Deadline: 02 Sep 2022

Deputy IMAC Manager

Job description

Key Purpose of the Job

Receive and action incoming telephone calls and any other means of communication, obtaining all necessary information; giving advice when appropriate; allocating an appropriate graded response to calls; and distribute as per standard operating procedures.

Key Job Responsibilities

• Provide an initial response to incoming information and enquiries fully recording events conforming to the DYMENSiON system.
• To answer incoming internal and external calls ensuring internal customer service standards are met
• To be fully conversant and apply all procedures as set out in IMAC manuals completing entries for events in compliance with the procedures
• To receive and disseminate intelligence/information to the security and law enforcement community in a timely manner
• To contact emergency services when required
• Alerting management and the customer of any apparent linked incidents.
• To carry out other such duties which are consistent with the nature, responsibilities and grading of the role
• To provide a positive experience for customers ensuring prompt and accurate information is captured.
• Assist Grapevine IMAC Manager
• To become fully conversant with all IMAC operations and be able to assist in any role as required under the direction of the IMAC management team.
• Adhere to Critical Threat and Tiger Kidnap process
• Any other reasonable requests from the IMAC Manager.
• Implement and act in accordance with all company policies including but not limited to information security policies, environmental, quality and Health and Safety,
• Protect assets from unauthorised access, disclosure, modification, destruction or interference
• Implement particular security processes or activities, as requested by management
• Support business needs in the event of an incident by following instructions requested by management.
• Report security events or potential events or other security risks to the organisation
• To assist where possible in resolving customer complaints avoiding escalation
• To assist the Manager with ongoing training of new and established staff both in hours and out of hours being flexible with working hours
• To ensure all training documents are signed off and updated on a regular basis
• In the absence of the Manager to take lead control of critical threat issues including CVIT attacks
• To be available as on call Out of Hours emergency contact on a Rota basis
• Ensure availability to attend meetings or take part on Teams with Post Office, Cougar, Compliance, HR and other departments where deemed necessary for the smooth running of the Department and the Company
• To ensure the Grapevine Team act in a professional manner at all times, ensuring the noise levels are kept to a minimum.
• Liaise with the Team regarding short breaks and lunch breaks maximising the number of staff are available within the department to ensure service levels are met.
• To be confidential at all times regarding staff issues, absence, problems, assistance with training needs, and P.I.P

Essential Requirements

• Excellent customer service skills is essential
• You must be conversant with windows-based computer systems and understand MS Word, Excel and Outlook.
• You will work well both as part of a team and as an individual.
• Have a proactive approach to meeting the demands of our client base.
• You will be well organised, possess strong communication skills
• Have the ability to work accurately under pressure to meet deadlines
• Flexibility is essential with working hours

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    This job description is an outline of the key tasks and responsibilities of the post and the post holder may be required to undertake additional duties appropriate to the pay band. The post may change overtime to reflect the developing needs of the organisation as well as the personal development needs of the post holder.
    The job holder and line manager will review this job description at least annually. The above job description had been discussed and agreed that this job description and person specification accurately describes the above post.

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