Control Room Supervisor

In the supervisor role, you will be responsible for handling the team's tasks and assignments and making sure employees are appropriately performing assigned tasks. A key element of this role is to oversee the efficient, effective performance of job duties as well as the leadership of and development of the coordinator's. You will be responsible in the support for the company's delivery of manpower operations, keyholding and mobile response throughout the UK, in doing so you will provide a high level of customer service support to our clients throughout the UK ensuring that the protection and security of customers sites, employees and assets is always at the forefront of your actions, as well as supporting the UK wide management team.,

• Achieve the highest standards of quality, service and presentation of the business


• Training, developing & mentoring the control room co-ordinators to develop and grow their skillset


• Assign workload and direct control room controllers to ensure that daily, weekly and ad-hoc responsibilities are achieved correctly, efficiently and on time.


• Conduct monthly welfare checks on control room controllers


• Support the Control and Response Manager along with the Operations Director, Operations Managers, Head of Mobile Response and the wider team in the operational activities of the contracts.


• Assisting department manager with recruitment, training and rostering of employees.


• Assisting in ensuring all relevant Operations Managers are made aware of developments, problems and other issues affecting the performance of their contracts, including annual leave and sickness cover of shifts.


• Compile accurate, concise and factual reports, data and statistics as requested from the department manager.


• Assisting in weekly report collation including ensuring weekly hours audits are completed, reporting any issues to department manager for further investigation.


• Completing initial investigations into service delivery failures and customer complaints and providing information to the control room manager.


• Ensuring the control room team have access to and knowledge of the location of all relevant documentation for service provision.


• Processing the Mobile Activity Log and working with Admin to ensure all tasks in 24-hour period is documented and on Dymension. Ensuring a sanity check of any missed tasks off the Mobile Activity Log and resolving any issues


• Processing & sanity checking the handover to ensure that the information contained within it is accurate


• Loading employee rota information onto our workforce management software Timegate and to ensure posts are filled with correctly trained and inducted employees in advance


• Utilisation of the 'Call Monitor' within Timegate to ensure any missed book on/off are investigated, reported and captured


• Updating timegate with lateness, blow-outs, sickness, annual leave to ensure 100% accuracy when billing and employee's wages


• Ensuring deployment of Mobile personnel to sites to assist with Alarm Activations, Incidents, general support and welfare checks


• Respond to calls and emails in a professional & timely manner ensuring that all messages are returned/dealt with appropriately


• Manage all service requests in a timely, efficient and proactive manner and provide updates regularly until the request is fulfilled.


When Kings carry out the recruitment process, we shall recruit an equal opportunities employer.


• Customer focused


• Proficient in Microsoft Office suite (Outlook, Word, Excel, PowerPoint)


• Strong time management and prioritisation skills


• Effective leadership, teamwork, strong organisational and problem-solving skills


• Flexibility and adaptability


• Excellent written and verbal communication skills


• Excellent interpersonal and communication skills


• Ability to work effectively to meet deadlines and supporting colleagues to meet deadlines


• Always be an ambassador for Kings, displaying quality and excellence in all dealings with external and internal customers and suppliers


Desirable Requirements for the Job:

• Previous experience in a control room, call centre or administration role is desirable., security: 1 year (preferred)


• security supervisor: 1 year (preferred)
  
  Pension


• Healthcare Cash plan


• Life Assurance


• Employee Recognition Scheme


• Employee Discount Platform


• Wagestream - Get instant access to your wages through our financial wellbeing tool. Wagestream is a platform that lets you stream up to 40% of the money you've already earned and also have access to easy tips to manage your money better


• Full paid SIA Licence renewal and associated refresher training, Job Types: Full-time, Permanent


Pay: £14.44 per hour,
• Company pension


• Employee discount


• Health & wellbeing programme


• Life insurance


• Referral programme


• Store discount


Schedule:

• 12 hour shift


• Night shift


• Weekend availability