Job Description

Kyndi's Monitoring Control Centre delivers a 24/7, 365-day monitoring and response service, providing essential support to our partners, service users, and commercial customers. As a Customer Delivery Co-ordinator in our Control Centre, you will play a vital role in protecting public safety, supporting vulnerable individuals, and maintaining the security of commercial properties.

This is a dual-skilled position combining telecare call handling, providing immediate reassurance and support to people in need, with CCTV surveillance and incident monitoring. We are particularly seeking candidates who excel in calm, clear, and compassionate call handling, as this is an essential part of the role.

Key Responsibilities

Telecare and Assistive Technology Monitoring

Respond promptly to all incoming telecare and assistive technology alerts, following established protocols to ensure service users' safety and well-being. Provide reassurance, assess the situation calmly, and take decisive action, whether summoning emergency services, contacting family members, or escalating to relevant teams. Maintain accurate and detailed records of all calls and actions taken. Conduct system checks and promptly report any technical issues.

CCTV Monitoring

Monitor public and commercial CCTV systems, maintaining vigilance for suspicious activity or security concerns. Take manual control of cameras when necessary, document incidents, and escalate matters to the appropriate authorities. Ensure all activity complies with Home Office regulations, Data Protection legislation, and Kyndi's Code of Practice.

Emergency Response Coordination

Handle calls from Out of Hours Emergency Telephone lines, accurately documenting and coordinating appropriate responses. Liaise effectively with emergency services, local authorities, and internal teams to ensure timely and appropriate action.

Essential Criteria

Strong communication and interpersonal skills, with the ability to remain composed and professional under pressure. Proven ability to handle sensitive and urgent situations, providing calm reassurance and clear direction. A genuine interest in supporting vulnerable individuals and promoting independent living through assistive technology. Excellent multitasking and decision-making skills, with the ability to manage competing priorities in a busy control room environment. Confident use of computer systems and digital technology. Comfortable working a 4 on / 4 off, 12-hour shift pattern, including nights, weekends, and public holidays.

Experience and Qualifications

Essential:

GCSEs (or equivalent) in English and Maths. Demonstrated experience in a customer service, call handling, or emergency response environment. Ability to interpret complex information quickly and act decisively. Good hand-eye coordination and attention to detail when operating surveillance systems. Must successfully complete

Police Non-Police Personnel Vetting (Level 1)

and

Enhanced DBS checks

.

Please note:

Vetting extends to immediate family members. Candidates (and their immediate family) must have

no criminal convictions or cautions

that would prevent them from passing Police vetting.

Desirable:

SIA CCTV licence. Experience in a control centre, emergency service, or telecare setting. Knowledge of data protection and public space surveillance legislation. Experience working with or supporting vulnerable people (e.g., elderly or disabled individuals).

Additional Information

Environment:

Control room-based, requiring sustained focus and attention across multiple screens and communication channels.

Salary:

26,482 per year (plus shift premium for weekend working)

Hours:

4 on / 4 off, 12-hour shifts (rotating days and nights)

Location:

Control Centre (moving to Gun Wharf, Chatham, from Rochester in early 2026)
Job Types: Full-time, Permanent

Pay: 26,482.00 per year

Benefits:

Additional leave Casual dress Company pension Employee discount Free flu jabs Free parking Life insurance On-site parking Sick pay
Language:

English (required)
Licence/Certification:

SIA (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person