What you will do In this role, you will analyze CCTV footage from customers' premises and take appropriate action. You will handle incoming calls from internal and external customers, ensuring all interactions are polite and professional. Accurate recording of all events on the company database is essential, as well as maintaining the customer database. Any complaints or enquiries that you cannot resolve will need to be escalated to your Supervisor or Team Leader. This is an office-based position across two sites in Manchester: Salford Quays and Cheetham Hill - working on a 4-on, 4-off shift pattern. What we offer Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products Extensive product and on the job/cross training opportunities with outstanding resources available Encouraging and collaborative team environment Career development through various career ladders including Customer Service Dedication to safety through our Zero Harm policy Access to business resource groups How you will do it Providing Alarm response and CCTV Monitoring and Analysis to external customers around the clock. You will work a shift pattern of two 12-hour days, two 12-hour nights, then 4x off. You will pro-actively respond to remote video on a priority basis Answer incoming telephone calls from both our internal and external customers and following company procedure to ensure resolutions. Maintaining customer confidentiality at all times is essential in this role. What we look for Required Excellent communication skills Customer Service skills Being able to deal with potentially very serious incidents with a calm, professional and reassuring manner. Customer focused with a proactive, can-do attitude. High levels of concentration and attention to detail is crucial. Preferred SIA CCTV license Some knowledge of IT desirable Industry experience LI- MS2 LI-Onsite