WHO WE’RE LOOKING FOR

Marlowe Fire & Security consider our people our greatest asset. All we ask is that every Team Member take pride in what they do and demonstrate commitment to delivering the highest level of service to both external and internal customers. Therefore, in addition to having all the usual attributes of a great Marlowe Fire & Security employee, such as; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team….. For this specific opportunity, we are looking for candidates who offer:

• Demonstrate proven leadership experience within an ARC, contact centre, or similar high-pressure environment, with a strong ability to support and guide team performance.
• Excel in performance management, with the confidence to address challenges, resolve conflicts diplomatically, and implement strategies that drive continuous improvement.
• Possess a solid understanding of regulatory compliance, exceptional customer service standards, and the operational demands of a 24/7 environment.
• Display flexibility and reliability, including the ability to work varying shifts and take initiative in leading the team during management absences.
• Bring a positive, solution-focused mindset, combined with a strong work ethic and a genuine commitment to delivering service excellence at all times
• Proficient in computer systems, with practical experience using Microsoft Office and Windows-based applications to support daily operations and reporting.
• Possession of an SIA Front Line Public Space CCTV Licence is desirable and would be advantageous in supporting ARC compliance and operational responsibilities.

Are responsible for delivering accredited alarm monitoring and out-of-hours callout services, handling inbound calls professionally, ensuring compliance with CAT II NSI Gold ARC standards, and maintaining high levels of customer service in line with MFSG policies.

• Operational Support: Assist the ARC Operations Manager in overseeing daily operations, ensuring seamless service delivery. Provide leadership and direction in the Manager’s absence to maintain continuity and team performance.
• Customer Experience: Address customer inquiries, complaints, and escalations with professionalism, aiming to enhance customer satisfaction, retention, and loyalty.
• Health & Safety Compliance: Uphold and enforce health, safety, and operational standards in alignment with industry regulations and company policies.
• Training & Development: Support the onboarding of new staff, identify skill gaps, and coordinate training initiatives. Mentor team members to support continuous learning and career progression.
• Regulatory Compliance: Conduct internal audits in line with ARC accreditation standards, ensuring ongoing compliance and quality assurance.
• Fault and Alarm Management (FAM): Oversee the resolution of recurring or high-impact system issues that affect ARC operations, ensuring timely and effective interventions.
• Strategic Planning: Work with ARC leadership to define team goals, set key performance indicators (KPIs), and develop action plans to meet operational targets.
• Performance Management: Monitor individual and team performance, identifying opportunities to improve efficiency, service quality, and overall output.
• Conflict Management: Address interpersonal or operational conflicts with diplomacy, fostering a positive and collaborative team environment.
• Resource & Workload Management: Allocate team resources effectively, including equipment and staffing, to ensure operational efficiency and workload balance.
• Innovation & Continuous Improvement: Promote a culture of innovation by encouraging new ideas, process enhancements, and proactive problem-solving.
• Performance Appraisals: Conduct regular performance reviews, deliver constructive feedback, and recognize individual achievements to support motivation and growth.
• Risk Mitigation: Identify and manage risks that may impact team performance, implementing preventative measures where necessary.
• Cross-Functional Collaboration: Engage with other departments to support organizational objectives, drive alignment, and enhance overall service delivery

At Marlowe Fire & Security, we understand the pivotal role that fair compensation plays in the success of our team. That’s why we’re dedicated to providing exceptional remuneration packages that not only address the challenges of today’s economic landscape, but also include comprehensive benefits and incentives designed to enhance the well-being and prospects of our employees, making their everyday lives more enjoyable and secure.

• Competitive Salary – Starting at £32,500 per annum
• Royal London Pension Scheme – Helping you plan confidently for your future
• Life Assurance – 4x your annual salary to support your loved ones
• Generous Holiday Allowance – Paid holidays plus all bank holidays
• Loyalty Holiday Bonus – Earn an extra day’s holiday for each full year of service (up to 25 days)
• Referral Rewards – Earn up to £1,000 per successful referral – and there’s no limit!
• Well-being Support – Access to a dedicated Mental Health & Well-being Programme
• Recognition Scheme – Celebrate achievements and be rewarded for your hard work
• Career Development – Ongoing training, development, and progression opportunities
• Free On-Site Parking – Secure parking at our facility for your convenienc