Monitoring Team Leader

Job Reference


Job Type


Job Hours

Full time

Duration of Employment

Closing Date


Job Location


Job Postcode

Salary Benefits

Monitoring Team Leader



You will support the monitoring centre supervisors and management when required, as well as standing in for the supervisors during periods of leave. You will be handling incoming alarms, taking escalations from operators calls, answering customer queries and offering advice, help logging jobs, measure and ensure the Centre is operating within targets specified by the SSIAB & Monitoring centre management. At times, you will be the main point of contact for staff from other departments and will make decisions that support the rest of the business. You will be required to take calls and handle alarms to ensure SLAs are achieved.

What to expect:

  • Assist in the training process for all new and existing staff
  • Act as floor walker when no Manager present assisting staff and making decisions
  • Answer calls and alarm activations as required on shift
  • Be the first point of call for operators and supporting them throughout the shift
  • Assist in training on all systems used in the Monitoring Centre
  • Assist supervisors & management and deputise for them in their absence
  • Complete shift handovers and checklists
  • Complete daily and weekly Monitoring tests
  • Be the main point of contact for the Centre during the shift
  • Assist in document control, process writing and internal audits
  • Complete all relevant to the role paperwork and file appropriately.

What we are looking for:

  • Experience working with a Remote Video Response Centre.
  • Experience working to measurable targets
  • Experience with detailed record keeping
  • Experience and knowledge of basic office procedures, working knowledge of procedures operating in own area, willingness and interest in undertaking and delivering appropriate training
  • Computer literate, possession of basic computer skills
  • Proficient with MS Office (Word, Excel)
  • Good listening skills and an interest developing people
  • Excellent communication skills (verbal and written)
  • Excellent telephone manner
  • Proven motivator and self-motivator

Apply today!