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Team Leader

  • Location:


  • Sector:

    Contact Centre

  • Job type:


  • Salary:

    Up to £27977 per annum

  • Contact:


  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    15 days ago

  • Expiry date:


  • Startdate:

    June 2024

Job Description

Brook Street Recruitment is working on behalf of our client - a well-known security company to recruit an experienced team leader to join the expanding business.

The role will involve managing a team of Arc Room Controllers.


  • Ensure the effective running of the shift team
  • Manage the event and call handling performance of the shift team to achieve and exceed KPI`s
  • Responsible for maintaining and improving on the quality of work being delivered by the team
  • Ensure full compliance to NSI and other Industry Standards
  • Monitor and manage the personal development needs of the team
  • Hold one to one meetings to improve motivation and morale
  • Help identify, develop and deliver training/coaching of the team
  • Assist in the analysis and resolution of selected customer complaints
  • Maintain a relevant production of succinct and timely reports for all aspects of shift team`s performance across all activities
  • Ensure appropriate technical and operational knowledge is kept up to date to allow input to the Monitoring Services continuous learning and process improvement plans
  • Ensure Health and Safety standards are followed within the SOC
  • Ensure company standards, principles and values are upheld and openly promoted


  • The post holder is expected to show courtesy and respect towards colleagues, service users and members of the public with whom they come into contact at all times.
  • Managing time and prioritising workload effectively
  • The post holder is expected to consistently demonstrate a high level of accuracy, attention to detail, and professional attitude
  • Staff are expected to demonstrate their commitment to company Monitoring Services by their regular attendance and the completion of tasks allocated to them.
  • All staff must comply with company no smoking policy on company premises.
  • All duties are carried out in compliance with company Health & Safety Policy, other company policies and statutory requirements.


  • Must have a minimum 2 years supervisory experience in an operational role
  • Must have a minimum of 5 GCSEs including English and Maths at grade C or above (or equivalent)
  • Comprehensive IT skills including ability to use all MS Office packages, including Excel
  • Ability to operate in a professional and confidential manner at all times
  • Excellent communication skills, both written and verbal.
  • Able to communicate effectively with all levels of business, internal & external
  • Self-motivated and able to work on their own initiative
  • Strong organisational and time management skills
  • Good people development and management skills

The role will require the person hired to work on a rota basis of shifts
7am to 7pm and 7am to 7pm - usually 36hrs one week and 48hrs the next

The salary for the role is £27,977 per annum and an uplift of £15 will be paid for each night shift worked on top of this salary.

If interested please send CV to Colleen Farquharson via the apply link

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