Control Room Operator - Day Shift

Mitie; Lurgan; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Online GP services

Death in service

Share options

Discounts (shopping, cinema, holidays)

Free on-site parking

Job summary

Mitie is seeking a dedicated switchboard/call centre operator to join our on-site team in the UK. You will respond to alarms, manage calls, and conduct incident logging while maintaining excellent customer service and upholding security procedures.

The role provides opportunities to work with key accounts and benefit from a supportive team and comprehensive on-site facilities. You will need solid knowledge of Microsoft Office applications and the ability to stay calm during incidents.

Qualifications

• Previous switchboard/call centre experience is desirable.
• Proficient with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Excellent interpersonal skills; able to work on own initiative and in a team.
• Able to work in a fast-paced environment and manage workload to meet deadlines.
• Willingness to learn and develop with a high level of professionalism.

Responsibilities

• Respond to alarms in a timely and accurate manner.
• Provide customer service and have good knowledge of Microsoft applications.
• Hit daily KPIs and support individual KPIs.
• Document incident reports and ensure correct procedures are followed.
• Operate as a primary operator for key accounts (e.g., NBS, FUJI, RR).
• Carry out proactive monitoring for specific clients (camera checks, audio checks).
• Manage incoming and outbound calls efficiently.
• Place client sites on test for alarm systems (e.g., Fire Alarm Testing).
• Use intercoms and passwords to operate access control systems.

Skills

Microsoft Office

Switchboard experience

Interpersonal skills

Tools

Intercoms

Access control systems

Alarm systems

Job description

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.

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

What is in it for you?

• A friendly and supportive team
• 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.

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.