At a Glance
- Tasks: Manage high volume calls and incidents in a fast-paced control room environment.
- Company: Join a dedicated team at a leading Security Operations Centre in Edinburgh.
- Benefits: Earn £15.81 per hour plus extra for unsociable hours, with flexible shifts.
- Other info: Receive comprehensive training and ongoing support in a dynamic work environment.
- Why this job: Make a real impact by ensuring safety and security while developing your communication skills.
- Qualifications: Strong customer service background and excellent communication skills required.
The predicted salary is between 31600 - 42000 € per year.
Join Our Team as a Contact Centre (Nights)
Are you ready to step into a vital role that ensures safety and security? Our client is looking for dedicated Security Operations Centre (SOC) Operators to support their Physical Security Operations Centre in Sighthill North, Edinburgh. This role requires individuals who can communicate clearly, confidently, and professionally at all times, particularly in high-pressure situations. If you thrive in a fast-paced environment and are confident engaging with a wide range of stakeholders over the phone, we want to hear from you.
Contract Details
- Location: 100 percent office based in Sighthill North, Edinburgh
- Pay Rate: £15.81 per hour, with additional payment for unsociable hours
- Contract Length: Until end of December 2026
- Shift Type: Rotating days and nights, 12 hour shifts
- Full flexibility required, including weekends and bank holidays
- Blocks of day shifts followed by night shifts, with 4 to 5 rest days between rotations
- 10 hours paid and 2 hours unpaid breaks per shift
About the Role
In this desk based, control room environment, you will be responsible for managing a high volume of live incidents, alarms, and enquiries, primarily via telephone. This is a telephony heavy role, where clear, professional, and empathetic communication is critical. You will be expected to handle a wide range of calls confidently, ensuring accurate information is gathered, issues are understood, and appropriate actions are taken. You will be working at pace, often handling repetitive and time sensitive incidents, while maintaining a high standard of accuracy and professionalism. This is not a physical security or guarding role. All work is completed within a structured control room environment.
Key Responsibilities
- Receive and manage enquiries via telephone, email, and IT ticketing systems
- Handle high volume inbound and outbound calls with clarity and professionalism
- Communicate effectively with colleagues, contractors, and emergency services
- Monitor and respond to physical security alarms and incidents
- Manage incidents from start to finish, following approved systems and playbooks
- Accurately record all details and actions taken during each interaction
- Maintain high standards of communication in all written and verbal interactions
- Contribute to continuous improvement and quality assurance activities
Who We Are Looking For
Essential Skills
- Strong customer service or call centre background
- Proven experience handling high volume telephone calls
- Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically
- Ability to remain calm and focused under pressure
- Strong attention to detail and accuracy
- Good IT skills and ability to work across multiple systems
- Comfortable following structured processes and procedures
- Self motivated and able to work independently, especially during night shifts
Desirable Experience
- Experience in security operations, alarm monitoring, or incident handling
- Familiarity with IT ticketing systems such as ServiceNow
- Experience in regulated or time critical environments
Ideal Candidate Profile
- Strong and confident communicator with a clear and professional manner
- Able to articulate information clearly both verbally and in writing
- Calm, composed, and resilient under pressure
- Highly organised and detail focused
- Comfortable working in a phone heavy, repetitive environment
- Able to build rapport quickly and handle sensitive situations with empathy
- Able to work independently and maintain performance during night shifts
Training and Support
You will receive a structured 6 week training programme, including classroom learning, on the job coaching, and support from experienced operators. Ongoing support is available, including during nights and weekends.
Performance Measurement
Performance is measured against:
- SLA adherence
- Accuracy of incident handling
- Quality and clarity of communication
- Ability to work effectively in a high volume environment
Why Join Us
If you are confident communicating in a fast paced, phone based environment and want to be part of a critical operations team, apply now. If you're ready to make a difference and be part of a dedicated team, apply now! Your next career adventure awaits!
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
We use generative AI tools to support our screening process to ensure a fair and consistent experience for all applicants. All final hiring decisions are made by our recruitment team. If you do not hear from us within five working days, your application may not have progressed on this occasion. We encourage you to apply for future opportunities.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information.
Contact Centre (Nights) in Edinburgh employer: Adecco
Join a dynamic team at our Sighthill North, Edinburgh location, where we prioritise safety and security in a supportive work environment. As a Contact Centre (Nights) Operator, you'll benefit from a structured training programme, ongoing support, and the opportunity to grow within a critical operations team. With competitive pay rates and a commitment to inclusivity, we ensure that every employee feels valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre (Nights) in Edinburgh
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about clear and professional communication, try role-playing with a friend or family member. This will help you feel more confident when handling those high-pressure calls.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you successfully managed difficult situations. This will demonstrate your ability to stay calm and focused under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals like you to join our team!
We think you need these skills to ace Contact Centre (Nights) in Edinburgh
Some tips for your application 🫡
Be Clear and Concise:When writing your application, make sure to communicate your skills and experiences clearly. We want to see how you can handle high-pressure situations, so keep it straightforward and to the point.
Showcase Your Communication Skills:Since this role is all about effective communication, highlight any relevant experience you have in customer service or call centres. Use examples that demonstrate your ability to engage confidently with a variety of stakeholders.
Tailor Your Application:Make sure to tailor your application to the job description. Mention specific skills like attention to detail and the ability to remain calm under pressure, as these are key for the Contact Centre role.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you on the path to joining our team!
How to prepare for a job interview at Adecco
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre (Nights) Operator. Familiarise yourself with the key tasks like managing high volumes of calls and handling incidents. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Clear Communication
Since this role requires excellent verbal communication, practice articulating your thoughts clearly. You could do mock interviews with friends or family, focusing on maintaining a professional tone. Remember, it's all about conveying information effectively, especially under pressure!
✨Showcase Your Empathy
In a role where you'll be dealing with sensitive situations, demonstrating empathy is crucial. Think of examples from your past experiences where you've handled difficult calls or situations with care. This will highlight your ability to connect with callers and manage their concerns professionally.
✨Prepare for High-Pressure Scenarios
Expect questions that assess how you handle stress and time-sensitive situations. Prepare specific examples of when you've successfully managed high-pressure environments. This will reassure the interviewers that you can maintain composure and accuracy, even during busy shifts.
