The Alarm Receiving Centre [ARC] is our fully accredited monitoring and alarm receiving centre located within the East of England Co-Operative Head Office, and we are seeking a Control Room Operative to join our team.
Operating 24/7, our friendly and organised team at the ARC delivers first-class service to clients and customers nationwide, alongside our in-house departments. As a Control Room Operative [CRO], you will be the first responder to potential emergencies through phone calls, CCTV alarms or Intruder, Fire & Panic alarms activated by clients on-site. There will also be occasions that you’ll need to download CCTV footage to support internal and external investigations for the Police providing vital evidence for thefts, robberies, assaults, and burglaries.
Additionally, you will also provide first-class telephone customer service to various customers, stores and the public across multiple services both in-hours and out-of-hours. These calls are taken in our brand-new Response Desk Room, directly opposite the ARC, allowing colleagues to focus on providing the best service possible.
Whilst this role contains elements of security, regarding monitoring, responding, and escalating – it may also suit someone from a call centre or customer advisor background due to the nature of the phone calls received across the role. Regardless of whether you have experience in call-handling/alarm monitoring or not, we would love to hear from you and discuss your previous experience and future goals. We are more than happy to bring the right candidate in regardless of experience or qualifications if you are determined to learn and develop your skills.
Please note: Due to the ARC operating 24/7, the standard shift pattern rotates 4 days on, 4 off, 4 nights on, 4 off etc and includes weekends, and bank/public holidays.
Role Responsibilities:
* CCTV Monitoring: Observe thousands of different systems and escalate incidents as they occur.
* Call Handling: Manage a variety of calls for in-house and third-party clients both during and after business hours.
* Staff Welfare: Conduct checks on Lone Workers for both in-house and third-party clients.
* Alarm Monitoring: Monitor and respond to Panic, Fire, and Intruder alarms.
Ideal Candidate:
* Possess a SIA Frontline CCTV Licence or be willing to attend a paid course.
* Be computer literate with basic experience using a variety of programmes and software, including Microsoft Office, Google Docs, and specialist software.
* Be reliable, punctual, and organised.
* Have strong communication and customer service skills with the ability to hold a conversation over the phone.
* Demonstrate a positive, problem-solving attitude.
* Be capable of working unsociable hours, including weekends, nights, and public holidays.
* Be confident in following processes set out by management and clients.
Job Types: Full-time, Permanent
Pay: £12.55-£13.00 per hour
Expected hours: 42 – 48 per week
Benefits:
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* On-site parking
* Store discount
Schedule:
* 12 hour shift
* Day shift
* Night shift
* Overtime
Ability to commute/relocate:
* Ipswich IP9 2BJ: reliably commute or plan to relocate before starting work (preferred)
Education:
* GCSE or equivalent (preferred)
Experience:
* customer service: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
* SIA CCTV Licence (preferred)
Work Location: In person
Reference ID: ARCCRO25v2
#J-18808-Ljbffr