Vacancy for National Support Centre Team Lead

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Location Cardiff
Contract Type Permanent - Employee
Working Hours per Week 38.5 hours working 4 days on 4 days off 6am to 6pm/6pm to 6am
Remuneration £30,000 per annum plus benefits
Job Reference GR/10848

We have a vacancy for a National Support Centre Team Leader to join our team. You’ll report directly to the Head of Customer Services and be based in our Cardiff office working 4 days on 4 days off from 6am to 6pm/6pm to 6am

You’ll be a key member of the Management Team responsible for delivering Customer Service excellence to our internal and external customers, with a key focus on compliance of our internal book on and check call process. This will be achieved through a continuous improvement mindset & initiatives including audit compliance, strong performance management skills, along with coaching, training & motivating a team of supervisors and operatives.

Ensuring the health and safety of our security officers is the team’s  number one priority, so you will need to be compliant with the SIA policies and procedures, ensuring that this  mindset is embedded in the team ethos, always following the book on and the check call process and escalation processes

You’ll be a positive, flexible person who is highly motivated, knowledgeable and an enthusiastic champion of people, processes, and systems.

You’ll need to be resilient and resourceful with good organisational skills and the ability to communicate effectively at all levels building good working relationships with Stakeholders and our internal and external customers.

Confidence to deliver PowerPoint presentations, as well as reporting and analysing of data are essential requirements for this role

Responsibilities will include:

  • To provide day-to-day support to the Head of Customer Service, as a working team leader with shift responsibility and people management. Ensuring the end-to-end resolution of customer queries and undertaking any agreed responsibilities as applicable.
  • To be responsible and accountable for the annual SIA audit (To ensure we meet the pass criteria).
  • To have a flexible approach and be willing to perform other tasks as assigned. This includes being the first point of call for escalations, issues, and emergencies.
  • To ensure that Customer Service excellence is always delivered and with the maximisation of team resources, the work is evenly distributed, prioritised, and handled with the Company’s “right-first-time policy” in mind to prevent future queries and re-work.
  • To interact with all internal and external customers to ensure that our customers receive the highest level of care against the key deliverable service outputs, ensuring contractual SLAs and KPIs are met.

Qualifications and Experience required:

  • To be able to produce and analyse MI data.
  • Previous experience working with a Time & Attendance system would be advantageous
  • Excel Knowledge to an intermediate level
  • Team leader/Managerial experience within the security sector preferable with previous responsibility for people management.
  • A proven track record of handling difficult situations and finding appropriate solutions.
  • Experience with shift rota creation, including planned and unplanned absence.
  • Confidence to lead team members.

What will you get in return?

  • An enhanced pension scheme (above auto enrolment rates) - to save for the future
  • Life Assurance – to protect your family should the worst happen
  • 25 days holiday, plus 8 bank holidays on top
  • Option to purchase additional annual leave
  • Private Medical Insurance – to protect you
  • Access to 100s of high street discounts
  • Financial Wellbeing support - Access to low interest loans
  • Recognition scheme ‘OCS Stars’- monetary rewards given to top performers
  • Training and Development- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
  • Long Service Awards
  • Cycle to work scheme- discounted bicycles
  • Access to our Employee Assistance Programme- 24-7 Health & Wellbeing Support


Why join OCS Group UK Ltd?

OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves. We offer job stability and are committed to developing our colleagues by offering more than just a job. We are a financially stable business who continues to be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If you want to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities. We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues staying with OCS.  Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer