Warning
Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
SOC Team Leader
| Dyddiad hysbysebu: | 03 Rhagfyr 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 02 Ionawr 2025 |
| Lleoliad: | NN4 7SL |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 66558 |
Crynodeb
Job Overview
-Leading a team of SOC operators to support colleagues across the M&S network, by creating a safe and secure environment, enabling store teams to make every moment special for M&S customers.
Main Duties
-Day to day supervision of the SOC team.
-Working with the M&S SOC managers to ensure the efficient deployment of people, equipment, systems, and other available resources, establishing work priorities, and align to available resources.
-Build an effective engagement strategy with your team.
-Ensure workflow is monitored and controlled within the team to ensure capacity is high, and downtime, duplication, and wasted effort are minimised.
-Ensure excellent incident management of customer incidents and ensure a comprehensive handover is completed at the beginning and end of your shift, allowing the oncoming team leader to follow the agreed process.
-Demonstrate an excellent understanding of all systems in use within the SOC, enabling the team to respond accordingly to any signals or messages received, and guide the team in doing the same.
-Drive a customer service culture and promote client awareness amongst all CCTV operators.
-Ensure the team respond to all customer calls and requests, within target guidelines, and give our client and customers an excellent customer experience at all times.
-Reinforce and promote the message around company and client service and satisfaction.
-Ensure compliance with GDPR and company and client quality standards.
-Where appropriate, implement actions to protect the business and minimise non-compliance at all times.
-Lead the team in a way that is in-line with company values and behaviours, leading the team to fulfil their potential and to exceed client expectations.
-Report to the M&S SOC managers any incident that may occur outside of their working hours, following all agreed guidelines and protocols.
-Ensure process standards are adhered to and completed to a high standard at all times.
-Raise any complaints or mistakes in a timely manner, following agreed guidelines and protocols at all times.
-Work and communicate with other support functions as appropriate, to ensure workflow is effective and delivers the right output in the agreed timescales.
-Involve the team in problem solving, workflow ideas, and continuous improvement, to gain the best solutions whilst empowering your team.
-Pro-actively coaching the team for high performance through the use of huddles, 121's and PDR's.
-Utilise the companies recognition schemes to promote high performance.
-Complete ad-hoc projects for the M&S SOC managers on time, and to a high standard of quality.
What we are looking for
-Computer literate with a variety of software, including Microsoft office and bespoke computer programmes.
-Experience of managing and monitoring KPI performance.
-Ability to lead and motivate a diverse team to provide excellent customer service.
-A decisive and assertive decision maker.
-Good educational background and a solid command of written and spoken English language.
-Strong customer service ethos with excellent communication skills.
-Ability to communicate and report into key stakeholders within the contract.
-Experience of working within a fast paced demanding environment, able to work under pressure and make quick decisions.
-Reliable, flexible and discreet.
-Experience of working in a controlled environment.
-Solid organisational skills, with the ability to coordinate multiple priorities and achieve tight deadlines.
-Ability to build and maintain relationships with a strong teamwork ethic.
-A positive attitude and the ability to deal with high pressure situations.
Desired skills and experience
-CCTV SIA licence holder is desirable, however full training can be provided.
-An excellent working knowledge of all processes and procedures associated with a manned security operation's centre (SOC) including incident response, CCTV monitoring, remote access, and key holding.
-Experienced in achieving SLA's identifying gaps against standard's and implementing improvement solutions.
-Previous achievements of performance targets and driving performance through utilising metrics.
-Excellent report writing and analytical skills with sharp attention to detail.
-Flexible in working hours.
What we offer
-Attractive salary £35,645 per annum working 5 days out of seven, with an average of two weekend's on and two weekend's off.
-Varied shifts between the hours of 07:30am and 20:00pm.
-Very attractive retail discount.
-Training, career development, and progression opportunities.
-Additional benefits including access to online GP services, death in service, share options, and discounts for shopping, cinema, holidays etc.
-Free parking
-Leading a team of SOC operators to support colleagues across the M&S network, by creating a safe and secure environment, enabling store teams to make every moment special for M&S customers.
Main Duties
-Day to day supervision of the SOC team.
-Working with the M&S SOC managers to ensure the efficient deployment of people, equipment, systems, and other available resources, establishing work priorities, and align to available resources.
-Build an effective engagement strategy with your team.
-Ensure workflow is monitored and controlled within the team to ensure capacity is high, and downtime, duplication, and wasted effort are minimised.
-Ensure excellent incident management of customer incidents and ensure a comprehensive handover is completed at the beginning and end of your shift, allowing the oncoming team leader to follow the agreed process.
-Demonstrate an excellent understanding of all systems in use within the SOC, enabling the team to respond accordingly to any signals or messages received, and guide the team in doing the same.
-Drive a customer service culture and promote client awareness amongst all CCTV operators.
-Ensure the team respond to all customer calls and requests, within target guidelines, and give our client and customers an excellent customer experience at all times.
-Reinforce and promote the message around company and client service and satisfaction.
-Ensure compliance with GDPR and company and client quality standards.
-Where appropriate, implement actions to protect the business and minimise non-compliance at all times.
-Lead the team in a way that is in-line with company values and behaviours, leading the team to fulfil their potential and to exceed client expectations.
-Report to the M&S SOC managers any incident that may occur outside of their working hours, following all agreed guidelines and protocols.
-Ensure process standards are adhered to and completed to a high standard at all times.
-Raise any complaints or mistakes in a timely manner, following agreed guidelines and protocols at all times.
-Work and communicate with other support functions as appropriate, to ensure workflow is effective and delivers the right output in the agreed timescales.
-Involve the team in problem solving, workflow ideas, and continuous improvement, to gain the best solutions whilst empowering your team.
-Pro-actively coaching the team for high performance through the use of huddles, 121's and PDR's.
-Utilise the companies recognition schemes to promote high performance.
-Complete ad-hoc projects for the M&S SOC managers on time, and to a high standard of quality.
What we are looking for
-Computer literate with a variety of software, including Microsoft office and bespoke computer programmes.
-Experience of managing and monitoring KPI performance.
-Ability to lead and motivate a diverse team to provide excellent customer service.
-A decisive and assertive decision maker.
-Good educational background and a solid command of written and spoken English language.
-Strong customer service ethos with excellent communication skills.
-Ability to communicate and report into key stakeholders within the contract.
-Experience of working within a fast paced demanding environment, able to work under pressure and make quick decisions.
-Reliable, flexible and discreet.
-Experience of working in a controlled environment.
-Solid organisational skills, with the ability to coordinate multiple priorities and achieve tight deadlines.
-Ability to build and maintain relationships with a strong teamwork ethic.
-A positive attitude and the ability to deal with high pressure situations.
Desired skills and experience
-CCTV SIA licence holder is desirable, however full training can be provided.
-An excellent working knowledge of all processes and procedures associated with a manned security operation's centre (SOC) including incident response, CCTV monitoring, remote access, and key holding.
-Experienced in achieving SLA's identifying gaps against standard's and implementing improvement solutions.
-Previous achievements of performance targets and driving performance through utilising metrics.
-Excellent report writing and analytical skills with sharp attention to detail.
-Flexible in working hours.
What we offer
-Attractive salary £35,645 per annum working 5 days out of seven, with an average of two weekend's on and two weekend's off.
-Varied shifts between the hours of 07:30am and 20:00pm.
-Very attractive retail discount.
-Training, career development, and progression opportunities.
-Additional benefits including access to online GP services, death in service, share options, and discounts for shopping, cinema, holidays etc.
-Free parking