CCTV Call Centre Agent – Full‑time Shift Role

About the role

Join Security Monitoring Centres as a CCTV Call Centre Agent, working in a 24/7 monitoring hub in Nottingham. You will handle alarm activations, contact customers and coordinate with emergency services, all while working a rotating day/night shift pattern.

Key responsibilities

• Monitor CCTV and intruder alarm activations and assess the appropriate response.
• Handle inbound and outbound calls to customers, emergency services and external organisations.
• Provide calm, timely communication to customers when alarms are triggered.
• Inform relevant emergency services with accurate information.
• Follow standard operating procedures and document all actions.

Required profile

• Strong communicator with a passion for delivering exceptional customer service.
• Previous experience in a telephone‑based or contact‑centre environment is preferred.
• Excellent listening skills and the ability to remain calm under pressure.
• SIA (CCTV) badge advantageous but not essential.

Required skills

• CCTV monitoring systems
• Alarm receiving systems

What we offer

• Salary £30,534.50 per annum (including shift allowance)
• 23 days holiday (rising to 24 after 5 years)
• Enhanced overtime rates and bank‑holiday pay
• Free onsite parking, cycle‑to‑work scheme and online GP appointments
• Pension scheme, life assurance (4× salary) and employee referral bonus
• Access to a wide range of discounts, childcare vouchers and health & wellbeing resources
• Ongoing training, development programmes and scholarship opportunities