Call Handler
Location: Strood (moving to Gun Wharf, Chatham in 2025)

Are you experienced in handling calls and supporting vulnerable individuals?
Are you flexible and open to working on a rotating shift pattern?
Do you want to be part of a team that makes a real impact in the community?
Shift Pattern: 4 shifts on, 4 shifts off (inc night shifts) covering 24/7, 365 days a year.
About the Role:
As a Call Handler in the Monitoring Control Centre, you will be at the heart of ensuring the safety and wellbeing of vulnerable individuals, public spaces, and commercial properties. You will play a key role in operating telecare and CCTV monitoring services, responding to emergency calls, and coordinating with various agencies when action is needed.
Key Responsibilities:
Assistive Technology Monitoring:
*Respond to incoming assistive technology calls, providing reassurance and support to vulnerable users, such as elderly or disabled individuals.
*Summon emergency assistance when necessary and document all actions taken.
*Conduct equipment tests and report system issues as needed.
CCTV Monitoring:
*Monitor CCTV systems, keeping a vigilant eye on public areas and partner sites for any suspicious activity.
*Manage cameras, document incidents, and escalate issues to authorities when appropriate.
*Handle authorised enquiries in line with Home Office guidelines and company policies.
Emergency Call Handling:
*Handle Council Out of Hours Emergency calls, accurately documenting actions and coordinating emergency responses.
*Liaise with external agencies to ensure appropriate responses to incidents.
What We are Looking For:
Essential Skills and Attributes:
*Interest in assistive technology and promoting independent living.
*Must have permanent Right to Work in the UK
*Empathy and patience to support vulnerable individuals with professionalism.
*Resilience in high-pressure environments, managing interruptions or conflicting demands.
*Strong communication skills, especially when handling sensitive information.
Experience and Qualifications:
*GCSEs in English and Maths (or equivalent).
*Analytical skills to interpret information and develop effective responses.
*Computer proficiency for operating CCTV and assistive technology systems.
*Ability to pass vetting processes, including Non-Police Police Vetting Level 1 and enhanced DBS.
Desirable:
*SIA CCTV license and familiarity with relevant legislation.
*Experience in CCTV monitoring, data protection, or work related to supporting individuals’wellbeing.
Benefits: Death in Service Benefit, 24-hour GP support, night shift health checks, counselling, free parking, free tea and coffee, mental health support, birthday day off, and Christmas concession day.