Customer Service Operator (24/7 Control Room)

Location: Enfield, North London

Salary: £11.00 to £12.00 per hour

Hours: 36-48 hours per week, Various shift patterns covering days, nights and weekends. Flexibility required

No of Positions: 2

2 X FULL TIME POSITION

GUK is a modern organisation offering high quality security solutions 24/7 across multiple sectors built on family values and traditions. Established in 2003 GUK has grown rapidly and manages nearly 1500 sites across the UK and employ around 1000 staff.

GUK goes to great lengths to create a great place to work and we are always on the lookout for people who can help us maintain our reputation for high standards and as a provider of excellent security services.

This is a challenging varied role within our 24-hour control and technical services team, supporting our 24/7 frontline operations which needs someone who enjoys being busy and working at a fast pace. Key to being successful in this role is great communication, as you will need to be able to talk to our officers and clients via telephone and sometimes via email. You will need to be able to listen carefully and understand the purpose of a call and record and escalate an incident to the appropriate person.

A typical shift in our busy control room would be looking after our officer’s welfare while at work, ensuring our frontline officers arrive for their shifts in good time, writing up incident reports and ensuring any urgent identified gaps in rosters are covered in good time.

Customer Service Operator Responsibilities:

• Provide support to the frontline Officers and general business via telephone or email on a variety of frontline operational activities.
• Ensure that all incidents are logged and operatives / departments are informed
• Prioritising calls and incidents, monitoring alarm activations and resolving or escalating appropriately.
• Update contact list and KH information on Webeye and Immix
• Produce end of shift camera functionality reports for HTS

Customer Service Operator Requirements:

• Working in customer services, ideally within a 24/7 call centre or control room dealing with high volume of calls and enquiries.
• Maintaining a database for accurate and real time activity recording.
• Experience of composing emails and preparing incident reports.
• Good IT literacy for fast navigation of IT systems and database.
• High level of written and oral communication with ability to adapt style to different audience.
• Able to deal with urgent situations and difficult, sometime anxious, people under pressure.
• Lives within one-hour commute from the Control Room and comfortable and committed to working shifts which includes regular night working.
• Tenacious when faced with complex incidents or problems requiring immediate action and resolution.
• Manage a high volume of CCTV alarm activation
• CCTV License desirable

Experience of the following: Customer Service, Inbound Calls, Control Room, problem solving, Diary Management, Data Input, Database Management, Report Writing, CCTV, SIA.

GUK / RUK is an equal opportunities employer, we encourage applications from a diverse range of individuals. We believe that a diverse talented workforce nurtures excellence and makes us a great place to work, where individuality and inclusivity are celebrated.