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Monitoring Centre Operator

Bromsgrove and Redditch Councils
Town Hall, Redditch
Grade 5 (SCP 14-19) £27,334 to £29,777 per annum (pro rata) Please also note that this post attracts an unsociable hours allowance of 15% on hours worked nights and weekends.
Closing date
3 Dec 2023

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Job Details

About us

Situated in North Worcestershire, Redditch Borough Council shares services with its neighbouring authority of Bromsgrove. The Councils are committed to being a customer driven organisation, with our customers at the heart of everything we do; focused on improving on delivering services that make a different to the community that we serve.

The role

Monitoring Centre Operator

Vacancy 1 - 34 Hours per week (average over year)

Shift Pattern - Day 1&2 7am - 3pm, Day 3&4 3pm - 11pm, Day 5 & 6 11pm - 7am, Days7,8,9,&10 Off

Vacancy 2 - 24 Hours per week (average over the year)

Selecting from a range of 6 and 8 hour shifts, covering annual leave and sickness. Includes days, evenings, nights, and weekend work. 

Are you calm in a crisis? Would you take control in an emergency situation? Could you deal with a range of emergency calls, enquiries and requests? 

You will be required to monitor CCTV,  support service users using Technology Enabled Care (TEC) and answer telephone calls from residents for Out of Hours Services we provide. 

Full training on all systems and procedures is part of the in-depth induction to this role. 

The position will be based within our 24-hour Monitoring Centre at Redditch Town Hall.

If you’d like to work in a fast-paced, customer focused environment, where no two days are the same, then this is the team for you!

Key requirements

As a Monitoring Centre Operator, you will be responsible for:

  • Answering emergency Lifeline calls, helping people to live their lives independently.
  • Taking calls in relation to Councils’ emergency services and housing repairs when their offices have closed and liaising with on call operatives. 
  • Monitoring CCTV within North Worcestershire and reporting incidents to the Police.
  • Prioritising  your workload.
  • Attending our Disaster Recovery Site in Bromsgrove when required.

If you are applying for our Relef Team Position you will need to be flexible and available for covering shifts as they become available, sometimes at short notice. However, most shift allocation is with at least 4 weeks notice and cover a wide range of available shifts. 

Skills & experience

As a Monitoring Centre Operator you will have the following:

  • Experience of working over telephone to obtain information suitable to assess a situation.
  • Experience of handling difficult people or stressful situations.
  • Excellent customer service skills.
  • Knowledge of Technolgy Enabled Care. 
  • Experience of using CCTV, producing evidence, and knowledge of principal legislation behind it.
  • Experience of instantly assessing and prioritising demands.

Qualifications and Professional Memberships 

  • To hold or be willing to train to become SIA licensed in CCTV operations. This includes a DBS check.
  • GCSE Maths and English Grade 4/C or above (or proof of the ability to perform at this level).

Job Specific Skills, Behaviours and Personal Attributes:

  • Administrative skills - ability to maintain electronic records, write reports using correct grammar, accurately log incidents, file documents and paperwork.
  • Look up information, apply instructions and follow procedures.
  • Computer literate – proficient in word, excel and outlook applications.
  • Able to make sense of visual information, assimilating facts, events and colours quickly.
  • Ability to empathise with vulnerable people, communicate instructions clearly and offer appropriate assistance.
  • Ability to work both unsupervised and as a member of a team.


Additional information 

We offer our staff a range of benefits including pension, generous leave entitlements, regular (optional) overtime and access to employee benefits platform.

Next steps – Need further information? please contact Rachel Nicholls (recruiting manager) email or

If you are interested in applying please use the 'Apply Now' button

Closing Date for completed applications: Sunday 3rd December 2023.

Interview date: W/C 11th December 2023

We are an equal opportunities employer and welcome applications from all sections of the community.

For a full list of our current vacancies why not visit our WM Jobs Recruiter Page.

Supporting documents
Monitoring Centre Operator JD - July 2022.doc


From Monday 11th December an exciting change is happening for us as an organisation - we will be implementing a new system which will improve your candidate experience! To access your candidate portal for our new system, head to 

If you have an application in progress with us on, or after, Monday 11th December – don’t worry, this will continue as it normally would and there will be no impact on your application or the process. More information on our new and improved system will be coming soon, so keep an eye on the WMJobs help pages

Working for Us

Bromsgrove and Redditch Councils are neighbouring authorities with big ambitions, each assert their own distinct political priorities, customer needs, as well as actively committing to equality and diversity.

As host authority, we work closely with Worcestershire Regulatory Services and other partner organisations to make sure our residents get the best services possible.

If you're looking for temporary work, WMTemps is the official provider of temporary jobs for Bromsgrove and Redditch councils and their dedicated recruitment teams work directly with us to fill vacancies across a number of council departments including business support & administration, housing, building services, executive, HR, finance, technical and industrial. Click here to find out more. 

Where we are we?

We are located in the Northeast of Worcestershire, between Herefordshire and Warwickshire. We are accessible from major motorways, trains and bus services.

We pride ourselves on being a progressive organisation, employing around 1000 employees, both council’s working together have successfully shared services, including a single management team and joint chief executive, whilst maintaining their own unique identities and providing high quality, cost effective services that are responsive to our customer needs.

Why choose us?

The commitment we have for our staff is the reason why we are always looking to recruit, develop and retain the very best talent. For this reason, in addition to a satisfying job, we can offer all our staff a range of benefits including pension, generous leave entitlement, flexible working and salary sacrifice schemes.

We pride ourselves in having motivated staff, who enjoy working for us; there is a diverse range of career options, whichever function you choose, you can be sure of a rewarding career in a progressive and fast paced environment.

We are an Equal Opportunities Employer and are committed to creating an inclusive environment for all employees and welcomes applicants from all backgrounds.

As users of the Disability Confident Scheme, we guarantee to interview all disabled applicants who can demonstrate they meet the minimum essential criteria for the vacancy

We welcome applications from members of the Armed Forces

Our Strategic objectives:

  • Help me live my life independently (including health and activity) 
  • Keep my place safe and looking good
  • Help me find somewhere to live in my locality
  • Help me run a successful business
  • Help me to be financially independent (including education & skills)
  • Provide good things to see, do and visit Enabling

Further information on Bromsgrove District Council and Redditch Borough Council can be found on our websites: or


Company info
Town Hall
Walter Stranz Square
B98 8AH
United Kingdom

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