Job description

This is an exciting opportunity to be part of Mitie's Security team as a Team Manager within our Alarm Receiving Centre, where you will manage the overall day to day activity of control room operators. This position will be contracted to work on a rolling 4 on 4 off shift pattern.

Main Duties

• Ensure teams follow the necessary procedure for remote surveillance ensuring compliance with BS5979
• To understand and comply with policies and procedures
• Manage and support team to achieve exceptional performance and quality standards
• Manage all aspects of performance in relation to productivity, quality and absence
• To comply with all Health and Safety policies and procedures
• To ensure that you approach your duties taking into consideration the principles of Best Value
• Be responsible for rota management and holiday approvals for team
• To oversee and take responsibility for all service sectors within the control room
• To undertake additional duties in line with management requests as required
• Support colleagues in other service areas as require
• Act as a role model for Operators and colleagues by always conveying a professional focus
• Oversee a team who control remote access to monitored sites ensuring that only authorised and valid
  staff, contractors or vehicles gain access.
• To be familiar with the operation of all hardware and software within the ARC environment,
  reporting/escalating correctly when issues arise
• Ensuring best practice is observed in the ARC to ensure effective and efficient service is achieved.
• Identifying and address training needs and areas for improvement of customer service delivery
• Perform Operator quality assessments by monitoring and marking calls
• Provide Operators Coaching and feedback regarding their performance and quality

What we are looking for

• Must have management experience working within service delivery or contact centre.
• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
• Must have knowledge of Microsoft Office, Outlook, Word, Excel and PowerPoint.
• Must have excellent interpersonal skills and be able to work on own initiative and as part of a team.
• Ability to work in a fast-paced environment.
• Work effectively under pressure within a busy and diverse environment.
• Ability to manage workload to meet team deadlines.
• A willingness to learn and develop and show high level of commitment and professionalism.