Alarm Receiving Centre Operator
Pontefract - £19749.71 Pa - 4 on / 4 off - Days & Nights
We are recruiting for an Alarm Receiving Operator/or similar Security control room / Social Alarm monitoring centre to help protect our customer’s people, property, infrastructure, and reputation. You will be the first point of contact with our customers, responsible for the welfare of our service users and first line of defence against criminal activity. An ARC Operator should be passionate about what they do, take pride in making a difference and focused on the smallest of details.
Follow company & customer procedures for remote monitoring services, ensuring compliance with all relevant standards, including BS 5979, BS 8418, BS 8484, ISO 9001 & ISO 27001
To escalate genuine situations to the emergency services, other appropriate enforcement agencies and/or customer nominated points of contact as the specific situation dictates.
Handle alarms, activations and warning messages from security, safety and Lone Worker applications in accordance with NPCC guidelines, company procedures and customer expectations.
To provide access only to authorised person/s to protected premises.
Produce detailed, accurate, timely and professional incident and fault reports, suitable for onward communication to both our customers and key stakeholders within the company.
Conduct regular system integrity checks of remotely supported and internal systems to ensure there is no degradation in the effectiveness of the service/s we can provide. Identified issues should be reported externally to the customer or internally to the management team, without delay, as appropriate.
To report and escalate, intermittent temporary faults that may result in the degradation of the effectiveness of the service/s we are able to provide, externally to the customer or internally to the management team, without delay, as appropriate.
To raise and manage helpdesk requests, on behalf of our customers, in line with agreed processes and procedures. This may include, but is not limited to;
· raising a new request;
· escalation to on call personnel / managers;
· providing defined advice or;
· submitting reports following the call
To manage queries via telephone or in writing in a manner that portrays a professional, polite and courteous image of Reliance High-Tech & Reliance Protect. That instils confidence in our customers and demonstrates empathy where appropriate.
Take ownership of the customer, including responding to queries in a timely manner, recording customer requests, escalation of incidents, requests, and queries as necessary.
Ensure you maintain an understanding of the overall company objectives and departmental objectives.
Work as a team to ensure that we strive to exceed minimum service level agreements.
To immediately escalate to a member of the management team any issues that;
· have the potential to impact the services we provide;
· lead to a financial loss for either our customer/s or Reliance High-Tech;
· may result in harm to others or;
· may result in reputational damage to either our customer/s or Reliance High-Tech
To assist and support with the training or new starters and to highlight training needs as they occur.
To co-operate with the management team in respect of ongoing training and personal development.
To complete all mandatory company training within a reasonable timescale, usually within 4 weeks.
To ensure that you maintain knowledge levels and awareness of key company and regulatory policies and procedures, including, but not limited to GDPR, ISO 27001 & Health & Safety.
To ensure that you maintain knowledge levels of local work instructions & procedures so that you can carry out your duties to a high standard. This may include, but is not limited to, regularly reviewing training material, spending time with more experienced/knowledgeable employees and/or independent learning/research.
Assist colleagues within your own department and other departments as required.
To have a clear understanding of the emergency procedures that are in place for the Alarm Receiving Centre, including sound knowledge on how to operate all DR equipment.
To ensure adherence to all company policies, procedures, and work instructions.
To present a professional approach to the role, ensuring that full company uniform is worn at all times (unless specifically advised otherwise). Full company uniform to include Reliance High Tech or Reliance Protect branded polo shirts, plain black, formal trousers/skirt, black shoes and Reliance branded fleece jacket.
Work with the management team to set personal objectives and strive to exceed them.
Undertake all reasonable tasks as identified by the management team
Health and Safety
To be familiar with the Health & Safety requirements & arrangements at the site location.
To ensure co-operation with your employer in all matters relating to health & safety
So far as is practicable, to protect the health & safety of yourself and colleagues
Do not engage in any activities that may jeopardize the health & safety of yourself or others
To immediately report any potential health & safety risk, hazards
To immediately report any accidents or near misses
To take personal responsibility for the general housekeeping and cleanliness of the centre.
Ensure data integrity and confidentiality at all times.
Log and maintain accurate customer records.
To report any inaccurate customer information without delay.
Immediately report any suspected breaches of data protection.
Not to disclose any sensitive, confidential or personal information without prior authorization.
To regular review company processes in relation to data protection.
1.Qualifications, Knowledge, Skill and Experience (Required to perform the job)
Previous experience within a customer services environment
Excellent customer service skills, customer focused, puts the needs of the customer above all else
Excellent communication skills, both oral and written
Ability to prioritise workload
Works calmly under pressure
Excellent team working skills
Adaptable, flexible and a positive attitude
Previous experience working within an Alarm Receiving Centre or similar Security control room / Social Alarm monitoring centre
To hold a valid SIA PSS Licence
Experience working with standard IT systems such as Microsoft