Job Title: ARC Operator Grade 2
Reports to: Duty Team Leader
Based at: Birchwood
Working as part of a team to deliver exceptional CCTV & alarm monitoring services to our customer base:
Handle & verify incoming CCTV alarms in a timely manner
Respond to incoming Fire & Intruder alarm signals
Adhere to ARC procedures
Assist the ARC team in delivering industry alarm response targets.
Answer incoming telephone calls as required within 15 seconds
Provide a professional response via telephone to our customers (external & internal) & to all emergency services.
To ensure integrity, accuracy and confidentiality of all information gained by working knowledge with the ARC.
Provide remote engineering assistance as and when required
Role of Department:
To provide an exceptional CCTV & Fire / Intruder alarm monitoring service.
To provide excellent customer service to both internal and external customers.
Key Working Relationships
Connect Monitoring colleagues
Other emergency services
Key Responsibilities & Accountabilities:
To adhere to all company policies & procedures.
To work in an efficient manner and assist the team in achieving set performance targets
Liaise with Police & other agencies when required
To record all events and actions taken in a clear, legible and accurate written format.
To provide an efficient & courteous response to all telephone calls and other communications both internally and externally.
To report any ARC equipment failures to the duty Team Leader.
To keep your work environment clean and tidy.
To adhere to all ARC rules and compliance with BS5979, BS8418 & ISO9001:2008
Maintain a valid SIA Front Line CCTV Licence
To maintain information security in accordance with the Data Protection Act.
Ensure the accuracy of data you directly input or record
Work setting and Assessment:
The duty Team Leader will set the work on a daily basis but you will be expected to manage your own workload.
You will be expected to work unsupervised to a degree after a suitable period of training.
Control Room staff will be assessed on a number of Key Performance Indicators (KPI’s).
· Timekeeping / Absence / Shift Cover
· Disciplinary Record
· Teamwork / General attitude
· Efficiency & effectiveness of alarm handling
· Quality and efficiency of CCTV guard tours
· Average shift workload
· Compliance with quality and operational procedures