Area Operations Controller - DWP (Fixed Term Contract) Leeds, England
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 sixteen Area Operations Controllers reporting to three managers 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 work. 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.
You will be based at the Leeds Office, but hybrid working will be available upon completion of your training.
Your contract will be fixed until November 2023
Benefits
25 days holiday pay, plus bank holidays
Workplace Pension Scheme
Great 4 Savings Employee Discount Scheme
Progression, training and development opportunities
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
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.
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.
