Multi-Service Control Room Operator

New Forest District Council; Lyndhurst; On-site; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Free on-site parking

Enhanced DBS clearance

Employee Assistance Programme

Cycle to Work scheme

Job summary

New Forest District Council is recruiting for a Multimedia Service Control Room Operator to work in a modern 24‑hour control room in Lyndhurst. You will monitor CCTV, support Careline clients, and respond to emergencies across a 120+ camera network and council assets.

Training will be provided; previous control room experience is helpful but not essential. The role requires a clean driving licence and flexible shift patterns, including nights.

Qualifications

• Experience in customer service, contact centres, emergency response, housing, healthcare, social care, security or similar roles is welcomed.
• Previous control room experience is helpful but not essential, as training will be provided.

Responsibilities

• Respond to Careline calls, assess needs and take appropriate action, including contacting emergency services.
• Monitor over 120 CCTV cameras across public spaces and council assets to detect and respond to incidents.
• Liaise with emergency services to support crime prevention and public safety.
• Handle out-of-hours council calls and public enquiries professionally and efficiently.
• Install, programme, and maintain Careline alarm units in clients' homes; driving licence and vehicle access required.
• Prepare and manage sensitive data, including CCTV footage, in line with data protection laws.
• Operate and maintain security systems, radios and IT platforms, including Microsoft Office and specialist software.

Skills

Customer service

Calm under pressure

Multi-tasking

Decision making

Record keeping

Teamwork

IT systems

Confidentiality

Overtime willingness

Tools

Microsoft Office

Specialist software

Job description

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Salary £28,861– £31,374 with a 5% shift enhancement

Basis Full time

Job profile for Multi-Service Control Room Operator

Multi-Service Control Room Operator

Lyndhurst 07/10/2026 Multi-Service Control Room Operator

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary £28,861– £31,374 with a 5% shift enhancement

Contractual hours 38.5 Basis Full time Region South Job category/type CCTV & Community Alarms Date posted 23/09/2026

• Candidate Pack Multi-Service Control Room Operator.pdf
• People strategy_document.pdf
• Customer Strategy - Customer Promise.pdf
• Local Government Reorganisation Information for Applicants.docx

Job description

Are you passionate about helping others and able to work under pressure?

New Forest District Council is looking for a customer-focused, compassionate individual who is confident with modern technology, to join our team in our modern 24-hour Multi-Service Control Room. This is a varied and rewarding role where you’ll support vulnerable residents,monitorover 120 cameras and support the delivery of our Careline service, which connects to over 2000 clients.

This is a unique opportunity to play a vital role in community safety, emergency response and support for vulnerable residents.

We welcome applications from people with experience in customer service, contact centres, emergency response, housing, healthcare, social care, security, administration, logistics or similar roles.

Previous control room experience is helpful but not essential, as full training will be provided.

Shift Pattern: 2x Days (06:00-18:00), 2x Nights (18:00-06:00), 4 days off, on a repeating 8-daypattern

Why join our Multi-Service Control Room team?

• Support vulnerable residents through our Appletree Careline service.
• Assist in responding to emergencies and urgent incidents.
• Work closely with emergency services and partner agencies.
• Help protect local communities through CCTV monitoring.
• Provide critical out-of-hours support for council services.
• Make a genuine difference to people's lives every day.

What You'll Be Doing:

• Responding to Careline calls, assessing needs and takingappropriate action, including contacting emergency services
• Monitoring over 120 CCTV cameras across public spaces and council assets to detect and respond to incidents
• Liaising with emergency services, including police control centres and officers, to support crime prevention and public safety
• Handling out-of-hours council calls and public enquiries professionally and efficiently
• Installing, programming, andmaintainingCareline alarm units in clients’ homes, ensuring their safety and peace of mind (a clean driving licence and access to a vehicle arerequired)
• Preparing and managing sensitive data, including CCTV footage, in line with data protection laws and operational codes of practice
• Operating andmaintainingsecurity systems, radios and IT platforms, including Microsoft Office and specialist software

What We're Looking For:

We are looking for someone who can:

• Deliver excellent customer service and communicate confidently with a wide range of people.
• Remain calm, professional and empathetic when dealing with emergencies or vulnerable individuals.
• Prioritise and manage multiple tasks in a fast-paced environment.
• Make informed decisions using established procedures and sound judgement.
• Produce accurate records, incident logs and reports.
• Work effectively as part of a supportive team.
• Use a range of IT systems and learn new technology quickly.
• Maintain confidentiality and handle sensitive information appropriately.
• Has a willingness to work additional hours to cover leave or sickness absence

You’ll particularly enjoy this role if you are organised, resilient, detail-focused and enjoy helping people.

Additional Information:

• You’llbe part of a 24/7 operation, contributing to a safer, more responsive community
• Enhanced DBS clearance is required due to the sensitive nature of the role
• Aptitude or personality assessments may be part of the selection process
• Travel expenses are reimbursed for home visits

What’s in it for you?

• £28,861– £31,374per annum, with a 5% shift enhancement
• 23 to 24 annual leave days - plus anadditionalweek’sequivalent after 5 years’ service
• Bank Holiday working enhancement
• Local Government pension schemeand AVC provision
• Free on-site parking
• Payment of professional or registration feeswhere these arerequired
• Employee Assistance Programme (free 24 hourlegal,financialand personal advice for employees)
• Wide range of employee discounts at high street retailers, including supermarkets, stores, and restaurants
• Cycle to Work scheme which could save you around 40 percent on cycles and accessories

About us

At NFDC we recognise that every colleague - whether in operational, frontline, or office‑based roles - plays a vital part in delivering high‑quality services to our communities. We are committed to creating a supportive and inclusive environment where people feel valued for the work they do and the strengths they bring.

We aim to foster a culture where people feel confident to share ideas, contribute their expertise, and develop through meaningful conversations with their managers and supported learning opportunities. Whilst we have our corporate values, LEAF Learning Empathy Ambition Fairness , we understand that different teams work in different ways, and we want our values to be lived in ways that make sense locally while staying true to our shared purpose as an organisation.

We want colleagues to thrive, which is why we promote wellbeing, balance, and opportunities for learning and progression. Our values guide how we work together and how we support each other to be confident, capable, and adaptable.

Click here to see why employees think that New Forest District Council isa great placeto work: Working forNFDC

Please note: You’ll likely be aware that there is a government mandate to deliver Local Government Reorganisation (LGR) to Hampshire and the Solent region, meaning a transition into a new operating structure from an agreed future date. This transition is currently paused following a recent government announcement, but it is important that applicants understand how this may affect their employment should they be successful. You will find attached a useful LGR update sheet at top of this advert.

Ifyou’reinterested

For more information and an informal chat about the role, please contact Control Room Supervisors, Lisa or Becky, on 02380285523 or email [e-mail]

We understand that some applicants may choose to use AI tools to assist with completing their application. Please bear in mind it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process

This post requires an Enhanced DBS check to be completed. You must include details and dates of ‘spent’ convictions, cautions and reprimands and final warnings.

Closing Date: Wednesday 7 th October 2026
Interview date: Friday 16 th October2026