IMAC Call Handler - 10 month fixed term contract

• Provide an initial response to incoming information and enquiries fully recording events conforming to the IMS drop down system.
  
• To answer incoming internal and external calls ensuring internal customer service standards are met
  
• To be fully conversant and apply all procedures as set out in IMAC manuals completing entries for events in compliance with the procedures
  
• To receive and disseminate intelligence/information to the security and law enforcement community in a timely manner
  
• To contact emergency services when required
  
• Operate emergency response centre equipment and systems, ensuring efficiency in communications
  
• Alerting management and the customer of any apparent linked incidents.
  
• To carry out other such duties which are consistent with the nature, responsibilities and grading of the role
  
• To provide a positive experience for customers ensuring prompt and accurate information is captured.
  
• Any other reasonable requests from the IMAC Managers.
  
• Assist Cencon, CCTV and Alarm monitoring teams with alarm calls using Sentinel Alarm monitoring equipment or any other equipment as required and to cover break and meal periods
  
• Process alarm calls.
  
• To become fully conversant with all IMAC operations and be able to assist in any role as required under the direction of the IMAC management team.
  
• To support actively always, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
  
• Implement and act in accordance with the organisations information security policies
  
• Protect assets from unauthorised access, disclosure, modification, destruction, or interference
  
• Implement particular security processes or activities, as requested by management
  
• Report security events or potential events or other security risks to the organisation

Requirements

• Excellent customer service skills are essential
  
• You must be conversant with windows-based computer systems and understand MS Word, Excel and Outlook.
  
• You will work well both as part of a team and as an individual.
  
• Have a proactive approach to meeting the demands of our client base.
  
• You will be well organised, possess strong communication skills
  
• Have the ability to work accurately under pressure to meet deadlines.

• Experience within a similar role

Benefits

• 25 days holiday plus 8 bank holidays
  
• Company Health Care Plan
  
• Company Pension
  
• Life Insurance
  
• Cycle to Work Scheme
  
• Company Recognition Scheme
  
• Referral Scheme
  
• Kings Rewards