About The Service
24/7 Services is home to Cardiff Council’s fully equipped and accredited Alarm Receiving and CCTV Centre, the ARC. The ARC offers 24/7 365 CCTV and building alarm coverage to many of Cardiff council’s buildings.
About the job
We currently have an opportunity for an enthusiastic individual to join our team as a CCTV Control Centre Operator, based at Willcox House, Dunleavy Drive (Cardiff Bay). The CCTV Operators work 365 days a year responding to various building alarms and monitoring CCTV at council buildings. The team are also responsible for completing CCTV camera patrols, dealing with virtual concierge and access control requests and dealing with customer queries as needed. The CCTV team provide security and reassurance to the residents of the council high rise blocks and are required to interact with residents on a daily basis via phone and virtual concierge system, so good customer service skills are essential.
What We Are Looking For From You
A CCTV Operator will be required to handle building alarms using our alarm handling platform, making decisions such as if the emergency services need to be dispatched. CCTV operators are also responsible for carrying out daily CCTV camera patrols, dealing with and recording various CCTV incidents and dealing with the day to day fault reporting and testing of all control room and CCTV equipment.
Successful candidates are likely to be team players with a good appreciation of maximising the benefits of information technology in a customer-focused environment and the ability to develop and maintain productive working relationships with all service areas to ensure the highest levels of first time call resolution and customer satisfaction. In addition, an empathetic nature and the ability to deal with emergency call situations would be of benefit. Previous experience of working in a control room environment is desirable.
Additional information
The Contact Centre operates on a 24/7 basis, every day of the year including Public and Bank Holidays. An appropriate shift pattern is in place with relevant enhancements and allowances being provided. Full training will be given.
This post is part time and will work 28 hours per week.
This post is subject to a Disclosure and Barring Service Standard check.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
This post is permanent.
Due to the current interim working arrangements, we are unable to provide recruitment packs or accept application forms via the post.
Due to the current COVID-19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process or if you would like an informal conversation about this role prior to application, please contact Tom Harris (tharris@cardiff.gov.uk).
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
• Application Guidance
• Applying for jobs with us
• Behavioural Competency Framework
Additional Information:-
• Employee Charter
• Recruitment of Ex-Offenders
• Privacy Notice
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