Emergency Response Centre Agent - EAD09991

East Dunbartonshire Council; Kirkintilloch; Presencial; GBP 21 000 - 27 000; Tempo integral

Resumo da oferta

East Dunbartonshire Council is seeking Emergency Response Centre (ERC) Agents to join a 24/7 service that handles Community Alarm calls, public space CCTV monitoring, and urgent incidents requiring police dispatch.

Roles involve rolling shift patterns including weekends/holidays, excellent communication, teamwork, and empathy for customers in difficult situations. Training and PVG disclosure checks apply as part of the process.

Qualificações

• Customer service experience preferred.
• Ability to work in a 24/7 shift pattern.

Responsabilidades

• Respond to calls in emergency and urgent situations.
• Monitor CCTV and liaise with Police when required.

Descrição da oferta de emprego

Job Summary

Please note these positions are Temporary Our Emergency Response Centre (ERC) operates 24/7 and ERC agents provide the first point of contact for customers in emergency and urgent situations which require a response from the Council. ERC Agents work a rolling shift pattern which includes weekends and holidays, agents handle Community Alarm calls, all emergencies out with normal working hours and monitor public space CCTV ensuring incidents are passed to Police without delay. The post holder must have excellent communication skills and be able to work well as part of a team to ensure routine, urgent and emergency situations are appropriately monitored and responded to. Given the nature of the role, ERC Agents need to be empathetic, adaptable, flexible and responsive to changing circumstances. We strive to deliver an exceptional standard of service at all times so agents must be customer focused with a drive to help individuals in difficult and often complex situations.

PVG/Disclosure

The following criteria applies to all roles within East Dunbartonshire Council where PVG/Disclosure checks are essential criteria. Where the post you are applying for is considered a Regulated Role under the Disclosure (Scotland) Act 2020, successful candidates will be required to join the PVG Scheme, or undergo a PVG Scheme Update check, prior to confirmation of employment being made by East Dunbartonshire Council. Please note, successful candidates will be expected to meet the cost of the relevant check which will be deducted from the successful candidate's first salary payment. Successful candidates who withdraw their application after the check process has started will be invoiced for the cost of the check. In specific circumstances the payment could be deducted in instalments from an employee's wages following commencement of employment. Approval in such circumstances will be made by the HR &OD Manager. Should an employee leave in advance of the payment being deducted, the full amount will be deducted from the employee's final salary. The criteria outlined above will apply to existing employees of East Dunbartonshire Council who apply for roles for which a PVG/Disclosure check is required.

Charter of Commitment

The commitment by East Dunbartonshire Council to job applicants is as follows: Individuals will be treated in a polite, friendly and welcoming manner. Equalities monitoring will be conducted to ensure a fair and equitable process with screening being carried out to anonymise sensitive information such as age, gender and disability. The information that we receive will be treated in confidence and with discretion. Only the relevant HR representative/team and the relevant service will see the application form. We will encourage and welcome applications from applicants under the disability symbol. Where the essential criteria are met an interview will be offered to those applying under the disability symbol. We will be pleased to make any reasonable adjustments to ensure accessibility at the interview. We will advise you within reasonable time after the closing date if you have not met the interview criteria. (Normally within 4 weeks) We will advise you of meeting the criteria for interview normally within 3 weeks. We will advise you if you have been successful or unsuccessful at the interview stage as soon as practically possible.

Websites

www.eastdunbarton.gov.uk