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Security Call Centre Operator

  • Salary: £22000 - £24300 per annum + package benefits
  • Location: Leeds, West Yorkshire
  • Job type: Contract
  • Sector: Facilities Management
  • Job reference: 386729ASH

Job description

We are currently working with a leading Security Solutions provider to recruit an Area Help Desk Operator for a site in the Leeds area. The role would be 40 hours a week Monday to Friday, with a rotational saturday morning 1 in 4, for an initial 6 month contract with the option to extend far beyond

The Role:

The position holder is responsible for consistent achievement of service delivery targets within the MoJ Contract and operational management. The position holder will be responsible for ensuring compliance with business systems.


  • Continually review Javelin to ensure compliance and accuracy. Must also ensure that Service Levels and Operational Strategy are being met.
  • Deployment of Security Officers to cover short term unplanned absence and additional and adhoc staffing requirements
  • Producing management information on a daily/weekly/monthly basis to provide relevant and helpful statistics and information to stakeholders
  • Managing the approval process for security officer annual leave
  • Planning the deployment of all MoJ and contingency staff to ensure the operational and financial objectives are met and are in line with contractual obligations and the Working Time Directive
  • Administration of all other types of absence
  • Resolution of Security Officer pay queries
  • Continually demonstrating best practice
  • Liaise with the Operational Team and HR to highlight performance issues
  • Continually assessing the manning levels to ensure security manning is its optimum and raise vacancy requests when required.
  • Completion of pre payroll checks in Javelin to ensure accuracy and correct pay for employees
  • Completing interviews across the work package, assessing appropriateness for the Court Security Officer role and collating screening documents compliant with screening standard BS7858

Candidate requirements:

  • Previous experience using a scheduling / logistics system
  • Experience within a call centre/service desk environment
  • Experience within the security sector
  • Able to work on own initiative with minimal intervention
  • Proven ability to manage a varied workload and prioritise accordingly
  • Ability to problem solve logically
  • Knowledge of company systems and procedures
  • Knowledge and understanding on the WTR
  • Good verbal, numerical and analytical skills

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