Job Details
Our Client is a leading supplier of security, time and attendance and communication solutions that include CCTV, Access Control, Intrusion Detection, Fire Alarm, Electronic Article Surveillance, Staff Protection, Paging and Time and Attendance.
They are currently seeking a Protection Net Centre (PNC) Manager to be based at their operations centre in Wiltshire. The role is permanent.
Reporting into the Head of Service, the successful candidate will be responsible for managing the day to day operations of the Protection Net Centre (PNC).
You will be responsible for the development, implementation and improvement of processes, procedures (incl. NSI) and systems for the smooth operation and improvement of the PNC.
You will co-ordinate and motivate PNC staff to ensure that this important business function operates smoothly and efficiently at all times.
You will set and meet performance targets for speed, efficiency, and quality.
You will manage the daily running of the PNC which comprises a team of 21 staff including 6 direct reports.
You will ensure business systems are well maintained and kept up to date with customer information.
You will manage the URN false alarm management process.
You will liaise with Emergency Services and Insurance Companies to ensure continued compliance.
You will liaise with Supervisors, Team Leaders, Operatives and third parties to gather information and resolve issues.
You will manage the customer complaints procedure.
You will handle the most complex customer complaints or enquiries directly.
You will maintain up-to-date knowledge of industry developments, legislation and regulation changes to ensure compliance with NSI.
You will support the Quality Manager with third party audits to ensure continued compliance with the relevant governing bodies i.e. NSI, BSI, etc.
You will monitor random calls to improve quality minimise errors and track operative performance.
You will co-ordinate staff recruitment, including writing vacancy advertisements and liaising with HR colleagues to ensure recruitment procedures are met.
You will review the performance of staff, identifying training needs and planning training sessions.
You will record statistics, user rates and the performance levels of the centre and preparing reports.
You will organise staffing, including shift patterns and the number of staff required to meet demand as well as other areas of operational compliance.
You will coach, motivate and retain staff.
You will forecast and analyse data against agreed business KPI`s on a weekly and/or monthly basis.
Finally you will improve performance by raising efficiency and implementing robust processes.
Knowledge and Skills:
You will be an accomplished security professional ideally with experience of managing a security operations centre / security monitoring environment.
You should have a sound knowledge of the security systems industry.
You should have a proven ability to work with and successfully influence both customers and internal stakeholders.
You will be experienced in the utilisation of business data to drive business improvement and behavioural change.
You should be experienced in project management principles in a dynamic commercial environment.
You should be highly IT literate, able to generate and analyse complex reports and numerical data.
You should have a proven track record in the implementation and management of business processes and procedures to drive efficiencies and customer satisfaction.
You should have excellent inter-personal and communications skills, able to work cross-functionally.
You should be someone who pays attention to detail and have good time management and planning skills.
You should be a team builder and a team player, highly organised, efficient and effective.
You will be a challenger, results driven, flexible and open to new ideas and able to manage challenging situations.
You will operate in accordance with our clients Business Values and Business Conduct Procedures and able to lead by example,
You must have a full UK Drivers Licence.
Candidates MUST be able to successfully pass Security Vetting and an additional requirement which includes a Call Credit file check for any active CCJ`s.
Whilst we would like to respond to all our on-line applicants, regrettably we are unable to do so due to the high volumes of applications we receive. If you have not heard from us within 4 weeks from submitting your application, please assume on this occasion your application has been unsuccessful.
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