Call Centre Agent in Nottingham

CCTV Call Centre Agent

Security Monitoring Centres (SMC) in Nottingham are looking for a CCTV Call Centre Agent to join our security monitoring centre team on a full‑time, permanent shift‑working basis (including night shifts). Opportunities are available for both SIA badge holders and non‑badge holders.

Compensation and Benefits

• SALARY: £30,534.50 per annum including shift allowance
• Annual Holiday: 23 days per year (increasing to 24 days after 5 years)
• Enhanced Overtime Rates: Standard overtime paid at 1.5x basic rate (hours exceeding 38.5); Bank Holidays at 2.5x; Christmas Days & New Years’ Day at 3x
• Free Onsite Parking
• Online GP Appointments
• Free Mortgage Advice
• Cycle to Work Scheme
• Company Pension Scheme
• Employee Referral Scheme (£1,000)
• Life Assurance (4× Salary)
• A Central Benefits Platform offering discounts on a wide variety of services
• Employee Scholarship Programme
• Bravo scheme: Incentivising high‑achieving employees
• Health & Wellbeing Resources
• Ongoing training & development

Shift Pattern

38.5 hours per week – 4 shifts on, 4 shifts off. Rotating schedule: two day shifts (7am to 7pm) followed by two night shifts (7pm to 7am), then four days off.

Responsibilities

• Assist with monitoring of and response to CCTV and intruder alarms.
• Contact customers calmly and promptly when alarms are activated.
• Handle inbound and outbound calls to customers and external organisations, including emergency services.
• Process CCTV and alarm activations quickly and accurately.
• Inform relevant emergency services and customers of necessary information regarding their systems.

Qualifications

• Strong communicator with a passion for delivering exceptional customer service.
• Previous customer‑service experience in a telephone‑based or contact‑centre environment.
• Excellent listening skills.
• CCTV (SIA) badge advantageous but not essential.
• Ability to remain calm in a busy, fast‑paced environment.
• Excellent attention to detail and high accuracy.
• Capability to work independently and as part of a team.
• Strong IT skills.
• Commitment to shift working, including a blend of day and night work.

Equal Opportunity Statement

Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team.