 Act as a role model for Operators and colleagues by conveying a professional focus at all times  To 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 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 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 teamto 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 your 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 required Excel Challenge Inspire * at service delivery, we must be the best at everything * We always ask ourselves, why do I do it this way? How can I do this better? What else can I do? * Have fun and be passionate about what you do Document ref: MG(F)528 Version no: 07 Page no: 2 / 3 © Mitie 2014 |Geographic Extent: Global |Classification: Mitie confidential when complete Person Specification  Consistently develops and maintains strong, day to day business relationships with colleagues and staff  Consistently demonstrates the ability to understand and act on a business/departments needs and priorities  Demonstrates ability to provide guidance and coaching to others  Demonstrates consistent ability to communicate effectively, formally and informally, with colleagues, subordinates and customers.  Demonstrate high levels of organisational skills.  Demonstrate ability to be self-directed with initiative and to be able to solve practical problems with limited supervision.  Demonstrate a commitment to promoting and safeguarding the values of Mitie  Demonstrate ability to work as part of a team and to develop and sustain good working relationships with internal and external customers  Excellent PC/MS Office skills