Operations Controller

Opus People Solutions Ltd; Colchester; Presencial; GBP 18.000 - 21.000; Jornada completa

Descripción de la vacante

Oakpark Security Systems LTD in Colchester, England, is seeking a dedicated Security Operations Controller to join our Security Services team on a relief contract with a mixture of day and night shifts. You will play a key role in safeguarding sites, responding swiftly to incidents, and delivering a professional service that reassures clients and upholds Oakpark’s standards.

Your responsibilities include answering incoming calls, actioning requests, monitoring emails, ensuring customer SLAs are

Formación

• Experience in Helpdesk, Call Centre or Control Room operations is desirable.
• Computer literate with a variety of software, including Microsoft Office and bespoke software packages.
• Strong communication and customer service skills.
• Ability to coordinate multiple priorities and follow detailed processes.
• Positive attitude and ability to work under pressure.

Responsabilidades

• Answering of incoming phone calls into the main Operations Control Room.
• Actioning the calls as required.
• Monitoring and actioning emails that come into the Operations Control Room.
• Ensure Customers SLA’s are adhered to.
• To provide our customers with a level of security in accordance with their requirements.
• To act in a professional, courteous and proper manner to all persons you have direct or indirect contact with whilst carrying out your duties and comply with all company procedures and policies.
• To always be in possession a valid SIA licence relevant for the sector within which you will be working and to display it clearly whilst on duty.
• To maintain the required Electric Database Systems, I.E TrackTik, Chase etc.. and ensure the integrity of our Mobile Response and site-based colleagues Health and Safety by effective use of the Lone Worker Monitoring and vehicle tracking Systems.
• Monitoring all CCTV system cameras and alarms and responding as required in line with procedures.
• Understand the escalation procedures relating to issues or incidents and know when to escalation or deal with locally.
• Report to the Duty Manager any incident outside of your experience or control and follow all actions and issues as required.
• Carry out daily equipment checks to ensure system serviceability and faults identified to the appropriate service partner and/or customer.
• Compile daily, weekly, monthly reports as required.
• Produce high quality Reports relating to all Incidents in a timely manner.
• To inform your employer and the SIA of any changes to your address and any other changes as detailed within your Terms and Conditions of employment.
• Present a positive image of Oakpark Security at all times.
• Maintain effective relationships with clients, colleagues, suppliers, external partners and other stakeholders to ensure cohesive delivery of services.
• Complete all training and compliance with company policies in relation to the use of vehicles, equipment and PPE.
• Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training/development activities.
• To Assist Operations Resourcer as required.
• In times that the Operations Resourcer is not working, to cover any immediate calls offs with a suitable trained officer, in line with Customer expectations and SLA’s

Conocimientos

Helpdesk experience

Call centre experience

Control room operations

Microsoft Office

Customer service

Herramientas

Microsoft Office

Bespoke software packages

Descripción del empleo

Operations Controller (33221) Colchester, England

Salary: GBP13.75 - GBP13.75 per hour

Are you motivated by safety, teamwork, and protecting communities? Oakpark Security Systems LTD is looking for a dedicated Security Operations Controller to join our Security Services team.

Who are Vertas?
Vertas delivers trusted, integrated facilities management solutions across Great Britain. Our team of 5,000 colleagues provides a comprehensive range of facilities services, including cleaning, catering, property design, recruitment, transport, and environmental management. You’ll find us putting the customer at the heart of everything we do, while prioritising our colleagues’ health, safety and wellbeing.

About the Role:

Based in Colchester, CO4 3ZLyou will be working on a relief contract with a mixture of day and night shifts.You’ll play a key role in safeguarding sites, responding swiftly to incidents, and delivering a professional service that reassures our clients and upholds Oakpark’s standards

Your responsibilities will include:

• Answering of incoming phone calls into the main Operations Control Room,


• Actioning the calls as required.


• Monitoring and actioning emails that come into the Operations Control Room


• within a centralised email box


• Ensure Customers SLA’s are adhered to.


• To provide our customers with a level of security in accordance with their


• requirements.


• To act in a professional, courteous and proper manner to all persons you have direct


• or indirect contact with whilst carrying out your duties and comply with all company


• procedures and policies


• To always be in possession a valid SIA licence relevant for the sector within which you


• will be working and to display it clearly whilst on duty.


• To maintain the required Electric Database Systems, I.E TrackTik, Chase etc.. and


• Ensure the integrity of our Mobile Response and site-based colleagues Health and


• Safety by effective use of the Lone Worker Monitoring and vehicle tracking


• Systems.


• Monitoring all CCTV system cameras and alarms and responding as required in line


• with procedures


• Understand the escalation procedures relating to issues or incidents and know


• when to escalation or deal with locally


• Report to the Duty Manager any incident outside of your experience or control


• and follow all actions and issues as required


• Carry out daily equipment checks to ensure system serviceability and


• faults identified to the appropriate service partner and/or customer


• Compile daily, weekly, monthly reports as required.


• Produce high quality Reports relating to all Incidents in a timely manner


• To inform your employer and the SIA of any changes to your address and any other


• changes as detailed within your Terms and Conditions of employment


• Present a positive image of Oakpark Security at all times.


• Maintain effective relationships with clients, colleagues, suppliers, external partners


• and other stakeholders to ensure cohesive delivery of services.


• Complete all training and compliance with company policies in relation to the use


• of vehicles, equipment and PPE.


• Maintain personal and professional development to meet the changing demands of


• the job, participate in appropriate training/development activities.


• To Assist Operations Resourcer as required.


• In times that the Operations Resourcer is not working, to cover any immediate calls


• offs with a suitable trained officer, in line with Customer expectations and SLA’s

Who are we looking for?

• Experience in Helpdesk, Call Centre or Control Room operations is desirable


• Computer literate with a variety of software, including Microsoft Office and


• bespoke software packages


• Solid organisational skills with the ability to coordinate multiple priorities and


• Ability to accurately follow detailed processes


• Strong communication and customer service skills


• Ability to build and maintain relationships with a strong teamwork ethic


• A positive attitude and ability to deal with pressure professionally

What You’ll Bring

• A passion for security and customer service.


• Excellent organisational and time-management skills.


• The right to work in the UK.