Assistant Team Support Officer

As the assistant team support officer you will be responsible for providing operational support to the Operations team and Team Support Officer's, including supervision in the absence of the TSO, to ensure highest standard are maintained in the operation and delivery of our SOC Operational Services. You will be accountable for scheduling and management of the day-to-day operation to support the TSO's and Operations Manager. Accountable for delivering outstanding customer service and driving performance. Supporting, leading and managing a team of skilled customer service operators delivering excellence to customers.,

• Responsible for ensuring the smooth running of each shift by correct utilisation of all employees and adequate coverage i.e. all critical areas, CCTV, alarm handling, call handling and co-ordinations.
• Responsible for ensuring the correct and efficient dispatch of all alarm signals received, actioned in accordance with NSI guidelines.
• Responsible for deputising for other Team Support Officers (TSO's) in their absence and responding to calls for assistance without delay, providing standby coverage on the days allocated.
• Responsible for ensuring the provision of an answering service for all incoming lines and associated business, out of hours co-ordination and message handling where appropriate. Ensuring all calls are answered in a timely manner, eliminating excessive on-hold times and providing a high level of customer service.
• Responsible for carrying out reviews of operational activity, ensuring efficient processing of services is maintained, researching existing or potential problem areas proactively and reporting to the Operations Manager. Ensure hourly stats are taken for Operators on shift and any issues resolved, whilst also ensuring all routine checks and reports are carried out.
• Responsible for ensuring all daily and weekly tests are carried out, with any defects escalated and reported to the Operations Manager / Technical department.
• Responsible for implementing the contingency plan, in the event of emergency conditions prevailing within the ARC. Also providing assistance and coverage during adverse weather conditions and busy periods.
• Responsible for ensuring support for Company buddies is maintained and delivered during the training period for new hires.
• Responsible for providing a mentoring / coaching approach, plus training and support to all Operational employees and Company buddies.
• Take responsibility for helping to achieve solutions and make change for the positive, identifying short and long-term trends, taking actions to make progressive changes for the ARC and its customers.
• To deliver results from the ARC through full responsibility and accountability for your team.
• Provide support to the Operations Manager and TSO's in achieving deliverables.
• Have operational knowledge of all the functions within the ARC.
• Be held accountable for KPI's, ensuring all operatives are managed to ensure outstanding performance and service.
• Conduct performance evaluations as well as monitoring attendance and performance of each employee through conducting regular 1-1's, annual appraisals and adopting the performance management process.
• To actively recognise outstanding achievements and staff nominations.
• To actively record and manage overtime for your team and department where required in the absence of the TSO.
• Have an understanding of company policies and ensure implementation in relation to performance and absence.
• Fully manage sickness and absence from work, including return to work meetings and welfare support. Be responsible for annual leave authorisation and planning of resources ensuring sufficient resilience.
• Be the first point of escalation for complaints, escalations for internal and external customers when required to support the TSO or Operations Manager. Prepare responses to customer complaints, escalating to the Operations Manager for review for serious matters (damage to reputation, cost incurred etc).
• To ensure outstanding customer service by telephone and email, conducting regular monitoring checks as necessary to ensure consistently high standard are maintained by all employees.
• Ensure continuous process improvements that lead to better quality, efficiency and increased customer satisfaction. Support management by providing evidence-based reporting, identifying causation and proposing solutions to barriers / blocks to excellence within the SOC / company-wide.
  
  Right to work in the UK Supervisory and leadership skills, demonstrating a coaching / mentoring style
• Motivated self-starter with a vision to shape the future
• Evidence outstanding customer service skills Job Description Making your world a safer place
• Have commercial awareness and experience in sales and business growth
• Strong written and verbal communication skills and superior organisational abilities
• Possess the ability to handle multiple tasks, manging / delivering conflicting priorities
• Be available to work a flexible schedule and planning, and time management skills
• Flexible and passionate about delivering excellence to customers performance for the business.
• SIA CCTV licence and qualified.
  
  Securitas is an all-inclusive employer, and we encourage individuality within our company. We believe that diversity and inclusion are not just buzzwords, but integral parts of our business strategy. Our goal is to create an environment where every employee feels that they belong regardless of their background or identity. Our belonging strategy has three pillars,
• how you join us and develop your career,
• the way we lead our teams
• fair pay and benefits.
To achieve this, we have a number of initiatives: employee networks which are a safe space to build communities and influence practices, Race at Work Charter, Armed Forces Covenant, Disability Confident, Reasonable Adjustment Passport, Domestic Abuse Charter, Healthy Workplace Awards and we are leading the way in the Neurodiversity Top Employer Certification. We celebrate our differences throughout the year by recognising significant dates such as BSL Week, International Women's Day, PRIDE, Black History Month and many more. If you want to learn more visit our website.