Area Operations Controller - DWP

Job description

About the company: G4S is a leading global security and outsourcing group, specialising in outsourcing of business processes in sectors where security and safety risks are considered a strategic threat. G4S have recently been acquired by Allied Universal making the company the biggest security provider and the 7th largest employer in the World.

This role will follow a shift pattern working both days and nights on a 4 on 4 off rotation.

Job Description:
You will be responsible for communicating effectively with a vast operational team ensuring all operational demands are met within strict timeframes. Part of a team of eight Area Operations Controllers reporting to the two team leaders on the DWP account your role will require planning, foresight and effective workload prioritisation working in conjunction with others on a rotating shift pattern. Training on all aspects of all disciplines will be given and the required knowledge to carry out your role liaising with the Deployment Manager and other managers to ensure the customer is catered for in every respect. Your role will require you to carry out extensive project works. Ensuring that Javelin/HCM is updated in good time ensuring your work is of a high standard. This role will require excellent people skills, mentoring capability and an understanding of escalation of issues in line with the account framework.

Key Responsibilities

Deployment of all security officers in line with customer requirements

Ensure the management and action of the Telecontact system

Supervising System arbitration and Ad Hoc provision

Responsible for assisting remotely working security personnel across the UK.

Ensuring that individuals are checking in and out as required

Assisting managers in the deployment of personnel in line with contractual requirements

Monitor the system to prevent possible issues of unavailability

Rostering and scheduling of all personnel

Reporting of Dropped Hours

Providing employee advice and welfare calls as required

Telecontact Management & inaccuracy reduction

Telecontact Arbitration and escalation

Programming of Ad-Hoc work, sickness reporting and skills database

Maintaining Operational systems information

Keeping the scheduling database up to date including all Joiners, Induction Training, Rosters, Leavers, Absence, etc.

Providing incident management support as directed by the team leader

Dealing with wage queries

End of week / month collation and checks

Submitting evidence of work to the team leader for development reviews

Skills, Qualifications and Experience

About you

Excellent communication and interpersonal skills at individual and team level

Ability to carry out multi skilled disciplines required on the DWP account after suitable training provided

Able to build, develop and maintain positive working relationships with clients, suppliers and internal support services

Excellent problem-solving skills and a focus upon continuous improvement, both personally and to the benefit of the client and G4S and can effectively operate with the minimum of supervision and direction

Able to work under pressure, with a confident and resilient nature when dealing with contractual issues

Ability to prioritise and manage tasks and directives which may conflict each other

Able to produce informative and concise reports

Numerate and literate and experienced with Microsoft Office tools.

In return

You will receive a highly competitive salary

28 days annual leave inclusive of Bank Holidays

Pension/ Life assurance

Perks at Work Scheme

Primary Location: United Kingdom-West Yorkshire-Leeds
Job: Operations
Organization: G4S-BU-UK
Contracted hours: Full-time
Employee Status: Permanent
Job Posting: Dec 1, 2021, 3:30:07 AM