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National Control Centre:Controller - G4S Secure Solutions - South Africa

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Job Reference: G4S/TP/3620871/111711
Number of Positions: 1
Job Category: Technical Support
Contract Type: Full Time
Salary: Market Related
Location: Centurion
G4S Region: Africa
Country:South Africa

G4S Business Unit:South Africa - Secure Solutions
Closing Date: March 23, 2018
Package Description: Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.

Job Introduction:

The NCC Controller reporting to the Shift Manager will monitor and action alarm signals and exceptions with urgency as and when raised on different monitoring systems inside the emergency and response centre.



Role Responsibility:

1. Ensure effective monitoring and information capturing on different NCC systems for alarm monitoring, guard patrol, fleet monitoring, CCTV and Online Occurrence Book.

  • Monitor alarm systems, guard patrol, fleet tracking, CCTV or any other system that is required to be monitored in the NCC with the required urgency
  • Dispatch reaction vehicles via internal reaction service and various sub-contracted services
  • Dispatch reaction vehicles via PTT or telephone
  • Report and escalate incidents where required
  • Liaise with customers with regards to activation
  • Ensure that all instructions as per the Standard Operating Procedures are adhered to
  • Making telephone calls and following the specific site instruction
  • Input of comments on actioned alarms
  • Alarms are actioned quickly and efficiently
  • Inform Senior/Shift Manager immediately of any problems with the system or a client
  • Inform Shift Manager of any incorrect system information or data
  • Gathering and processing information as requested
  • Proper telephone etiquette is used at all times


2. Effective customer service and relations

  • Efficient response to all customer queries and complaints in a professional manner
  • Escalation of queries and requests to management as needed


3. Effective administration of control room records and reports

  • Maintain and update all records of activations, response and feedback to customers
  • Ensure that all data captured is truthful and correct
  • Logging of service requests and job requests on Online Intelligence for technicians to attend


4. Provide Technical First Level assistance for customers

  • Assist clients with 1st level assistance before transferring to Support Desk after hours
  • Capture all data from client into service request before send a call to technology department
  • Logging of service requests and job requests on Online Intelligence for technicians to attend



The Ideal Candidate:

Minimum qualifications and skills :

  • Grade 12 or at least minimum 3 years monitoring experience in a similar environment
  • Problem solving and conflict resolution
  • Previous Control Centre experience in alarm monitoring
  • Basic Microsoft Office Literate
  • Good typing skills (approx 40 w.p.m)
  • Listener Suite Alarm Monitoring Software efficient


1. Knowledge:

  • South African security legislation
  • G4S Operational Policy and procedures
  • G4S HR Policy and procedures
  • Alarm systems and electronic security
  • Health and Safety legislation

2. Skills 

  • Excellent Communication Skills i.e. telephone and written
  • Communicate at all levels
  • Good command of English and Afrikaans
  • Analytical Skills
  • Basic MS Office
  • Risk identification
  • Conflict Management

3. Attributes 

  • Reliable
  • Customer Thinking
  • Awareness of the market environment
  • Patience
  • Team Player
  • Cope well with stress
  • Understand the electronic security environment

-25.8363889 28.180278

Please Note: The application deadline for this job has now passed.