Alarm Response Centre Team Leader
£20682.77 + Quarterly Bonus
12hr 4 on – 4 off - Day shift (occasional nights to cover Duty Manager)
To deputise in the absence of the Duty Manager which entails taking on the roles and responsibilities of the Duty Manager, in their absence.
To assist with monthly quality checking against defined criteria, providing feedback and coaching to ARC operators and helping to identify training opportunities/needs on the back of continual quality monitoring trends and analysis.
To be a point of escalation for any customer queries or concerns that arise that the ARC Operators are able to satisfactorily resolve.
To monitor the incoming workstreams (alarms, calls & emails) and effectively utilise the available resource, assisting the operators where necessary to ensure minimum service levels are maintained.
To monitor the ARC Operators to ensure that they are providing the best level of service to our customers, following process and procedures and working effectively as a team.
To taken personal responsibility for quarterly objectives (and longer term initiatives) that deliver improvements in terms of customer service, efficiencies, cost savings and/or employee engagement.
Completing regular system health checks to ensure our systems are fully operational and to feed back any known and/or intermittent issues.
To monitor resource levels, ensuring, where possible, sufficient staffing levels are in place to meet customer demand, looks to flex resource to best meet demand, minimising financial impact.
To ensure full understanding of the centres Business Continuity Plans.
When required, due to the level of demand exceeding the available resource, thus resulting in our failure to meet minimum service levels, the Team Leader should support the ARC Operators with the management of alarms, customer calls and/or emails.
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 are able to 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, inline 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 the company;
May result in harm to others or;
May result in reputational damage to either our customer/s or the company
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).
Work with the management team to set personal objectives and strive to exceed them.
Undertake all reasonable tasks as identified by the management team
Business Improvement - Health and Safety - Data Protection
QUALIFICATIONS AND KNOWLEDGE
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 as a supervisor of others, or a real desire to make the step up
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 office
Ability to lead and motivate other
Adaptability / Open to Change
Attention to Detail
Empathy and patience
Ethics and Values
Integrity and Trust
Peer Relationships / Teamwork
Willingness to develop own skills