Control Room Operator - Midrand at Fidelity Services Group

PURPOSE:    

The aim of a Control Room Operator is to handle incoming calls and signals in the SecureFire Control Room, depending on the level of training he/she can also be used as a dispatcher / radio operator.

Your job description encompasses, but is not necessarily, limited to the following:

Key Performance areas

Administrative

•  Monitor and action emergency incidents and non-emergency events.
•  Dispatching of vehicle/s to the correct locations received via radio or call in.
•  Phoning of the clients / persons concerned to retrieve accurate information.
•  Recording all relevant information into the occurrence book by means of computer
•  Monitor of the radio and record all messages received – emergency related as well as non-emergencies. Vehicles booking stand-offs, refuels and leaving one location to book to another location.
•  Record and report all incidents and accidents to relevant role players.
•  Ensure all relevant administrative work, handled signals and information regarding an incident is captured and completed.
•  Updating of timesheets handed to supervisor to submit.

Computers and Equipment

• Report any defaults to the Control Room Supervisor and/or Senior Controller
• Ensure that all equipment is handled with care
• Not abuse the use of company telephones for private telephone calls

Tidiness of the Control Room​​​​​​​

• Responsible for a clean and tidy workstation

Client Liaison​​​​​​​

• Telephonic assistance with any problems or complaints
• Updating of client information and other changes
• Reporting of any faulty fire alarm systems to technical for booking
• Sales leads to be handed to the Sales Department

Standing Operating Procedures​​​​​​​

• Ensure that the disciplinary code is adhered to at all times
• Standing Operating Procedures must be upheld
• Radio procedures must be strictly adhered to
• Meeting and keeping abreast of any new issues
• Meeting and keeping on agreed upon – performance
• High standard of service must be upheld

General​​​​​​​

• To have knowledge about all facets pertaining to the company
• Attend all required meeting and training sessions
• Available for standby/overtime as required from time to time by the company
• Training of new personnel to required standards
• Assist/coach/mentor subordinates to required standards of work
• Ensure all work and actions are done in accordance with the company rules and procedures