Alarm Receiving Call Centre Agent (Working Shifts)

Security Monitoring Centres (SMC) in Nottingham have opportunities for Alarm Receiving Call Centre Agents to join our security monitoring centre team on a full time, permanent shift working basis. With opportunities for both SIA badge holders, and also non-badge holders.

About Us, Our Culture & What We Can Offer You

Since 1931, Security Monitoring Centres (SMC) has positioned itself at the forefront of security monitoring with the continual promise of keeping people safe across the UK and Ireland. We pride ourselves in delivering exceptional service to hundreds of thousands of customers, ranging from monitoring life safety systems, Telecare, Intruder, Fire, CCTV monitoring, Remote Concierge Services and the provision of service management software.

As part of the global API Group, we join a family of organisations , where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.

SALARY: £27,483.46 per annum including shift allowance

• 23 day holiday per year (rising to 24 days after 5yrs)
• Enhanced overtime rates *
• Free Onsite Parking
• Cycle to Work Scheme
• Company Pension Scheme
• Employee Referral Scheme (£1,000)
• Life Assurance (4 x Salary)
• A Central Benefits Platform offering a wide variety discounts
• Childcare Vouchers
• Employee Scholarship Programme
• Bravo scheme: Incentivising high achieving employees
• Health & Wellbeing Resources
• Ongoing training & development

*Overtime Rates: Standard overtime paid at 1.5x basic rate (hours exceeding 38.5) | Bank Holidays paid at 2.5x basic rate | Christmas Days & New Years’ Day at 3x basic rate

What You'll Be Doing As A Alarm Receiving Call Centre Agent

With full and ongoing training, you’ll be assisting with the monitoring of, and response to CCTV and intruder alarms. This will include contacting our customers in both a calm and timely manner in response to activated alarms on their premises and respond with the appropriate course of action to ensure our customers premises are secure.

• Handling inbound & outbound calls to our customers and external organisations, including the Emergency Services
• Process CCTV and alarm activations speedily and accurately
• Inform the relevant Emergency Services and Customers of relevant information in relation to their system

Working Hours: 38.5 hours per week - Working 4 shifts followed by 4 shifts off.

Shift Pattern:Rotating you will work two DAY time shifts 7am start to 7pm finish. Followed by two NIGHT shifts of a 7pm start to 7am finish. Then four days off.

What We Would Like You To Bring:

You will be a strong communicator, with a passion for delivering exceptional customer service. You will ideally possess some previous customer service experience within a telephone based or contact centre environment:

• Excellent listening skills
• CCTV (SIA) badge advantageous, but not essential – We have opportunities for both badge holders & non-badge holders
• Work well and remain calm in a busy, fast paced environment
• Excellent attention to detail, with high levels of accuracy
• Be able to work well on your own initiative as well as part of a team
• Strong IT skills
• Able to commit to shift working which includes a blend of day & night working

Job Types: Full-time, Permanent

Pay: £27,483.46 per year

Benefits:

• Childcare
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme

Schedule:

• 12 hour shift
• Day shift
• Night shift

Application question(s):

• What drives you to do a great job at work?
• This is a 4 on / 4 off shift working position, which includes two 12 hour night shifts and two 12 hour day shifts. Can you commit to this on a permanent basis?

Experience:

• telephone customer service: 1 year (required)

Licence/Certification:

• SIA CCTV Licence (good to have, but not essential) (preferred)

Work Location: In person