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Job description

We are currently looking for an experience CCTV Operations Office to work across our 24/7 rota on 11 hour day, mid and night shifts. 4 shifts on, 4 shifts off.

Day shift 07:00-19:00

Mid shift 13:00-01:00

Night shift 19:00-07:00

The main purpose of the role:

This role will provide a professional, proactive, customer-focused service within a fast paced, technology-driven 24/7 Operations Centre.

The Operations Centre is responsible for monitoring, managing, and responding to various critical incidents and emergencies throughout the Borough. Reporting to the Shift Manager, your role will involve borough-wide CCTV monitoring and surveillance, supporting Critical Incidents, Council Out of Hours (OOH) telephone call handing, Telecare responder services, monitoring / investigation of Alarms, ensuring both systems performance and high rate of efficiency within the Operations Control Centre.

The Operations Centre has both internal and external clients and a key aspect of the role will be to support the Shift Manager in co-ordinating the Councils response to Critical and Major incidents.

Work Pattern: 4 shifts on, 4 days off rotating between blocks of days and nights. Shifts are 12hrs (with 1hr unpaid lunch). This averages out to 38.5hrs a week over the course of a year.

MAIN DUTIES

• Monitor and respond to all customer issues and enquiries over multiple channels.
• Resolve product or service problems by clarifying the customer's need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• To contribute to the safety of the Borough with regular checks, monitoring and surveillance of CCTV cameras, ensuring all identified incidents are logged and reported.
• Manage all calls which includes out of hours (OOH) & telecare ensuring customer calls are answered swiftly, with the correct information provided and in line with the service operating procedures (SOPs).
• Provide support to the manned guarding security team located on the Town Hall complex and other remote sites across the borough both in and out of hours. Ensure security actively patrol and monitors the CCTV system in line with Assignment instructions.
• Report on any technical issues (e.g. CCTV faults), ensuring all faults are logged through the reporting system and the relevant service informed and the engineer notified.
• Support the smooth running of the CycleHubs SLA by supporting the shift supervisor with any queries.
• Handle Responder requests ensuring the correct information is taken and that a responder is allocated to each case. Log as required.
• If required, attend as an escalated Responder to residents (in line with agreed processes).
• Ensure all alarm activations are responded to and escalated to key holders/contacts and emergency services immediately.
• Create documents, reports and correspondence by collecting and analysing customer information.
• To provide a high standard of customer service to residents and customers to include advice and information on Council related services
• Organise and maintain accurate records and documents using the appropriate process / system and within agreed timescales
• Comply with all policies and procedures and have a solid knowledge of the Councils CCTV Code of practice
• Work with colleagues, shift supervisors and managers to identify areas for improvement, ensuring the support offer remains appropriate for all service users
• Ensure agreed taskings are fulfilled and logged.
• Build sustainable relationships of trust through open and interactive communication
• Liaise with key stakeholders including the Police, council services, RSLs.
• Carry out all duties and responsibilities with reasonable care for the health and safety of self and others and report any potential hazards or unsafe practices to line manager.
• Monitor the various service mailboxes, ensuring emails are responded to in good time.
• You may be required to attend court as a professional witness.
• To cover the work and shift patterns of colleagues at times of leave, sickness and other absenteeism and to work flexibly within the team rota system where required.
• DBS and Police checks will be carried out on all staff – the role is dependent on these being satisfactory.
• SIA accreditation – CCTV license with at least 6 months remaining
• To support the shift manager in coordinating the Council`s response when dealing with a critical/major incident including stakeholder engagement and partnership working across various services to respond to the incident at hand.
• Ensure all documents, reports, and any correspondence are of excellent quality and critical/major incident notifications are sent in a timely manner and reporting mechanisms are updated accordingly in line with policy and procedure.
• Support taskings/operations and where required provide detailed reports.
• Proactive monitoring of CCTV to identify and effectively manage critical incidents, violent crime, ASB, Enviro-crime, and Safeguarding concerns.

Experience

• Experience in working within a Control Room / Operations Centre including the engagement of a wide range of customers/stakeholders and partners.
• Experience and proficient use of various security systems to identify, report and manage incidents.
• An understanding of local authority and various enforcement teams and partnership working
• Experience in managing and responding to events/incidents
• Experience working in a team to deliver set objectives within a high-pressure environment.
• Incident Manager, or similar crisis manager role in an Operations Centre or front line service environment (Desirable)

Knowledge

• An understanding of the functions / systems within a CCTV Operations Centre and/or other rapid response services.
• Knowledge of emergency arrangements and principles of integrated emergency management.
• Knowledge of relevant legislation relating to Public Space Surveillance.
• Knowledge of Emergency Planning (desirable)
• A good understanding of the Data Protection Act 2018 and the responsibilities placed on Local Authorities.

Skills

• Excellent written and verbal communication skills to engage and communicate with internal and external stakeholders, customers and partners.
• Highly organised with the ability to multi-task and be flexible to respond to service delivery requirements.
• Ability to work with minimum supervision, using problem solving skills and initiative to provide a customer-focused support service.
• Outstanding active listening skills - ability to clearly articulate messages to a variety of audiences.
• Excellent attention to detail and will be expected to maintain a high level of professionalism, care and integrity, ensuring a positive image of the company is promoted at all times.
• This post demands a high level of flexibility, a positive attitude and ability to adapt to changes.

Indicative Qualifications

• DBS and Police checks will be carried out on all staff – the role is dependent on these being satisfactory. You may be required to attend court as a professional witness.
• SIA license in public space surveillance (Mandatory)
• SIA Licence in Front line door supervisor or guard (Desirable)

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Salary: £28,573.08 per year

Schedule:

• 12 hour shift
• Day shift
• Night shift

Ability to commute/relocate:

• Walthamstow, E17 4JF: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

• SIA (required)

Work Location: In person