Communication Centre Operator

About the Role

An opportunity has arisen for a Communications Centre Operator to join our expanding Operations Support Team based in our Leeds office (LS10), West Yorkshire. You will be responsible for our frontline staff welfare, as well as supporting frontline staff and field based managers in all aspects of our security operations. This is a busy role and no two days are the same, but you will be working as part of a dynamic forward thinking team for the largest security company in the world!

The National Communications Centre works on a 4 on 4 off days and nights shift pattern offering plenty of flexibility and work/life balance for those that require it. Our shifts are 12 hours in duration offering a minimum of 42 contracted hours per week. There are 4 teams in the department each lead by a Team Leader and consisting of three further operators.

What will you be doing

• Monitoring the health, safety and welfare of field based personnel (typically security guards) through completion of welfare calls and effective escalation where needed
• Producing timely and accurate incident reports for circulation and escalation to operational management
• Out of hours support to our field based Operational Management teams across the country
• Acting as a central point of contact for all G4S staff
• Providing support to the Operations Teams in using our processes and systems to their full capability
• Out of hours scheduling and deploying security personnel across the country in line with client contractual requirements
• Ad hoc tasks supporting the collation and organisation of data supporting our frontline operations
• First point of contact for enquiries from the general public
• First point of contact for enquiries out of hours from our client base

What we are looking for

• Ideally you will have experience in a similar role or within a response team (such as 999 operator) or call centre experience but this is not essential
• Previous experience of working in a contact/communications centre is also desirable but not essential
• You will be a team player - sometimes taking responsibilities for actions and supporting the other members of the team
• Knowledge of the creation of spreadsheets and manipulation of data in them would be a distinct advantage but not essential
• You will be able to prioritise your workload whilst under pressure
• You will have good communication skills at all management and employee levels
• You will have attention to detail, with excellent written communication skills
• You will be proactive in your approach to work and know what exceptional customer service looks like

Benefits for working for G4S

• Basic salary of £10.77 per hour (circa £23,500pa)
• Plenty of overtime opportunities (expect to earn circa £28K with some overtime)
• Excellent opportunities for career progression within both the department and organisation
• Full training and support in the role will be provided from day one
• Free Parking
• 21 days annual leave
• Pension and Life Assurance scheme
• Free Parking
• ‘Perks at Work’ scheme including staff discounts with major retailers such as: Argos, TK Maxx, Virgin Media, Currys PC World and many more.