Controller - Alarm Receiving Centre (ARC)

We are seeking a controller to join our Alarm Receiving Centre Team at our Head office. If you enjoy helping and supporting customers and have a calm and professional manner as well as good attention to detail, can monitor alarms to the highest standard, and provide effective telephone responses to customer, then this could be the perfect role for you!

Working on rotating weekly shifts (days and nights) our alarm receiving centre controllers at Banham are integral to the monitoring service and support we provide our customers 24/7, 365 days of the year.

Who are we? 

Celebrating our Centenary, Banham is a family-owned, family-run business that has been providing security solutions since 1926. We operate throughout London and the Home Counties, offering a comprehensive service on all aspects of physical and electronic security. Most important, however, are the people who make up Banham. Our dedicated employees live and breathe collaboration; they inspire and learn from each other while upholding our standards of People, Service and Quality alongside our core values of Family, Pride and Trust. Employees who began their Banham careers as trainees, now head our key departments, and we are proud to foster a working environment that encourages staff to stay with us for many years through continual training, internal mobility and development opportunities. 

What can you bring to Banham?

Your previous experience within a customer service focused role will enable you to:

• Bring an excellent telephone manner, offering professionalism and calm manner when answering all Banham Group calls

• Provide excellent customer service on all calls

• Work within a team or independently and process alarm activations in a timely and accurate manner in line with all company standards.

• Liaise with emergency services, customers, internal departments, and out-of-hours service engineers.

• ensure accuracy and good attention to detail when inputting data, processing and reviewing daily reports as well as undertaking routine checks

• Ability to monitor high-profile CCTV accounts - you will need to hold an SIA PSS CCTV License to facilitate this (If you do not currently hold the accreditation, you will need to achieve this within 3 months of joining which we will support with).

• Willing to learn and be trained in Keyholding.

• Adhere to all company policies and procedures

• Communicate any trends, changes, and serious issues to your Manager/Supervisor

• Take ownership of the customer in all aspects relating to service delivery and customer satisfaction.

• Understand that discretion and confidentiality are paramount.

NB - this is shift based work - working rotating week on week off 12hr shifts of nights and days. (Days 6am-6pm and Nights 6pm-6am)

What will you get in return?

You will be entitled to a competitive salary of up to £30K PA (depending on experience) and a great range of benefits including:

• 23 Shift days Annual Leave

• Sick Pay that increases with length of service

• Subsidised Private Medical Cover after completing and passing probationary period

• Annual season ticket loan & Banham interest-free loan

• Cycle to work & Home & Tech scheme (each up to the value of £2k)

• Recruitment referral bonus scheme earning up to £1,000 per successful referral (T&Cs apply)

• Gym discount of up to 25%* (depending on Gym/Centre provider) at over 4,000 gyms, leisure centres, and yoga/Pilates studios

• Auto-enrolment into our pension scheme

• Training and development opportunities (including day releases for studies/exams)

• Company equipment tailored to your role (laptop, mobile, additional screens)

• Up to 50% off Banham products

• Banham Social Events

• Employee recognition rewards and moments of magic prizes

• Byond card - a workplace benefit to access exclusive offers and discounts on your everyday spend.

• Personal Accident Insurance Scheme - Accidents at work and outside of work are both covered, including personal attacks and sport-related injuries

• An employee assistance program (EAP) - a 24/7 free, confidential advice service for help with personal and professional problems. This benefit is available from day 1 and extends to your family

• Charity events throughout the year – Banham is proud to be working with The Royal Marsden Cancer Charity and sponsoring The Banham Marsden March since 2010. Over £17 million has been raised to make a difference for patients across the UK and the world for The Royal Marsden Trust.

If you share our values and have the drive and enthusiasm to help us fulfil our vision, of significant growth, we would love to hear from you. Please click APPLY now to register your interest.

Banham is an equal opportunities employer providing employment to its team members and applicants without regard for their sex, gender, race, national origin, religion, age, sexual orientation, disability, or any other category protected by law.

We welcome diversity and provide equal opportunities to applicants, based on experience, talent, and qualification for the job.