Key Purpose of the Job
To work in the Grapevine IMAC (Intelligence Management and Analysis Centre) Alarm Receiving Centre as part of a team to achieve an impeccable delivery of service.
To receive and action incoming telephone calls and any other means of communication, obtaining all necessary information;
giving advice when appropriate; allocating an appropriate graded response to calls; and distribute as per the standard Grapevine operating procedures.
Key Job Responsibilities
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 the Grapevine IMAC operating 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 Manager.
CCTV and Alarm monitoring using Immix and Sentinel Alarm monitoring software or any other software as required.
To ensure prompt and accurate processing of all alarm activations within agreed timescales.
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 actively support at all times, 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
Essential requirements for the job
Excellent customer service skills is 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 pro active 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.
Desirable requirements for the job
Experience within a similar role
SIA CCTV qualified
Experience within an Alarm Receiving Centre