Customer Support Operator

jci; Craigavon; On-site; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Pension

Life Assurance

Employee assistance

Referral scheme

Employee discounts

Cycle to work

Security product discounts

Annual leave

4 on 4 off shifts

On-the-job training

Career development

Zero Harm policy

Resource groups

Job summary

Envision Intelligent Solutions, a Johnson Controls company, is seeking a Customer Support Operator in Craigavon to monitor CCTV/alarms, handle intercoms and calls, and support the control room team on a 4 on 4 off shift pattern. The role is full-time at Silverwood Business Park, Craigavon, BT66 6SY.

You will work in a fast-paced environment, ensuring timely reporting and safe operations. A strong team player with good IT literacy and communication skills is essential; SIA CCTV license is

Qualifications

• Ability to stay calm and focused during high-pressure situations.
• Strong written and verbal communication with customers and colleagues.
• Efficient report writing using standard templates.
• SIA CCTV license desirable but training provided.

Responsibilities

• Monitor CCTV/Alarm activations, respond and escalate as needed.
• Answer intercoms and inbound telephone calls professionally and promptly.
• Use telephone systems according to policy and procedures.
• Support the Control Room Supervisors in their absence (training dependent).
• Monitor CCTV/Alarm activations for mobile patrol and dispatch teams accordingly.
• Report operational difficulties to the on-duty supervisor.

Skills

Work under pressure

Self-motivated

Team player

Report writing

Communication skills

Investigative skills

IT literacy

SIA CCTV license desirable

Education

GCSE English and Maths (Grade C)

Job description

Who we are

Envision Intelligent Solutions, a Johnson Controls company, is a security systems service provider specialising in the rental market with our own in house CAT1 Alarm receiving Centre in Craigavon, BT66 6SY. We are professional, agile and innovative. We reward hard work and inspire people to reach for more. In an environment that is constantly evolving, we will set the foundation for you to grow and chart a career path that is as unique as you are. As part of our team, you’ll have the opportunity to make an impact that people can feel. The world is waiting for you and so are we.

We are currently looking for a Customer Support Operator to join our team. In this full-time, permanent position you will work on 12-hour day and night shifts operating on 4 days on 4 days off rota and will be located in Silverwood Business Park, Craigavon, BT66 6SY.

What we offer

• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

• Paid Annual Leave, plus bank holidays (Holiday buy back option available)

• Full Time (42 hours per week, 4 on 4 off shifts)

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Career development through various career ladders including Customer Service

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

What you will do:

• Monitor, interrogate and respond to CCTV/Alarm activations, including escalation and reporting

• Answer intercoms and inbound telephone calls professionally, quickly and effectively

• Effectively use the telephone systems and follow the guidance of the company policy and procedures

• Support the Control Room Supervisors and in their absence to take control of the operations (subject to training)

• Monitor and handle all incoming CCTV/Alarm activations for mobile patrol vehicles and dispatch mobile response teams accordingly

• Report any operational difficulties and problems to the supervisor on duty

What we look for

• The ability to work under pressure, to be self-motivated and able to work independently or as a team member

• The ability to prepare letters, reports and documents in an accurate and concise manner

• The ability to communicate diplomatically and effectively, both verbally and in writing

• Sufficient investigative skills to identify the root cause of any problems identified

• SIA (Security Industry Authority) CCTV license desirable however this can be provided via the in house training team.

• IT literacy and a minimum of grade C in English and Maths.

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