed are in line with NSI regulations

  • Answering inbound calls

  • Contacting existing clients via telephone

  • Responding to personal, residential, and commercial alarms

  • Monitoring specific customers' alarms

  • Compiling reports

  • Taking customers through technical information verbally

  • Providing excellent customer service

  • Being resilient with an extremely calm demeanour


Any other duties as required by the Company.


  • The post holder is expected to show courtesy and respect towards colleagues, service users and members of the public with whom they come into contact at all times.

  • Managing time and prioritising workload effectively

  • The post holder is expected to consistently demonstrate a high level of accuracy, attention to detail

  • Staff are expected to demonstrate their commitment to G4S Monitoring Services by their regular attendance and the completion of tasks allocated to them.

  • All staff must comply with G4S no smoking policy on G4S premises.

  • All duties are carried out in compliance with G4S’s Health & Safety Policy, other company policies and statutory requirements.

  • G4S is an equal opportunities employer.  The post holder is expected to adhere to G4S’s Equal Opportunities Policy throughout the course of employment.

  • To ensure the on-going confidence of the public in the staff of G4S, all staff must ensure they maintain the high standards of personal accountability required in the role.


Candidates MUST possess

  • Minimum of 5 GCSEs including English and Maths at grade C or above (or equivalent)

  • Comprehensive IT skills including ability to use all MS Office packages, including excel

  • Ability to operate in a professional and confidential manner at all times

  • Excellent communication skills, both written and verbal.  Able to communicate effectively with all levels of business, internal & external

  • Self motivated and able to work on their own initiative

  • Strong organisational and time management skills

  • Good people development and management skills


  • Sound knowledge of monitoring business

  • Knowledge of company systems and procedures

  • Thorough knowledge of all aspects of the Monitoring Services operation comprising ARC, CCTV, Location Based Services including Lone Worker, Vehicle Tracking, Control Room – ideally all elements are preferable though not essential as specific training will be given.

  • Valid & relevant SIA license

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