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Service Operatives – National Service Bureau

We are currently looking to recruit 2 Service Operatives for our busy National Service Bureau.


  • Competitive salary (DOE)
  • Office and remote working from home
  • Pension scheme
  • Aviva health scheme
  • Life cover
  • Employee discount on security for your home
  • Employee Discount Scheme, which is applicable to over 900 of the UK’s top retailers, including travel, groceries, gym memberships, utilities and more.

Reporting directly to the National Service Bureau Team Leader, the ideal candidate will have experience of working within a busy service delivery environment and have a good understanding of service delivery.


  • Liaise daily with the regional engineering teams to ensure SLAs are met.
  • Plan the engineer’s diary using the company business system ensuring that calls are resolved in a timely manner
  • Liaise with RSD and Portal Management to ensure our high priority accounts are fully aware of our delivery
  • PPM compliance is achieved in line with NSI guidelines
  • Liaise with the NSB and Regional Management &/or National Accounts and highlight/escalate any known issues or queries that may impact on service delivery to our clients
  • To be flexible and adaptable when required
  • To answer incoming calls into the NSB from internal colleagues and clients
  • Ensure the company system is updated and calls are logged with all relevant information in line with SECOM company policies
  • Ensure all out of hours processes are followed

Skills and experience

  • Computer literate including Microsoft office proficient
  • Experience within a busy Service environment to meet SLAs and KPIs
  • Understanding of service delivery
  • Ability to work as part of a team and be respectful to colleagues
  • Ability and confidence to make key decisions with the information provided on our company business system
  • Customer orientated with an empathic approach to service delivery
  • Departmental knowledge to facilitate best working practices
  • Electronic security knowledge desired but not essential
  • Confident telephone manner
  • Excellent verbal and written skills
  • Previous experience managing an engineering workforce desired but not essential