Multi-Service Control Room Operator

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

Benefits offered by this job

5% shift enhancement

23–24 annual leave days

Bank Holiday working enhancement

LGPS and AVC provision

Free on-site parking

Professional/registration fees paid

Employee Assistance Programme

Employee discounts

Job summary

New Forest District Council is seeking a dedicated and technically capable individual to join our 24-hour Multi-Service Control Room. You will support vulnerable residents, monitor CCTV, and assist in delivering the Careline service to over 2000 clients.

The role requires adaptability to shift patterns, a clean driving licence, and DBS clearance. Training is provided, with a strong emphasis on community safety and rapid response to incidents.

Qualifications

• Experience in customer service, contact centres or emergency response is advantageous.
• Able to work in a 24/7 control room with shift patterns.
• Clean driving licence and access to a vehicle are required.
• Enhanced DBS clearance is a requirement for the role.

Responsibilities

• Respond to Careline calls, assess needs and contact emergency services as needed.
• Monitor over 120 CCTV cameras across public spaces and council assets.
• Liaise with emergency services to support crime prevention and public safety.
• Handle out-of-hours council calls and public enquiries professionally.
• Install and maintain Careline alarm units in clients' homes.

Tools

Microsoft Office

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, monitor over 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-day pattern

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 taking appropriate 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, and maintaining Careline alarm units in clients' homes, ensuring their safety and peace of mind (a clean driving licence and access to a vehicle are required)
• Preparing and managing sensitive data, including CCTV footage, in line with data protection laws and operational codes of practice
• Operating and maintaining security systems, radios and IT platforms, including Microsoft Office and specialist software

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, , 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.

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.

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

Additional Information:

• You’ll be 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 - £31,374 per annum, with a 5% shift enhancement
• 23 to 24 annual leave days - plus an additional week's equivalent after 5 years' service
• Bank Holiday working enhancement
• Local Government pension scheme and AVC provision
• Free on-site parking
• Payment of professional or registration fees where these are required
• Employee Assistance Programme (free 24 hour legal, financial and personal advice for employees)
• Wide range of employee discounts at high street retailers, including supermarkets, stores, and restaurants