CCTV Operator/Customer Service Advisor

Job Description

To provide an effective and qualitative alarm and call handling facility in support of emergency and non-emergency activations and calls to an Alarm Receiving Centre (ARC). Obtaining, assessing and accurately recording comprehensive information to facilitate proper assessment, thus enabling rapid deployment of appropriate resources to a range of incidents and act in accordance with all [Employer hidden — view at passion-project.co.uk] Policies and Procedures

Key Responsibilities:

General

• To provide a monitoring and control service using CCTV, communication systems and computer based access control systems, within the standards laid down in the Code of Practice and Operational Procedural Manual.
• To monitor CCTV cameras, escalating incidents and assisting the emergency services/Cougar Response Drivers in order to make a REAL difference.
• Recognising and reacting to the risks involved in the assessment of emergency and non-emergency calls and activations
• To keep and maintain suitable and sufficient records of all incidents,
• To maintain the security of the ARC and equipment rooms at all times
• To operate and monitor the control room systems
• Liaise with visitors using systems
• To notify the police and other authorised persons/organisations of incidents
• To maintain and store correctly records, relevant to the execution of the system
• Recording reviewing on behalf of the client or police in accordance with legislation
• Ensure professional quality of service delivery and compliance with legislative requirements.
• Operators may be required to attend court and give evidence on the basis of their duties as a CCTV operator.
• Answer intercoms and inbound telephone calls professionally, quickly and effectively
• To demonstrate a professional and caring approach on the telephone.

Effectively use the telephone systems and follow the guidance of the company policy and procedures:

• Support the Control Room Supervisors and in their absence to take control of the operations (subject to training)
• Report any operational difficulties and problems to the supervisor on duty
• Ensure the health, safety and welfare of themselves in accordance with the Cougar Policy
• To actively support, at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
• Any other reasonable requests from the management

Skills and Experience:

• A comprehensive knowledge of the relevant security standards
• Ability to obtain, analyse and evaluate information, both digital and analogue based
• Understanding and working knowledge of CCTV systems and ARC duties
• Ability to pay close attention to detail
• Ability to deal appropriately with confidential/ restricted matters
• Assertive, tactful and patient
• Ability to remain calm and work under pressure, with limited supervision, whilst maintaining a high standard of work
• A commitment to, and understanding of, Equal Opportunities and diversity
• Be self-motivated and able to work independently or as a team member
• The ability to prepare letters, reports and documents in an accurate and concise manner
• The ability to communicate diplomatically and effectively, both verbally and in writing
• Sufficient computer literacy to ensure timely production of documents/reports etc.
• Sufficient investigative skills to identify the root cause of any problems identified

Min 5 year checkable work history with previous CCTV experience preferred or able to show experience of working in a position of trust that placed a high degree of responsibility on the candidate.

The duties of the post involve shift work and weekend working to ensure the provision of a 24 hours, 365 days per year qualitative service is maintained. There may be a requirement to attend work at relatively short notice, and at times which may not be part of the rostered hours of duty.

Applicant must have CCTV licence.

Benefits:

• Company Pension
• On-site Parking

Schedule:

• 12 Hour Shift

Experience:

• customer service: 1 year (Preferred)

Education:

• GCSE or equivalent (Preferred)