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    • Proven experience in a contact centre environment.
    • It helps around 25,000 customers each month with repairs, emergencies and service queries.
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    • Previous call centre experience is preferred but not required.
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    • Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
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    • Proven experience in a contact centre environment.
    • It helps around 25,000 customers each month with repairs, emergencies and service queries.
    • Include details of any customer service, call centre, contact centre, scheduling, or administrative experience you have.
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    • Previous call centre experience is preferred but not required.
    • Previous customer service / call centre experience would be advantageous.
    • Ensure emergency and reactive customer requirements are managed effectively.
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Job Post Details

This job has expired on Indeed
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Emergency Call Centre Agent - job post

SoloProtect Ltd
Sheffield S9 1RG
£27,022 - £29,724 a year - Full-time

Location

Sheffield S9 1RG

Benefits

Pulled from the full job description

  • Referral programme
  • Annual leave
  • Free parking
  • Company pension
  • Private medical insurance
  • Casual dress
  • Health & wellbeing programme

Full job description

Are you looking to join a company where people are at the heart of its mission? This could be a perfect opportunity!

SoloProtect is a global market leader in providing 24/7 workforce protection solutions.

Reporting to the Alarm Receiving Center (ARC) Manager, you will be responsible for handling alarms. This is an incredibly dynamic service that offers protection to over 30 thousand lone workers, nationwide. You will be trained and expected to manage different activations of alarms varying from false to genuine situations such as assaults, robberies and medical incidents.

What the job involves

You will be the first point of contact when an alarm activation is received from a customer. You will need to deal with the alarms in a calm and timely manner and take action to make sure our customers are safe and secure. The role will involve the following responsibilities:

  • Risk assessing emergency situations and escalating if required
  • Liaising with emergency services
  • Answering incoming phone calls to the alarm receiving centre
  • Monitor site security of SoloProtect
  • Communicating with customer key contacts regarding their alarms
  • Participating in departmental administrative duties when needed
  • Working towards quarterly objectives set by line management
  • Monitoring customer alarms in the queue
  • Prepare reports on behalf of customers

What training is offered?

When you join SoloProtect we will give you a six-week intensive training course to make sure you have all the knowledge and experience you need to perform your job role to the high standards our customers expect. Ongoing training will take place throughout your career, making sure you are up to date on all new procedures and policies within the alarm monitoring sector.

Working hours

Shift pattern

Night shifts 7pm to 7am

  • Week 1: On shift Wednesday & Thursday
  • Week 2: On shift Monday, Tuesday, Friday, Saturday & Sunday

Average hours per week – 38.5 hours

Annual leave per year – 254.1 hours

What skills would I need?

  • Customer service skills
  • Effective verbal and written communication skills
  • Accuracy and attention to detail
  • Listening skills
  • Ability to work under pressure
  • Confidence with Microsoft Package

What we offer

  • Competitive salary
  • Performance bonus
  • 254.1 hours annual leave
  • Ongoing training
  • Access to private healthcare
  • Employee Assistance Programme
  • Pension scheme
  • Bike to work scheme
  • Refer a friend scheme
  • Modern office
  • Free secure parking

Additional Information

  • Due to industry standards, all successful applicants will be vetted in accordance with BS7858

About SoloProtect

SoloProtect has been a market leader in personal safety technology since 2003, with huge experience as a lone worker device manufacturer, mobile app developer, monitoring centre operator, and safety solution provider. We deliver industry-leading service to employers in 14 countries and our safety devices are used and trusted by over 320,000 lone workers across the private, public and third sectors.

Dedicated to diversity

At SoloProtect we believe different ideas, perspectives and backgrounds are key to developing a creative working environment that delivers real results. It’s why you’ll find us championing diversity and equality at every turn.

Applicant Privacy Notice

When applying for a role with SoloProtect, the information you provide will be used for the recruitment process only. Please visit our Job Applicant Privacy Notice for more information: https://www.soloprotect.com/uk/about/careers/

Job Type: Full-time

Pay: £27,022.00-£29,724.00 per year

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Free parking
  • Health & wellbeing programme
  • On-site parking
  • Private medical insurance
  • Referral programme

Experience:

  • customer service, corporate or academic: 2 years (required)

Work Location: In person

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