Sector 1440px by 600px3

Customer Support Controller Belfast, United Kingdom 9.01 hourly

Customer Support Controller

Location: Belfast, United Kingdom |
Salary: 9.01 hourly |
Posted: 21 Oct 2021 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 2100010V-internal

 

G4S now have an exciting opportunity for a Customer Support Controller to join our Belfast team on site or remotely.

As a Customer support Controller, working in the G4S Arc you will be responsible for the monitoring of our customer's alarm systems throughout the UK. You will be responsible for the safety of our customer’s staff, buildings and assets, using a market leading software suite to ensure that that all alarm activations are dealt with in a professional and timely manner. 

It is a critical role to our security operation, and you will be fully trained to ensure that you are compliant to the required security protocols and are prepared to deal with any situation that may arise.

 

Responsibilities:

  • 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


The ideal candidate:

 

  • Experience in dealing with both inbound and outbound calls
  • Able to communicate effectively with all levels of business, internal & external
  • Excellent attention to detail.
  • 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
  • Excellent communication skills, both written and verbal. 
  • Strong organisational and time management skills
  • Good people development and management skills
  • Able to obtain a SC clearance and 5 year history background check.

 

 

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

 

The role does require candidates to have the flexibility to work a rotational shift pattern of days and nights including weekends and Bank Holidays. 

Benefits

  • Remote/onsite working
  • Professionally delivered training and continuous on the job support
  • 5.6 weeks holiday per year, 8 of these will be in lieu of bank holidays (worked or not worked) 
  • Working with market leading systems
  • Career progression and development opportunities
 
 
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.

Advanced Search: