£25k - £25k Per Year

Job Type

Full Time


5 days ago


Would you like to help us make the world a safer place, people protecting people?

Our employees play an integral role in making people feel safe. Securitas is encouraging and empowering diversity & inclusion in the workplace and has been recognised with both UK SuperBrand and UK Top Employer awards for 2019/20.

Responsible for providing operational support and supervision to ensure the highest standards are maintained in the operation and delivery of the Control Room operational services. Accountable for scheduling and management of the day to day operation. Accountable for delivering outstanding customer service and driving performance. Leading and managing a team of skilled customer service operators delivering excellence to customers.

How you will make an impact as a Secure Contact Centre Team Leader:

* Take responsibility for helping to achieve solutions and make a change for the positive, identify short and long term trends and take action to make progressive changes.
* Provide support to the Control Room Manager in achieving deliverables
* Have operational knowledge of all the functions within the Control Room
* Be held accountable for KPIs, ensuring all Operatives are managed to ensure outstanding performance and service
* Conduct performance evaluations as well as monitor the attendance and performance of each employee through 1 to 1s and performance management processes
* To actively recognise outstanding achievements through Community Awards nominations
* To work closely with the recruitment team to fulfil required establishment
* To accurately record and manage overtime for your team and department
* Have an understanding of company policies and ensure implementation in relation to performance and absence
* Fully manage sickness and absence from work including the return to work and welfare support, be responsible for annual leave authorisation and planning of resources ensuring sufficient resilience
* Be the first point of escalation for complaints, escalations for internal and external customers, prepare responses to customer complaints, escalating to the Control Room Manager for review of serious matters (damage to reputation, cost incurred) Undertake disciplinary investigations where necessary, providing written reports with recommendations to line managers
* To ensure outstanding customer service by phone and email, conducting regular monitoring checks as necessary to ensure consistently high standards are maintained by all staff
* Provide a mentoring and coaching approach in training and developing staff
* Ensure continuous process improvements that lead to better quality/efficiency and increased customer satisfaction Support management by providing evidence-based reporting, identifying causation and proposing solutions to barriers/blocks to excellence within the SOC / companywide
* Maintain efficiencies by supporting a positive operations/service centre atmosphere and an overall stimulating work environment

Essential Skills

What you will bring to be a Secure Contact Centre Team Leader:

  • Call Centre Experience
  • English & Maths GCSE A* - C or equivalent
  • 5-year checkable employment history
  • Right to Work in the UK
  • Supervisory & leadership skills, demonstrating a coaching style within the last 5 years
  • Motivated, self-starter with a vision to shape the future
  • Evidence outstanding customer service skills
  • Have strong written and verbal communication skills and superior organisational abilities
  • Possess the ability to handle multiple tasks and manage and deliver conflicting priorities
  • Be available to work a flexible schedule and planning, and time management skills
  • Flexible, passionate about delivering excellence to customers and performance for the business
  • SIA CCTV Licence - Training can be provided

Desirable Skills

  • Experience desirable with some or all of the following - CloudView & Genetec
  • Experience of working in a Control Room environment
  • Experience of working in a Security Environment
  • SIA CCTV qualified and licenced
  • Health and Safety at Work
  • First Aid Certificate

About Company

Securitas Benefits:
  • Paid holiday, company pension and life assurance scheme
  • Discounted gym membership
  • Wellness advice and support
  • Cycle to Work Scheme
  • Car lease and new car purchasing schemes
  • Employee discounts and cashback savings across hundreds of your favourite high street brands, online shopping, holidays, and days out.
  • City & Guilds accredited training program for professional and personal development
  • Support to gain your SIA license

Our values are the foundation of our operations and the corporate culture is built on these values that help to shape a long-term, financially successful enterprise by creating value for customers, employees, and shareholders. They are summarized in three words: Integrity, Vigilance, and Helpfulness.

With our roots dating back to 1934, Securitas is one of the largest security service organizations in the world, we have around 150,000 clients, of which 150 are globally listed companies. We specialize in protecting corporate organizations, small to medium-sized businesses, and the public so a successful applicant will join an industry leader with over 370,000 employees, of which 9,500 are in the UK.

Join the Securitas Team today!