CONTROL CENTRE OPERATOR (ARC/CCTV)

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. In addition to this the ARC delivers a Public Space CCTV monitoring service across the Vale of Glamorgan.
About the job
We currently have an opportunity for an enthusiastic individual to join our team as a CCTV Control Centre Operator. The team is currently based at Willcox House, Dunleavy Drive (Cardiff Bay), however will be relocating in Summer 2023 to County Hall, Cardiff. The CCTV Operators work 365 days a year responding to various building alarms and monitoring CCTV at council buildings and Public Space CCTV across the Vale of Glamorgan. The responsibilities of the team include; completing CCTV camera patrols, dealing with virtual concierge and access control requests, handling various building alarms 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 daily via phone and virtual concierge system, so good customer service skills are essential. The team also has a radio link to South Wales Police and are required to communicate with the Police daily.
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. Operators will also be expected to manage incidents, detected via CCTV across Cardiff and the Vale, escalating to the Police, and other emergency services for response as needed. 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. Dependent on shift pattern, the role will attract a 10% shift enhancement, evening rate enhancement of the hourly rate plus 1/3, weekend rate enhancement of the hourly rate plus ½ and all Bank Holiday’s worked will be paid at double time plus time in lieu. The role is part time, however successful candidates can expect a salary in line with that of a full time (37 hour per week) employee. The role also does offer overtime opportunities. This post is part time and will work 28 hours per week. Full training will be given. Due to the nature of the role, a standard DBS check will need to be successfully undertaken. The role will also require successful candidates to undergo vetting checks to Non Police Personal Vetting Level 2 Abbreviated (NPPV2 Abv) standard. 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. For further information relating to the role, please contact Tom Harris, ARC Manager tharris@cardiff.gov.uk. Due to the current interim working arrangements, we are unable to provide recruitment packs or accept application forms via the post. The interview process for this role may 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 please contact Tom Harris, ARC Manager 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
Job Reference: RES01039