Job Description

Job title: Control Room Officer

Salary: 25,584 - 27,269 (pro rata) + shift allowance & weekend enhancements


Hours: 35.5 hours


Contract: Permanent


Location: Leedswatch


As a team member you'll thrive on overseeing the delivery of a professional, efficient, and effective service from the Leedswatch Control room working with a range of partners including the Police to prevent and detect crime, respond to request for out of our assistance from Housing Tenants and undertake intruder / fire alarm monitoring via the alarm receiving centre.


Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.


About you

As a Control Room Officer, you will:


Use your own initiative and judgement where appropriate, providing outcomes and solutions for customers/partners from a range of options. Monitor alarms and deploying Officers to a range of incidents received from the Alarm Receiving Centre

recognise and act sensitively in cases of potential risk and high priority.
Be aware of and adhere to the principles of service standards in all aspects of customer contact and to consistently achieve good customer satisfaction. Answer and take ownership of calls which come into the service in a polite and professional manner Work with the Police and other agencies to provide an appropriate response to incidents using a range of communication tools e.g. Radios, telephone, intercom To keep accurate records of incidents logged To maintain a polite and professional manner at all times especially if difficult or abusive situations arise. Monitor and record CCTV camera video images to identify incidents, including crime, disorder and anti-social behaviour, and taking appropriate action including evidence gathering.
About the role


You will work in a 24/7, 7 day a week control room, working 4 days on and 4 days off, alternating between sets of day and night shifts.


Working on intruder/fire monitoring alarm receiving centre, out of hour calls and public space CCTV, you will understand and deliver services within the agreed performance standards, whilst maintaining professional standards, always providing the best value.


The role is integral to our Leedswatch Services and contribute to working towards the vision; ''Striving to create a positive and inclusive working environment in which staff are satisfied, engaged, and committed to giving their best in supporting the Safer Leeds ambition to ensure people are safe and feel safe in Leeds.''


What we offer you

We take pride in offering the best employee experience, with benefits including:


a competitive salary and annual leave entitlement plus statutory holidays membership of the West Yorkshire Pension Fund with generous employer contributions flexible and hybrid working arrangements subject to service requirements a clear career pathway and continuing professional development opportunities a range of staff benefits to help you boost your wellbeing and make your money go further.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is recognised in Stonewall's Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, candidates must consider their own eligibility for sponsorship for a particular role through the Skilled Worker route before applying. To be eligible for sponsorship you'll usually need to be paid the 'standard' salary rate of at least 38,700 per year or meet one of the other eligibility criteria. For more information visit

Skilled Worker visa

on the government website. Please ensure you are eligible before applying.

Job purpose


To ensure a responsive, professional service is provided to customers and partners at all times to support crime reduction, in line with the Safer Leeds Plan. You will work shifts as part of a team of Officers with responsibility for the day to day monitoring and operation of CCTV cameras including Tower Blocks, Intruder, Fire, Panic and Third Party Alarms. You will support the Police and other agencies and will initiate investigations into suspicious behaviour by evaluating camera images and monitoring radio systems in order to assist in the effective deployment of Police resources. You will also deal with Out of Hours customer contact enquiries, including Noise Nuisance and Emergency repair calls, taking ownership and resolving queries, without assistance where possible. You will be required to carry out your duties in accordance with CCTV and Security operational procedures, codes of practice and relevant legislation to ensure the security, integrity, accuracy and confidentiality of information. You will produce and maintain detailed records and evidential material in a clear and accurate format.
Responsibilities


Monitoring and recording CCTV camera video images to identify incidents, including crime, disorder and anti-social behaviour, and taking appropriate action including evidence gathering. Monitoring alarms and deploying Officers to a range of incidents received from the Alarm Receiving Centre To be able to recognise and act sensitively in cases of potential risk and high priority. To be aware of and adhere to the principles of service standards in all aspects of customer contact and to consistently achieve good customer satisfaction. To ensure effective and efficient input to recording systems and learn to operate new and existing Information Technology systems as appropriate. To answer and take ownership of calls which come into the service in a polite and professional manner Work with the Police and other agencies to provide an appropriate response to incidents using a range of communication tools e.g. Radios, telephone, intercom To keep accurate records of incidents logged To maintain a polite and professional manner at all times especially if difficult or abusive situations arise. To use own initiative and judgement where appropriate, providing outcomes and solutions for customers/partners from a range of options. Flexible and adaptable to change to assist other services as required commensurate to grade. Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills. Improve own practice through observation, evaluation, discussion with colleagues and appropriate continuing professional development programmes. Work collaboratively with colleagues, knowing when to seek help and advice. Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested. Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council. Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures. The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post. The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.
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Qualifications

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Personal Specification

Method of assessment will be through one or more of the following application form, test, interview, and certificate.


Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.


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Skills required

Able to keep accurate records Totally committed to excellent customer care and putting the customer at the heart of everything you do. Analytical and judgmental skills, where there is a need to interpret information or situations and to solve varied problems. Ability to communicate effectively by telephone and over radio system with a wide variety of people in a polite and tactful manner. Ability to deal with conflicting or difficult situations should they arise. Able to communicate effectively at all levels Able to work in a team or on own initiative Able to work with minimum of supervision Able to evaluate incidents and make decisions on required action Ability to contribute to team building and team working. Ability to work on own initiative, accept responsibility and make decisions within agreed criteria. Understand the requirements of confidentiality and an understanding of the Data Protection Act Good organisational and interpersonal skills.
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Knowledge required

To carry out all duties having regard to employee's responsibility under the council's Health & Safety Policies
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Experience required

Of maintaining equipment, stationery and clothing. Experience of working with a range of computer packages Experience of working as part of a team to meet targets and deliver a responsive service.
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Behavioural and other Characteristics required

Understand and embrace

Leeds City Council Values and Behaviours

and codes of conduct. Committed to continuous improvement in all areas and work towards delivering the

Best City Ambition

of Health & Wellbeing, Inclusive Growth and Zero Carbon Able to understand and observe Leeds City Council equality and diversity policies. Carry out all duties having regard to an employee's responsibility under Health and Safety Policies. Willingness to actively participate in training and development activities. Flexible and adaptable to change to assist other services as required commensurate to grade. Participate in appraisal, training, and development activities. Be aware of and comply with Leeds City Council policies and procedures. Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council. Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person. The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

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