Operations Controller in Colchester

Who are Vertas?

Vertas delivers trusted, integrated facilities management solutions across Great Britain.

Our team of 5,000 colleagues provides a comprehensive range of facilities services, including cleaning, catering, property design, recruitment, transport, and environmental management.

You'll find us putting the customer at the heart of everything we do, while prioritising our colleagues' health, safety and wellbeing.

About the Role

Based in Colchester, CO4 3ZL you will be working Night Shifts, 42 Hours Per Week over 17 days, 4 days on 4 days off.

You'll play a key role in safeguarding sites, responding swiftly to incidents, and delivering a professional service that reassures our clients and upholds Oakpark's standards.

Your responsibilities will include

• Answering of incoming phone calls into the main Operations Control Room,
• Actioning the calls as required.
• Monitoring and actioning emails that come into the Operations Control Roomwithin a centralised email box
• Ensure Customers SLA's are adhered to.
• To provide our customers with a level of security in accordance with theirrequirements.
• To act in a professional, courteous and proper manner to all persons you have director indirect contact with whilst carrying out your duties and comply with all companyprocedures and policies
• To always be in possession a valid SIA licence relevant for the sector within which youwill be working and to display it clearly whilst on duty.
• To maintain the required Electric Database Systems, I. E Track Tik, Chase etc.. andproduce detailed shift Handover documentation.
• Ensure the integrity of our Mobile Response and site-based colleagues Health and Safety by effective use of the Lone Worker Monitoring and vehicle tracking Systems.
• Monitoring all CCTV system cameras and alarms and responding as required in linewith procedures
• Understand the escalation procedures relating to issues or incidents and knowwhen to escalation or deal with locally
• Report to the Duty Manager any incident outside of your experience or controland follow all actions and issues as required
• Carry out daily equipment checks to ensure system serviceability and escalte anyfaults identified to the appropriate service partner and/or customer
• Compile daily, weekly, monthly reports as required.
• Produce high quality Reports relating to all Incidents in a timely manner
• To inform your employer and the SIA of any changes to your address and any otherchanges as detailed within your Terms and Conditions of employment
• Present a positive image of Oakpark Security at all times.
• Maintain effective relationships with clients, colleagues, suppliers, external partnersand other stakeholders to ensure cohesive delivery of services.
• Complete all training and compliance with company policies in relation to the useof vehicles, equipment and PPE.
• Maintain personal and professional development to meet the changing demands ofthe job, participate in appropriate training/development activities.
• To Assist Operations Resourcer as required.
• In times that the Operations Resourcer is not working, to cover any immediate callsoffs with a suitable trained officer, in line with Customer expectations and SLA's

Who are we looking for?

• Experience in Helpdesk, Call Centre or Control Room operations is desirable
• Computer literate with a variety of software, including Microsoft Office and bespoke software packages
• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
• Ability to accurately follow detailed processes
• Strong communication and customer service skills
• Ability to build and maintain relationships with a strong teamwork ethic
• A positive attitude and ability to deal with pressure professionally
• What You'll Bring
• A passion for security and customer service.
• Excellent organisational and time-management skills.
• The right to work in the UK.
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