Customer Service

Shift Team Leader - Alarm Response Belfast, United Kingdom 12.81 hourly

Shift Team Leader - Alarm Response

Location: Belfast, United Kingdom |
Salary: 12.81 hourly |
Posted: 3 May 2024 |
Business Unit: UK Secure Solutions |
Region / Division: UK & Ireland |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 10223

G4S has an exciting opportunity for a Shift Team Leader - Alarm Response to join our Belfast team.

Overall Responsibility:
Duties


● Ensure the effective running of the shift team
● Manage the event and call handling performance of the shift team to achieve and exceed KPI’s
● Responsible for maintaining and improving on the quality of work being delivered by the team
● Ensure full compliance to NSI and other Industry Standards
● Monitor and manage the personal development needs of the team
● Hold one to one meetings to improve motivation and morale
● Help identify, develop and deliver training/coaching of the team
● Assist in the analysis and resolution of selected customer complaints
● Maintain a relevant production of succinct and timely reports for all aspects of shift team’s performance across all activities
● Ensure appropriate technical and operational knowledge is kept up to date to allow input to the Monitoring Services continuous learning and process improvement plans
● Ensure Health and Safety standards are followed within the SOC
● Ensure G4S standards, principles and values are upheld and openly promoted

● 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, and
professional attitude
● 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.

This job description is not intended to be either restrictive or definitive. It is important to note that the responsibilities of the post may change to meet the evolving needs of the services that the Company provides. No job description can cover every issue which may arise within the post and the post holder is expected to carry out other duties from time to time which are broadly consistent with those in this document.


ESSENTIAL CRITERIA


Candidates MUST possess


● Valid & relevant SIA license
● Minimum 2 years supervisory experience in an operational role
● 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

CANDIDATES MUST HAVE A MINIMUM OF 2 YEARS SUPERVISORY/LEADERSHIP/MANAGEMENT EXPERIENCE TO BE CONSIDERED FOR THIS ROLE.

 

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 is the largest security solutions provider in the world.


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