CCTV Operator/Customer Service Advisor

Location: West Midlands

Salary: £9.00 per hour

Job Description

To provide an effective and qualitative alarm and call handling facility in support of emergency and non-emergency activations and calls to an Alarm Receiving Centre (ARC). Obtaining, assessing and accurately recording comprehensive information to facilitate proper assessment, thus enabling rapid deployment of appropriate resources to a range of incidents and act in accordance with all Cougar Monitoring Policies and Procedures

Key Responsibilities:


  • To provide a monitoring and control service using CCTV, communication systems and computer based access control systems, within the standards laid down in the Code of Practice and Operational Procedural Manual.
  • To monitor CCTV cameras, escalating incidents and assisting the emergency services/Cougar Response Drivers in order to make a REAL difference.
  • Recognising and reacting to the risks involved in the assessment of emergency and non-emergency calls and activations
  • To keep and maintain suitable and sufficient records of all incidents,
  • To maintain the security of the ARC and equipment rooms at all times
  • To operate and monitor the control room systems
  • Liaise with visitors using systems
  • To notify the police and other authorised persons/organisations of incidents
  • To maintain and store correctly records, relevant to the execution of the system
  • Recording reviewing on behalf of the client or police in accordance with legislation
  • Ensure professional quality of service delivery and compliance with legislative requirements.
  • Operators may be required to attend court and give evidence on the basis of their duties as a CCTV operator.
  • Answer intercoms and inbound telephone calls professionally, quickly and effectively
  • To demonstrate a professional and caring approach on the telephone.

Effectively use the telephone systems and follow the guidance of the company policy and procedures:

  • Support the Control Room Supervisors and in their absence to take control of the operations (subject to training)
  • Report any operational difficulties and problems to the supervisor on duty
  • Ensure the health, safety and welfare of themselves in accordance with the Cougar Policy
  • To actively support, at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
  • Any other reasonable requests from the management

Skills and Experience:

  • A comprehensive knowledge of the relevant security standards
  • Ability to obtain, analyse and evaluate information, both digital and analogue based
  • Understanding and working knowledge of CCTV systems and ARC duties
  • Ability to pay close attention to detail
  • Ability to deal appropriately with confidential/ restricted matters
  • Assertive, tactful and patient
  • Ability to remain calm and work under pressure, with limited supervision, whilst maintaining a high standard of work
  • A commitment to, and understanding of, Equal Opportunities and diversity
  • Be self-motivated and able to work independently or as a team member
  • The ability to prepare letters, reports and documents in an accurate and concise manner
  • The ability to communicate diplomatically and effectively, both verbally and in writing
  • Sufficient computer literacy to ensure timely production of documents/reports etc.
  • Sufficient investigative skills to identify the root cause of any problems identified

Min 5 year checkable work history with previous CCTV experience preferred or able to show experience of working in a position of trust that placed a high degree of responsibility on the candidate.

The duties of the post involve shift work and weekend working to ensure the provision of a 24 hours, 365 days per year qualitative service is maintained. There may be a requirement to attend work at relatively short notice, and at times which may not be part of the rostered hours of duty.

Applicant must have CCTV licence.


  • Company Pension
  • On-site Parking


  • 12 Hour Shift


  • customer service: 1 year (Preferred)


  • GCSE or equivalent (Preferred)


    CV must be a .pdf or MS Word .doc/.docx file and under 500kb