CCTV Operator.

Job Description

JOB TITLE:                                     Monitoring Centre Operator
BUSINESS UNIT/DEPARTMENT:  RVRC 
LOCATION:                                    Chadderton
REPORTS TO:                               RVRC Monitoring Centre Supervisor

To deliver exceptional customer service as part of a dedicated Monitoring Centre team, provide accurate and timely handling of incoming alarms, surveillance, customer service queries and out of hours customer support within agreed SLAs. Provide support function to sales, operational and administrational teams. 

Key Accountabilities & Activities: 

• Understand the end-to-end VPS process from enquiry to invoice  
• Adhere to the surveillance camera code of practice  
• Answer calls and alarm activation within agreed SLAs  
• Work within the expectations of existing VPS accreditations and current British Standard   
• Be the first point of call for customers and engineers 
• Work efficiently and effectively within a team 
• Log any out of hours calls or queries on the appropriate software 
• Ensure line manager is kept aware of all customer issues 
• Attend training courses when required 
• Develop and maintain an excellent knowledge of all the products and services offered by VPS 
• Work closely with colleagues throughout the business providing daily support where required 
• Drive for continuous process improvement 
• Effective escalation of issues where appropriate to ensure customer request is resolved  
• Effective complaints resolution adhering to company process  
• Effective communication with internal and external stakeholders 
• Effective prioritisation and time management 
• Ad hoc duties as and when required by the business  

Key Performance Indicators: 

• Speed of response 
• Accuracy of administration 
• Performance 
• Relationship management  
• Phone etiquette  
• Email etiquette  
• Customer service

Essential/Desirable qualifications and experience and personal attributes
Essential:

• CCTV licence  
• Excellent attention to detail  
• Excellent organisational skills  
• Good oral and written communication skills 
• Team player with strong interpersonal skills 
• Professional manner when dealing with customers and colleagues 
• Able to work under pressure and to tight deadlines 
• Good problem-solving skills and able to use your own initiative 
• Excellent working knowledge of Excel, Word and Outlook 
• Good listening skills and an interest in developing knowledge of security services and products 

Desirable: 

• Experience working within a Remote Video Response Centre and CCTV software