Jobs at Fidelity Services Group

MAIN PURPOSE OF JOB:

The aim of a Monitoring Centre Associate I is to handle incoming signals and the monitoring of all Response and Patrol resources.

QUALIFICATION & EXPERIENCE:

• Grade 12 (Matric)
• Grade C PSIRA Registered

Responsibilities and duties:

1. Administration

• Monitor and action emergency and non-emergency signals
• Phoning of the Premises/ Clients/ Key holders
• Recording all relevant information into the activations by means of computer
• Record and report all incidents and accidents to the senior on duty
• Ensure all relevant administrative work and handled signals are completed
• Monitoring and action of vehicle violations
• Updating of timesheets

2. COMPUTERS AND EQUIPMENT MANAGEMENT

• Report any faults to the appropriate authority on duty
• Not abuse the use of company telephones for private telephone calls
• Effective use and compliance of safety and zero harm standards

3. TIDINESS OF THE MONITORING CENTRE

• Responsible for a clean and tidy workstation

4. CLIENT LIAISON

• Telephonic assistance with any problems or complaints
• Updating of client information i.e. holiday instructions/other client information to be given to Monitoring Associate IV/V
• Reporting of any faulty alarm systems through the appropriate channel(s)
• Sales leads to be recorded and reported through the appropriate channel(s)

5. GENERAL

• Have sound knowledge about all facets pertaining to your position
• Attend all required meetings and training sessions
• Not abuse company telephone for private calls

6. STANDARD OPERATING PROCEDURES

• Standing Operating Procedures must be upheld
• Meeting and keeping on agreed upon service level and performance targets
• High standard of service must be upheld

7. ADHOC

• Assisting with other ad-hoc tasks and projects as and when required

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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Reporting to the Branch Manager

The above position is vacant at our Newcastle Branch. The overall purpose of this position is to distribute and receive consignments.

Minimum Requirements:

• Clear criminal record
• PSIRA accredited with a minimum Grade C qualification is advantageous
• At least 1 years’ experience in security industry or similar role
• Computer literate (compulsory)
• Possess excellent communication skills
• Must be able to work at night
• Able to work under pressure
• Physically fit

Job Specification (not totally inclusive):

• Prepare for vault room duties
• Planning of the vault room schedules CIT
• Receiving and distributing of consignments to and from CIT teams
• Scanning of consignments
• Balancing of vault and locking up
• Sorting of consignments
• Documentation and administration duties
• Searching duties

Other Personality Attributes and Core Competencies:

• Accuracy
• Good interpersonal skills
• Organising and planning ability
• Quality assurance
• Willing to work overtime
• Customer focus
• Team Work
• Honest and reliable

We reserve the right not to make an appointment to any advertised position.

Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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Reporting to Branch Manage

The above position is vacant at Fidelity Cash Solutions Ermelo, reporting to the Branch Manager.

The overall purpose of this position is to load client ATMS.

Minimum Requirements:

• Clear criminal record
• PSIRA accredited at least with Grade B
• Completed firearm training in handgun and rifle
• SAPS competency certificate
• CIT certificate
• Experience in security industry or similar role
• Driver’s license
• Computer literate

Key Performance Areas: (not totally inclusive):

• Loading off all ATMS on a daily basis
• Securing and accounting for all cash transactions on a daily basis
• Attend to all technical faults on the ATM
• Balancing and accurate cash transaction handling
• Ensure all client assets are secured at all times
• Ensure all key procedures are followed at all times
• Complaint in trans track scanning operations
• Client interactions and assistance

Other personality attributes:

• Must be honest and reliable
• Must have good verbal and language abilities
• Must be assertive
• Must be self- motivated
• Customer service and relations
• Quality assurance
• Willing to work overtime
• Willing to Travel
• Alertness

Core Competencies:

• Self-development
• Communication skills
• Customer focus
• Team work
• Able to follow instructions accurately

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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Introduction

The position of an Operational Manager has become vacant within the Mafikeng Area, reporting to the Branch and Regional Manager – Northwest Province.

The overall purpose of the position is to ensure that all site-specific security requirements are adhered to and that the Client’s needs are efficiently and professionally met (as per the SLA) at all times. To ensure the posting of Security Officers at the various sites.

Minimum Requirements

• Grade 12 (Matric) Certificate of equivalent.
• PSIRA Grade A/B registered and accredited.
• No Criminal Record or any pending cases.
• Valid driver’s license with own reliable transport.
• Minimum 2 - 5 years’ Site Supervisory Experience.
• Staff Management experience essential.
• Computer literacy.
• Must be physically fit and in good health.
• Incumbents should be prepared to work extra hours if and when required and do site visits after hours.
• Should reside in the Mafikeng area or willing to relocate at own cost.

Key Performance Areas: (not totally inclusive):

• Maintaining good relations between Fidelity Security Services and clients regarding security services rendered.
• Daily feedback and liaison with Fidelity Security Services Management and Clients.
• Compiling, distribution, and communication on daily, weekly, and monthly reports.
• Compiling, distribution and communication on all Incident, Accident, and Investigation reports.
• Obtaining of statements of all investigations.
• Ensuring the posting of Security Officers are done timeously for full site coverage on both day shift and night shift.
• Ensuring that all Security Officers meet the contractual requirements as stipulated by the client.
• Constantly evaluating the service levels provided and making recommendations to the clients regarding the improvement of services.
• Ensuring continuous assessment of the Client’s premises and minimizing as far as possible risky access and creating several barriers to would be criminals.
• Auditing and verifying the access registers on a daily basis and generating exception reports.

• General management and supervision of security staff and ensuring all administrative queries are dealt with promptly such as leave, site changes, rostering, etc.
• Managing all projects concerning new business and ensuring the smooth take over thereof.
• Investigating incidents and submitting relevant weekly/monthly incident reports to Management.
• Attend all meetings with FSS Management and with the Client.

Other personality attributes:

• Be proactive and innovative.
• Strong Leadership Skills
• Must be assertive, honest, professional, and reliable.

Core Competencies:

• Good communication skills both verbal and written.
• Strong planning, organizational, administration skills is required.
• Good interpersonal and client liaison skills are required.
• Experience in investigation techniques and report writing.
• Willing and able to work extended/flexi hours if and when required.
• Ability to work under pressure and without supervision.

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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Overall Purpose of the Job: To effectively manage the Call Centre Outbound Sales, Technical, FindU and Client retention teams as well as the Inbound sales team. Achieving CCC KPI’s and Targets. Dealing with client complaints/queries and management of staff.

Minimum Qualifications and Experience:

• Grade 12
• Tertiary qualification or Internal leadership qualification
• Relevant experience, and proven track record, in Contact Centre with specific focus on Sales and Client Retention
• Computer literacy (MS office suite)
  • Advanced excel, Word, Teams, Qlik, PowerPoint skills
• Code 08 Drivers Licence

Main Duties:

• Manage Reconnection and Relocation Appointment requirements
• Manage Inbound sales and all incoming lead channels
• Manage Technical service escalations and dispatching
• Manage adhoc outbound projects and outbound sales
• Manage staffing and labour related KPI’s
• Manage Client Attrition
• Ensure compliance to all SOP procedures
• Compile the summary of all daily, weekly, and monthly reports
• Attend meetings when required and present reporting when needed in meetings
• Ensure all internal and external reporting
• Manage client enquiries and complaints
• Ensure that all staff are trained to required standards
• Ensure that company code of conduct is adhered to
• Drive Customer service excellence
• Interviewing potential candidates for employment with Supervisors on vacant Level 1 and 2 roles
• Work with other leadership Nationally to implement best practice always
• Monitoring /Coaching/Assisting staff
• Manage incoming calls and email answer time service level

Behavioural Competencies:

• Ethical Practice
• Leadership & Navigation
• Business Acumen
• Relationship Management
• Consultation
• Critical Evaluation
• Expert presentation skills
• Administrative
• Advanced communication
• Decision making
• Professionalism
• Project management
• Driven
• Change management
• Passion
• Interpersonal / Computer literate
• Numerate
• Innovative
• Strategic thinking
• Ability to implement and measure

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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The above position is vacant at Bloemfontein, reporting to the Woodlands Manager. The main purpose of the position is to ensure the posting of Security officers, that all site-specific security requirements are adhered to and that the client’s needs are always efficiently and professionally met.

Minimum Requirements:

• Matric certificate, PSIRA Grade A, B registration and accreditation.
• At least 5 years’ experience in the security industry/ 2-3 years’ experience as a Site Supervisor.
• People management experience.
• Administration, interpersonal communication and client liaison skills are required.
• Strong planning, leadership, organisational skills as well as good interpersonal and communication skills are essential.
• Valid driver’s license Code 8.
• Firearm Competency – Handgun.
• Fluent in Afrikaans and English.
• Computer literacy on Microsoft Programs.
• Must reside in Bloemfontein surrounding area.

Key Performance Areas: (not totally inclusive):

• Ensuring that contractual requirements are met as stipulated by the Client.
• Maintaining good relations between Fidelity Security Services Group and the Client regarding security services rendered.
• Constantly evaluating the service levels provided and making recommendations to the Client regarding the improvement of services.
• Dealing with all required administration matters.
• Liaising daily with Site management on various operational issues.

Other personality attributes:

• Ability to meet strict deadlines.
• Friendly and polite.
• High methodical working methods are required.
• Attention to details.
• Ability to liaise professionally with personnel at all levels.
• Ability to work without supervision and under pressure.

Core Competencies:

• Strong planning skills
• Leadership skills
• Organisational skills
• Good interpersonal skills
• Communication skills
• Client liaison skills

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Assisting the Senior Monitoring Centre Manager (HOD) to ensure the effective and smooth running of all aspects pertaining to the Monitoring Centre.

Key Performance Areas:

Management:

• Ad-hoc attendance and inspection of parades
• Ensuring the welfare of the staff – IR and EHS critical
• Accountable for Training of Monitoring Centre personnel to required standards – liaison with training departments
• Design and drafting of all Toolbox talks / communications to staff
• Disciplinary code of conduct
• Performance management with a view of constant improvement
• Analysis of data/information for the purpose of improving processes
• Manage client service standards to strict SOP’s, customer service metrics and NPS scoring
• Assisting the Monitoring Centre Management with interviews of potential candidates for employment
• To ensure the safety of all personnel on the shift
• Ensure effective staff compliment in Monitoring Centre to perform duties
• Mentoring/coaching/assisting staff to continuously better themselves
• Ensure that all QA standards are maintained and relevant coaching and feedbacks are completed.
• Ensure QA assessments are completed as per QA matrix.
• Ensure inspections are conducted correctly
• Ensure SOPs are adhered to at all times
• Ensure all staff is trained to correct levels at all times
• Ensure all disciplinary codes are adhered to
• Ensure interviews are conducted in line with HR policies
• Ensure safety regulations are adhered to at all times
• Manage labour resources effectively and in line with budgets
• Maintain / improve service levels at all times in line with individual KPI’s

Computers and equipment:

• Perform routine inspections on computers/monitoring equipment
• Ensure Monitoring Centre Recovery documentation and processes are up to date and formally review in line with business requirements
• Assist IT with the investigations in system failures and report on findings
• Ensure inspections are monitored according to SOP’s
• Ensure reports are accurate and on time
• Ensure formal documentation updated in line with business requirements

Client Liaison:

• Assist with client complaints where required
• Continue to review processes and performance to reduce / limit client complaints
• Ensure complaints are handled professionally
• Ensure records are accurate and up to date
• Ensure reports are accurate and on time

Administration:

• Composing and compiling reports (daily/weekly/monthly)
• Review scheduled leave plans

General:

• Assisting Monitoring Centre Management with:
• Handling of classified information
• Dealing with complex and extreme complaints
• Compilation of requested documentation
• Attend all required meeting and training sessions
• Ensure that all necessary processes are completed for the successful recruitment of terminated staff or new positions which may become available
• Attend to all people management issues, including all HR related issues as well as staff development
• Identify training and development needs among staff and coach accordingly
• Ensure complaints are handled professionally
• Ensure documents are compiled accurately
• Maintain performance standards
• Ensure reports are done timeously
• Assisting with other ad-hoc tasks, analysis and projects as and when required

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The above position is vacant at Mimosa Mall - Bloemfontein, reporting to the Operations Manager.

The overall purpose of this position is to ensure that all site-specific security requirements are adhered to and that the Client’s needs are efficiently and professionally met at all times.

Minimum Requirements:

• Grade 12 (Matric) Certificate of equivalent.
• PSIRA Grade A registered and accredited.
• No Criminal Record or any pending cases.
• Valid driver’s license and own reliable transport.
• Minimum 5 years’ experience as Site/Supervisor.
• Minimum 4 years Retail experience.
• Staff Management experience essential.
• Computer literacy.
• Must live in or in close proximity of Bloemfontein.

Key Performance Areas: (not totally inclusive):

• Maintaining good relations between Fidelity Security Services and the client with regard to security services rendered.
• Ensuring the posting of Security Officers are done timeously.
• Ensuring that all Security Officers meet the contractual requirements as stipulated by the client.
• Constantly evaluating the service levels provided and making recommendations to the client regarding the improvement of services.
• General management and supervision of security staff.
• Ensuring that all HR related queries are dealt with promptly.
• Investigating incidents and submitting relevant weekly/monthly incident reports to Management.
• Attend meetings with FSS Management and with the Client.

Other personality attributes:

• Be proactive and innovative.
• Must be assertive, honest, professional and reliable.

Core Competencies:

• Good communication skills both verbal and written.
• Strong planning, organizational, administration skills is required.
• Good interpersonal and client liaison skills are required.
• Experience in investigation techniques and report writing.
• Willing and able to work extended/flexi hours if and when required.
• Ability to work under pressure and without supervision.