I manage a FTE of 40 individuals in a busy security control room on behalf of a blue chip client. Along with the normal day to day management of the team I am also responsible for innovation and driving efficiencies utilising LEAN methodology. To date we have delivered on some key projects including setting up and maintaining an Olympic team help desk and monitoring team that resulted in a perfect games from a security perspective...

Following a review of my duties and a restructure within my organisation my job title has recently changed to more accurately describe my current role.Recently I have been involved in a number of different projects all focused on improving the customer experience and driving efficiencies within the business.Although the new role encompasses all my previous duties there is now less focus of the technological aspect and more on building relationships with internal/external… Show more Following a review of my duties and a restructure within my organisation my job title has recently changed to more accurately describe my current role.Recently I have been involved in a number of different projects all focused on improving the customer experience and driving efficiencies within the business.Although the new role encompasses all my previous duties there is now less focus of the technological aspect and more on building relationships with internal/external customers including regulatory bodies and public services such as the emergency services. In addition I am now involved with promoting best practices within the business with a view to improving our overall NPS.My primary role is to be a main point of contact for any queries relating to our Customer Support Centre which encompasses our Customer Experience Centre, Engineer Experience Centre and NSI Gold ARC's Show less

The main duties of my current role involve providing training to internal and external customers of software packages utilised to interface with our internal business systems. This software allows individuals outside our alarm receiving centres to interact with their data real-time, make changes to key information and run reports as required.I am responsibility for providing support to both internal & external customers including corporate accounts, independent installation companies… Show more The main duties of my current role involve providing training to internal and external customers of software packages utilised to interface with our internal business systems. This software allows individuals outside our alarm receiving centres to interact with their data real-time, make changes to key information and run reports as required.I am responsibility for providing support to both internal & external customers including corporate accounts, independent installation companies and large blue-chip companies.During the last 18 months I have been involved with a major project to switch our main alarm monitoring software which involved transferring 350,000 customer records from one platform to the other. My involvement was initial testing to ensure the data was converted correctly, training of staff with our UK and EIRE ARC’s and training for Corporate Account Customers and independent installation companies. Following the implementation of the software I have headed up a team of 20 individuals to review and cleanse our entire database to ensure that we meet and exceed our customer’s expectations.In addition I am also requested to assist with adhoc projects within the business as the needs arises, for example I was one of the key contributors to plan and execute a successful IFSEC event in 2010 where we exhibited at a trade show..This role has involved a high degree of travelling as the areas I cover are the Midlands, Wales, the South of England and the Republic of Ireland. During this employment I also spent several years representing the company on the BSIA RVRC Working Group & CCTV Section committee. This gave me the opportunity to establish a name for myself within the security industry and make key contacts. Show less

The main duties of this role were an extension to my previous role of RVRC Team Manager. Along with managing the CCTV department I was now responsible for a Team of Individuals in the Alarm Receiving Centre and Specialist Support Centre. Although this new role brought many new challenges it gave me the chance to further improve my managerial skills and gave me a better understanding of the whole business.

This was a step up from my previous role many of my duties remained the same. The main differences between my previous position of Team Leader and my current role is the level of responsibility and the number of employees that report directly to me. As a Team Leader I was responsible for seven employees including the permanent day staff and support RVRC Analysts. In the role of Team Manager I now have a budgeted Head Count of 31 employees who report directly to me including two Team Leaders… Show more This was a step up from my previous role many of my duties remained the same. The main differences between my previous position of Team Leader and my current role is the level of responsibility and the number of employees that report directly to me. As a Team Leader I was responsible for seven employees including the permanent day staff and support RVRC Analysts. In the role of Team Manager I now have a budgeted Head Count of 31 employees who report directly to me including two Team Leaders, three Deputy Team Leaders, 22 full time RVRC Analysts and 4 Support RVRC Analysts. In this role I was also expected to assist in other areas of the business when the need arose, for example holiday cover for other departmental managers. Show less

My duties included ensuring the appropriate manning levels are in place to process the level of activity whilst taking into consideration overtime budgets, human resource issues including staff well being & disciplinary matters, the development and integration of new and existing technologies focusing on the operational effects, liaising with customers and accommodating external customer visits, promoting the services that the division can support to internal customers and developing… Show more My duties included ensuring the appropriate manning levels are in place to process the level of activity whilst taking into consideration overtime budgets, human resource issues including staff well being & disciplinary matters, the development and integration of new and existing technologies focusing on the operational effects, liaising with customers and accommodating external customer visits, promoting the services that the division can support to internal customers and developing ongoing training programs within the department. Show less

Key duties included answering customer queries over the telephone, arranging for engineers to attend faults and routine maintenance visits, passing intruder alarm, fire alarm and CCTV alarm activations to the emergency services and nominated keyholders, complete general administration work and often when new starters joined the company I was expected to shadow them during their initial training period.During the 5 years I worked as a Customer Services Advisor I worked within 3 separate… Show more Key duties included answering customer queries over the telephone, arranging for engineers to attend faults and routine maintenance visits, passing intruder alarm, fire alarm and CCTV alarm activations to the emergency services and nominated keyholders, complete general administration work and often when new starters joined the company I was expected to shadow them during their initial training period.During the 5 years I worked as a Customer Services Advisor I worked within 3 separate departments in both part-time and full-time capacities. Show less

Within my time at McDonalds I progressed from a crew member to a staff trainer. My primary role within this employment was the initial training, development and ongoing training of all crew members. Along with this I also worked as part of a team serving customers, preparing food, maintaining cleanliness and ensuring service times were kept to a minimum.