CTOC Operational Support Specialist

CTOC Operational Support Specialist

Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a CTOC Operational Support Specialist to join the Power & Environment Alarm Management Team.

Job Overview

This role is responsible for supporting the monitoring and management of client alarm systems across a diverse estate, helping to maintain uptime targets and minimise the impact of service-affecting incidents. The successful candidate will play a key role in coordinating responses to faults and ensuring that issues are managed effectively from initial report through to resolution.

Working within a fast-paced operational environment, you will act as a central point of contact for clients and engineers, managing reactive work orders, communicating updates, and supporting service delivery objectives. Close collaboration with mobile engineers and the use of operational systems and tools will be essential in reducing risks to the client’s technical network.

Key Responsibilities

• Act as the first point of contact for client calls and emails, logging and processing requests accurately.
• Monitor client alarm systems and manage reported faults.
• Jeopardy manage faults to help prevent service impact and support uptime targets.
• Manage, update and escalate reactive work orders where required.
• Keep clients informed of potential service-affecting issues and provide regular progress updates.
• Allocate and coordinate engineers to attend jobs.
• Liaise with engineers, providing instructions and operational updates.
• Ensure all jobs are processed within SLA requirements and priority response times.
• Maintain compliance with company processes, procedures and client contractual requirements.

Person Specification

• Previous experience in a customer service, contact centre or administrative role.
• Experience handling inbound and outbound calls.
• Proficient in Microsoft Office applications.
• Excellent verbal and written communication skills.
• Strong organisational and administration skills.
• Ability to manage multiple tasks and priorities effectively.
• Experience working as part of a team and contributing towards shared objectives.