Position: Alarm Response Centre Operator

Working hours: Following the shift pattern of 2 days (7am–7pm), 2 nights (7pm-7am) and 4 off

Contract: Permanent & Full Time

What you will do  

Based within our Customer Monitoring Centre in Salford, Manchester, our Operators are the first point of contact for all of our customers, support with everything from account queries, technical support to live Monitoring. You will build relationships with customers and take ownership of all enquiries ensuring the service and support you provide is the very best available. Working within a team of experts where each member of staff is rewarded with on-going training, cross-skilling and fantastic career progression opportunities, enabling you to forge a lasting and rewarding future with a market-leading brand in a secure and expanding marketplace. 

What we offer 

·       Competitive Salary: Reflecting your skills and experience.

·       Flexible Leave Entitlement: 25 days of annual leave (pro-rated in hours) plus time off in lieu for any Bank Holidays worked.

·       Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.

·       Comprehensive Benefits: Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.

·       Exclusive Discounts: With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.

·       Career Development: Extensive opportunities for growth and advancement.

How you will do it  

·       Following the shift pattern of 2 days (7am–7pm), 2 nights (7pm-7am) and 4 off 

·       Dynamically interacting with live activations from customers Security and Fire systems  

·       Liaising with Police and Fire control  

·       Answering customer service calls in line with company processes and procedures  

·       Providing customers with advice on how to operate and test their security systems  

·       Booking engineer visits, liaising with engineers and customers regarding bookings  

·       Accurately imputing information onto computer systems  

·       Attending all necessary company training 

·       Always maintain customers confidentiality 

Required  

·       To be customer focused with a proactive, can-do attitude 

·       Adhere and deliver our company values 

·       We look for ambition and willingness to learn rather than extensive experience as we like our employees to progress within our business. 

·       This is a customer focus role so an excellent telephone manner 

·       Attention to detail and excellent spoken and written English is essential 

·       IT literacy 

Preferred  

·       Any contact centre or customer service experience will be an advantage. 

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