CONTROL CENTRE OPERATOR (ARC/CCTV)

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 12,000 - 18,000; Part time

Benefits offered by this job

Shift enhancement 10%

Evening rate uplift

Weekend rate uplift

Bank holidays double time

Overtime opportunities

Job summary

Cardiff Council operates a 24/7 CCTV Control Centre from County Hall, handling building alarms, CCTV monitoring and resident interactions daily. The role requires responding to alarms, patrolling cameras and coordinating with emergency services as needed to ensure safety across council buildings and public spaces.

The successful candidate will join a small, customer-focused team, with emphasis on IT-enabled surveillance, incident management and strong communication with residents and police

Qualifications

• Experience in a control room environment is desirable.
• Good customer service skills essential.
• Ability to interact with residents daily via phone and virtual concierge system.
• Willingness to work a 24/7 shift pattern.
• Comfort with information technology in a customer-focused environment.

Responsibilities

• Handle building alarms using the alarm handling platform and decide if emergency services need to be dispatched.
• Carry out daily CCTV camera patrols and record CCTV incidents.
• Deal with day-to-day fault reporting and testing of control room equipment.
• Escalate incidents detected via CCTV to Police and other emergency services as needed.
• Maintain high standards of first-time resolution and customer satisfaction.

Skills

Customer service

Team player

IT literacy

Emergency decision making

Tools

Alarm handling platform

CCTV system

Radio communications

Job description

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 based at County Hall, in a newly built CCTV Control room and Alarm Receiving Centre. 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

This post is part time and will work 28 hours per week.

This post is permanent.

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.
• Full training will be given.

This post is subject to a Disclosure and Barring Service Standard check.

The role will also require successful candidates to undergo vetting checks to Non Police Personal Vetting Level 2 Abbreviated (NPV2 Abv) standard.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

Job Category Customer Services

Working Pattern/Contract Type Part Time Permanent