Monitoring Support Officer

Adecco Portugal; Painswick; On-site; GBP 24,000 - 32,000; Full time

Job summary

A Monitoring Support Officer (MSO) role in Gloucestershire requires supporting field colleagues during installation and decommissioning of monitoring equipment. You will be the additional eyes for Field Monitoring Officers, ensuring safe, compliant operations and clear communication with users and partner agencies.

The role emphasizes handling sensitive information professionally, adhering to policies, and maintaining high service standards while working across extended hours and weekends as

Qualifications

• Proven experience in delivering professional customer service, particularly in sensitive situations.
• Exceptional written and verbal communication skills.
• A collaborative and dependable approach to supporting colleagues.

Responsibilities

• Collaborate with Field Monitoring Officers (FMOs) to assist in the installation and decommissioning of monitoring equipment.
• Act as an additional set of eyes for FMOs during their tasks, ensuring a smooth and efficient process.
• Engage in conversations with friends or family members at the installation addresses to facilitate the FMO's work.
• Document notes for the FMO and assist with light duties as requested.
• Maintain composure and respond constructively during high-demand situations or incidents.

Skills

Customer service

Communication

Teamwork

Education

General education including English

Job description

Monitoring Support Officer (MSO)

Location: Gloucestershire
Contract Type: Full-time

Our client is seeking a dedicated and enthusiastic Monitoring Support Officer (MSO) to join their dynamic team in the Electronic Monitoring Services sector. This is an exciting opportunity for individuals who thrive in a fast-paced, service-oriented environment and are committed to delivering exceptional support while ensuring the safety and compliance of service operations.

Role Purpose

As a Monitoring Support Officer, you will play a crucial role in supporting field-based colleagues during the installation and decommissioning of monitoring equipment. Your keen eye for detail, sound judgement, and confident communication skills will contribute to a safe and reliable service for users, colleagues, and partner agencies.

Key Responsibilities

• Collaborate with Field Monitoring Officers (FMOs) to assist in the installation and decommissioning of monitoring equipment.
• Act as an additional set of eyes for FMOs during their tasks, ensuring a smooth and efficient process.
• Engage in conversations with friends or family members at the installation addresses to facilitate the FMO's work.
• Document notes for the FMO and assist with light duties as requested.
• Maintain composure and respond constructively during high-demand situations or incidents.

Risk, Safeguarding, and Compliance

• Identify indicators of vulnerability, safeguarding concerns, and escalated issues appropriately.
• Apply company policies, standard operating procedures, and data protection requirements consistently.
• Handle sensitive information responsibly, sharing it only with authorised personnel and for legitimate purposes.
• Approach all interactions with service users in an objective, respectful, and non-judgmental manner.

Customer Service and Communication

• Manage challenging conversations with empathy and confidence while maintaining appropriate boundaries.
• Build constructive relationships across field operations to enhance teamwork.

Person Specification

• Service: Proven experience in delivering professional customer service, particularly in sensitive situations (Essential).
• Communication: Exceptional written and verbal communication skills (Essential).
• Teamwork: A collaborative and dependable approach to supporting colleagues (Essential).
• Sector Knowledge: Understanding of electronic monitoring, criminal justice, or safeguarding is a plus (Desirable).
• Qualifications: A good standard of general education, including English, or equivalent practical experience (Essential).

Key Capabilities and Behaviours

• Care: Treats individuals with dignity and acts on safeguarding concerns.
• Pride: Takes ownership of accuracy and maintains high service standards.
• Trust: Handles confidential information responsibly and communicates honestly.
• Innovation: Seeks practical improvements and adapts positively to change.

Working Arrangements

The service operates across extended hours, including weekends and public holidays. Flexibility to work shifts is essential. A full driving licence and personal vehicle are preferred for this role.

Equal Opportunity and Inclusion

Our client is committed to fostering a diverse and inclusive workplace. Applications are welcome from individuals of all backgrounds, and reasonable adjustments will be considered throughout the recruitment process.