Communication Centre Team Leader

TN United Kingdom; Leeds; On-site

Job description

An exciting opportunity has arisen for a Communications Centre team leader 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 led by a Team Leader and consisting of three further operators.

Role Responsibility:

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

About you

1. Previous experience in the security industry preferred but not essential.
2. Previous experience of working in a contact/communications centre is also desirable but not essential.
3. You will be a team player - sometimes taking responsibilities for actions and supporting the other members of the team.
4. Knowledge of the creation of spreadsheets and manipulation of data in them would be a distinct advantage but not essential.
5. You will be able to prioritise your workload whilst under pressure.
6. You will have good communication skills at all management and employee levels.
7. You will have attention to detail, with excellent written communication skills.
8. You will be proactive in your approach to work and know what exceptional customer service looks like.

In return

1. Salary: £12.61 p/h (realistic earnings of circa £31,474).
2. Plenty of overtime opportunities.
3. Excellent opportunities for career progression within both the department and organisation.
4. Full training and support in the role will be provided from day one.
5. Free Parking.
6. 21 days annual leave.
7. Pension and Life Assurance scheme.
8. ‘Perks at Work’ scheme including staff discounts with major retailers such as: Argos, TK Maxx, Virgin Media, Currys PC World and many more.

You will just need to complete the following application form and one of our Recruiters will be in touch to discuss the next steps. Our recruitment and selection process will include an interview and screening to BS7858 standards.

Given the nature of the industry, we do need to ask some questions for security and compliance purposes, but don’t worry - you will only need to complete them once.