Technical Bureau Senior Operator - Glasgow Head Office

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Job Title: Technical Bureau Senior Operator

Location: Glasgow Head Office

Job Purpose:

To provide effective leadership and support to the Technical Bureau Operators, ensuring all inbound and outbound calls are handled professionally, faults and enquiries are accurately logged, and call handling adheres to Call Quality Monitoring standards.

This role is critical in maintaining high service levels by overseeing the monitoring, triage, and management of AIMS alarms and store-raised calls. In addition to fulfilling the core responsibilities of a Technical Bureau Operator, the position requires delivering a higher level of technical support to field engineers, operators, and clients through proactive remote interventions using AIMS systems where appropriate.

Principal Accountabilities

Operational Excellence

Perform core Technical Bureau Operator duties with professionalism, accuracy, and a proactive attitude.

Monitor and manage HVAC, refrigeration, and lighting control systems, responding promptly to service requests and alarms across 3 clients.

Leadership & Team Management

Lead by example and support the Bureau Contract Supervisor in planning and managing operator workloads to ensure consistent service delivery.

Assist in maintaining appropriate staffing levels and supporting day-to-day team management, including timekeeping, attendance, performance, and conduct.

Technical Escalation & Support

Provide advanced technical support to field teams and operators, ensuring issues are resolved efficiently through remote action where possible.

Support the AIMS infrastructure by working collaboratively with internal departments and external partners to maintain high network connectivity.

Training & Development

Identify and address training needs within the operator team to support continuous improvement and operational effectiveness.

Attend relevant training sessions to maintain up-to-date technical knowledge and skills.

Act as a liaison between operators and leadership by professionally representing team feedback in meetings.

Standards & Compliance

Ensure that high standards of housekeeping, conduct, and professionalism are consistently maintained within the Bureau.

Always Promote and enforce adherence to company Health and Safety policies.

Collaboration & Representation

Foster positive working relationships with colleagues, clients, and subcontractors, representing the company in a professional and courteous manner.

Support Technical Specialists by developing an in-depth understanding of current and upcoming systems and technologies.

Other Duties

Carry out any other reasonable duties or instructions as directed by the Line Manager to support operational needs.