ARC Administration Assistant

Full Time
North East
Posted 2 weeks ago

Job Title: ARC Administration Assistant
Reports to: ARC Administration Team Leader
Based at: Birchwood

Job Summary:

Key Functions:

  1. Manage the Admin Inbox emails and ensure all are completed or forwarded to the correct department.
  2. Complete all database amendments
  3. Set up and complete all new connections to the monitoring platforms
  4. Complete administration of police URNs and response levels within timescales defined by police.
  5. Ensure orders for signalling are actioned in a timely manner
  6. Provide FAM support as required on a daily basis
  7. Action any Critical Data Omission notifications as required
  8. Support the ARC Operation & ARC Tech Desk functions when required.
  9. Carry out any other business functions as required by the company.
  10. Understand and comply with GDPR.

Working as part of the ARC Team you will:

  • Adhere to all company policies & procedures.
  • Assist in achieving ARC Performance Targets.
  • Record all events and actions taken in a clear, legible and accurate format.
  • Provide an efficient & courteous response to all telephone calls and other communications both internally and externally.
  • Report any ARC equipment failures to ARC Management / Technical
  • Keep the ARC work environment clean and tidy.
  • Adhere to all ARC rules and compliance with BS5979, BS8418, ISO9001:2008, ISO27001

Key Working Relationships:

  • Connect colleagues
  • Marlowe Group Colleagues
  • External Customers
  • Internal Customers
  • Key Holders
  • Police
  • Other emergency services
  • Visitors

ARC Performance Targets:

Current ARC / Team Performance Targets (Alarms)

  • 90% of Fire alarms handled within 30 seconds
  • 80% of PA alarms handled within 30 seconds
  • 98.5% of PA alarms handled within 60 seconds
  • 80% of Intruder alarms handled within 90 seconds
  • 98.5% of Intruder alarms handled within 180 seconds
  • 80% of CCTV alarms handled within 90 seconds
  • 98.5% of CCTV alarms handled within 180 seconds

Current ARC / Team Performance Targets Telephones (Incoming calls)

  • Abandoned Rate below 3%
  • 80% of calls answered within 15 seconds
  • Average Call Duration of 90 seconds

Current ARC / Team Performance Targets Administration

  • Keyholder Amendments completed within 24 hours
  • Signalling Orders actioned within 24 hours (Monday to Friday)
  • General database edits completed within 24 hours (Monday to Friday)
  • Police URNs & Response levels actioned within Police timescales
  • General Queries actioned within 48 hours (Monday to Friday)
  • New CCTV Setup actioned within 5 working days#
  • Action signalling transfer requests within 5 working days

Note: Targets are subject to change to ensure compliance to industry standards and company requirements.

Job Features

Job CategoryOperations

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