Relief Control Room Coordinator

Key Purpose of the Job

In the co-ordinator role, you will be responsible for the company’s delivery of manpower operations, keyholding and mobile response throughout the UK. 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 Kings Guarding Solutions management team.

Key Job Responsibilities

• Achieve the highest standards of quality, service and presentation of the business Ensure that daily, weekly and ad-hoc responsibilities are achieved correctly, efficiently and on time.
• 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 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.
• 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 & check calls 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.

Essential Requirements for the Job:

• 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.