Customer Support Operator

Johnson Controls, Inc.; Portadown; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Pension

Life assurance

Employee assistance program

Employee discounts

Holiday entitlement incl. buy back

Full-time 42 hours/week

Cross training opportunities

Zero Harm safety policy

Job summary

Envision Intelligent Solutions, a Johnson Controls company, is seeking a Customer Support Operator for a full-time role in Northern Ireland. You will work 12-hour day and night shifts on a 4 days on 4 days off rota from Silverwood Business Park, Craigavon. The role involves monitoring CCTV/alarms, handling calls and supporting the control room team.

The position offers comprehensive benefits and training opportunities while emphasising safety and career development within a collaborative team.

Qualifications

• Ability to work under pressure independently or in a team.
• Ability to prepare letters, reports and documents concisely.
• Clear written and verbal communication, with diplomacy.
• Investigative skills to identify root causes of issues.

Responsibilities

• Monitor CCTV/Alarm activations, escalate and report.
• Answer intercoms and inbound calls professionally.
• Follow company policy when using telephone systems.
• Support the Control Room Supervisors and lead operations when trained.
• Monitor activations for mobile patrol dispatch and coordinate responses.
• Report operational difficulties to the supervisor on duty.

Skills

Work under pressure

Report writing

Communication skills

Investigative skills

SIA CCTV license desirable

IT literacy & English/Maths C

Education

GCSE English & Maths grade C or higher

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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