Alarm Reporting Centre and CCTV Operator in Taunton

We’re looking to recruit several CCTV / ARC Operators to join our new Control Team based in Taunton. Reporting to the CCTV / ARC Team Leader, you will play a key role in providing continuous, professional alarm monitoring and security incident response within the Alarm Reporting Centre (ARC). As part of a 24/7 control room operation, you’ll help protect the safety and security of NGED’s people, assets, and operational sites.

In this role, you’ll monitor security systems, respond to alarms and alerts, manage incoming calls, and escalate incidents in line with established procedures. Accuracy, attention to detail, and the ability to remain calm under pressure are essential to ensuring effective incident handling and maintaining operational resilience.

Initial training will take place at our Lamby Way depot in Cardiff. You can expect a mixture of daytime and night-time training over a period of approximately 2–3 weeks. Travel, accommodation, and allowances will be provided in line with NGED policy.

This is a 37‑hour per week role within a 24/7 operational environment. As part of this, you will work a 9‑week rotating shift pattern covering days, evenings, nights, and weekends across seven days a week, including bank holidays. Shifts include weekday day (06:00–14:00) and evening (14:00–22:00) shifts, weekday night shifts (22:00–06:00, extending to 07:00 on Fridays), weekend day shifts (07:00–19:00), and weekend night shifts (19:00–07:00 on Saturdays and 19:00–06:00 on Sundays). You must therefore be flexible and able to work these hours in line with a specified rota provided in advance. Full training will be provided for this role.

Main Responsibilities

• Monitor security alarms, CCTV systems, and other monitoring platforms in real time.
• Accurately assess and respond to alarm activations in line with procedures.
• Escalate incidents appropriately, including liaison with emergency services where required.
• Manage incoming calls and notifications relating to security events.
• Communicate clearly and professionally with internal teams, site contacts, and external partners.
• Provide timely and accurate information during live incidents.
• Maintain accurate and detailed logs of all alarms, incidents, calls, and actions taken.
• Ensure records are completed in line with governance, audit, and compliance requirements.
• Support post-incident reviews by providing accurate information and timelines.
• Work collaboratively within a shift team to maintain continuous operational coverage.
• Follow shift handover processes to ensure continuity of information and situational awareness.
• Adhere to all security procedures, policies, and control room protocols.
• Maintain confidentiality and handle sensitive information appropriately.
• Comply with training requirements and maintain competence in systems and procedures.

Ideal Candidate

• Experience in a control room, monitoring, call-handling, or operational environment.
• Strong attention to detail and ability to remain focused for extended periods.
• Ability to follow procedures accurately and consistently.
• Good IT skills with confidence using multiple systems.
• Clear verbal and written communication skills.
• Ability to remain calm and effective under pressure.
• Must be able to travel to site within a 60 minute period due to the criticality of the role.
• Familiarity with CCTV, alarm systems, or security operations (desirable).
• Experience working shifts or within a 24/7 operational setting (desirable).

As the post you are applying for attracts a National Security Vetting clearance there are further eligibility requirements, information can be found on the gov.uk website. To meet national security vetting requirements you will normally need to have been resident in the UK for at least 5 years for Security Clearance (SC) prior to the date of application. There are exceptions to this however and examples of these include: you have been serving overseas with HM Forces or in some other official capacity as a representative of HM Government.

We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.