Control Room Operator

Mitie Group plc.; Craigavon; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

On-site parking

Training and progression

Overtime opportunities

Online GP and health benefits

Share options and shopping discounts

Job summary

Mitie Group plc. is seeking a Control Room Operator to join the team at Lurgan, Craigavon. You will respond to alarms, manage calls, and support customer sites with testing and incident reporting.

The role requires familiarity with Microsoft Office and strong interpersonal skills. Flexible, reliable, and capable of working as part of a team are essential attributes for this busy control room environment.

Qualifications

• Previous switchboard/call centre experience is desirable.
• Must have good knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Ability to work in a fast-paced environment and manage workload to meet deadlines.
• Willingness to learn and develop with a high level of commitment and professionalism.

Responsibilities

• Managing incoming and outbound calls in a timely and efficient manner.
• Placing clients' sites on test for alarm systems (e.g., Fire Alarm Testing).
• Remain calm during genuine incidents and document details for emailing to relevant people.
• Capture and log all alarm-related details in incident reports and send to clients.
• Ensure correct procedures are followed and work as part of a team to meet targets.
• Become primary operator for key accounts (e.g., NBS, FUJI, RR, SAINS, EE).
• Carry out proactive monitoring for specific clients and ad hoc tasks (camera checks, audio checks).
• Operate access control systems using intercoms and client passwords.

Skills

Customer service

Microsoft Office

Interpersonal skills

Teamwork

Tools

Call center software

Job description

Job Title: Control Room Operator

Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools, and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.

Where: Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY

Pay Rate: £13.45 p/h

Shift Pattern: 4 on 4 off, 6am-6pm (permanent days)

What is in it for you?

• A competitive salary
• A friendly and supportive team
• Training, career development & progression
• Overtime opportunities
• A great selection of benefits incl. Access to on-line GP services, death in service, share options and discounts for shopping, cinema, holidays, etc.
• Free on-site parking

Job Objectives:

• Responding to alarms in a timely and accurate manner
• Customer service and good knowledge of Microsoft applications
• Hit Daily KPIs
• Individual KPIs
• Incident reporting on alarms

Main Duties:

• Managing incoming and outbound calls in an timely and efficient manner
• Placing clients sites on test for alarm systems, I,e – Fire Alarm Testing
• Being able to remain calm when a genuine incident is taking place, noting down all details and sending off emails to the relevant people
• Capture and log all details relevant to alarms actioned and recorded in incident reports which then get sent to clients.
• Ensuring correct procedures processes are adhered to.
• Working as part of a team to achieve operational expectation.
• Become a Primary operator for our key accounts. I.e – NBS, FUJI, RR, SAINS, EE etc
• Carry out proactive monitoring for specific clients and further adhoc tasks,(Camera checks, audio checks)
• Use of intercoms and passwords for clients to operate access control systems for certain sites.

Person Specification:

• Previous switchboard/call centre experience is desirable
• Must have good knowledge of Microsoft Office, Outlook, Word, Excel and PowerPoint.
• Must have excellent interpersonal skills and be able to work on own initiative and as part of a team.
• Ability to work in a fast-paced environment.
• Ability to manage workload to meet team deadlines.
• A willingness to learn and develop and show high level of commitment and professionalism.

Essential

Applicants must have a 5-year checkable history.

You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

We will consider flexible working requests from day one of employment.