Controller Belfast, United Kingdom £8.78 hourly
ControllerLocation: 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
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
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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