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Controller Belfast, United Kingdom £8.78 hourly

Controller

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:

Duties


  • 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



OTHER DUTIES

Any other duties as required by the Company.





GENERAL RESPONSIBILITIES

  • 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.


ESSENTIAL CRITERIA

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


Desirable


  • 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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