Monitoring Officer - REQ07007 - 495521

North Lanarkshire Council Ltd; Coatbridge; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

27 days annual leave

6 public holidays

Flexible working (Smart Working)

Job summary

North Lanarkshire Council is seeking enthusiastic Monitoring Officers to join the Community Safety Unit. You will handle customer inquiries about anti-social behaviour and out-of-hours homelessness services, while also providing CCTV monitoring and support to partners.

The role requires strong communication, data entry skills, and the ability to work as part of a team. Applicants should have experience from a call centre background, good IT skills including MS Office, and the ability to work in

Qualifications

• Experience working in a call centre environment or frontline customer service.
• Knowledge of anti-social behaviour and homelessness services is desirable.
• Good IT skills, including Word, Excel and Access, and ability to input data and generate reports.

Responsibilities

• Provide call handling and customer service for ASB and out of hours homeless services.
• Operate CCTV monitoring and assist retailers and stakeholders where required.
• Input data into relevant systems and assist with information collation and reporting.
• Remain calm under pressure and prioritise workload to meet tight deadlines.

Skills

Customer service

Communication skills

IT literacy

Teamwork

Education

Standard grade level or equivalent

Tools

CCTV systems

Job description

INTERNAL APPLICANTS MUST APPLY VIA MYSELF

NLC4: £27,591 - £28,283 (plus appropriate allowances)

North Lanarkshire Council, as one of Scotland's largest local authorities, is leading an exciting and ambitious regeneration programme for its town centres and surrounding areas as part of its plans for inclusive economic growth. Working with a variety of partners, the Enterprise and Communities service has a key role in guiding this regeneration towards sustainable development. We are committed to creating prosperity and making North Lanarkshire a great place to live, learn, work, invest and visit.

We are looking for enthusiastic individuals to work within our Community Safety Unit, with a proactive approach to work who are committed to providing a safe environment to residents and visitors to North Lanarkshire and who enjoy working as part of a team to respond to a variety of circumstances.

You will be part of the team responsible for the call handling service, providing advice and assistance to the public on a full range of anti-social behaviour (ASB) and out of hours Homeless (OOH Homeless) services as well as the provision of a CCTV monitoring service.

Using a wide range of communication methods, you will provide a professional customer service that ensures that customer enquiries and complaints are resolved as quickly and efficiently as possible. You will also be required to input data to relevant system, assist in the collation of information and production of reports.

You will provide assistance to retailers, partnership agencies and various other stakeholders and undertake duties identifying and reporting faults as well assisting with access to the building. You will be required to work in a secure, controlled environment and have the ability to undertake radio and telephone communications as required.

Customer service, confidentiality and excellent communication skills are essential for all Monitoring Officers, and you should have experience of working as part of a team. Knowledge of North Lanarkshire geographical area and CCTV systems is desirable but full training will be provided. You should have a flexible approach to dealing with circumstances of a sensitive nature. You must also be able to remain calm under pressure and be able to prioritise and manage your workload whilst working to tight deadlines.

An excellent communicator, you will be educated to standard grade level or equivalent and have moderate experience of working in a call centre background. Customer focused, you will possess good interpersonal skills, have knowledge of anti-social behaviour and homeless services and be able to demonstrate a good working knowledge of IT systems, including Microsoft Office (i.e Word, Excel, Access, etc).

There may be a requirement to cover various areas across North Lanarkshire Council.

All candidates will be subject to non-police personnel vetting as part of the pre employment checks.

The successful candidate will be required to obtain an SIA Licence, this will be arranged shortly after commencement in post.

A satisfactory Level 1 check through Disclosure Scotland must be attained prior to commencing employment.

Work Pattern:

4 on 4 off Shift Pattern - 2 Days - 7am to 7pm and 2 Nights - 7pm to 7am on followed by 4 nights off on a rolling pattern

Working here at North Lanarkshire Council

If you're considering a career with us, you'll be keen to know what's in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefitsavailable to you,find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.

North Lanarkshire Council has reached its current allocation of Certificates of Sponsorship and, as a result, we are unable to provide visa sponsorship at this time.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention's Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link.

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone [phone].

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read - My NL