Monitoring Officer (4 Posts) - REQ06438 - 482708

North Lanarkshire Council, as one of Scotland’s largest local authorities, is leading an exciting and ambitious regeneration programme for its town centres and surrounding areas as part of its plans for inclusive economic growth. Working with a variety of partners, the Enterprise and Communities service has a key role in guiding this regeneration towards sustainable development. We are committed to creating prosperity and making North Lanarkshire a great place to live, learn, work, invest and visit.

We are looking for enthusiastic individuals to work within our Community Safety Unit, with a proactive approach to work who are committed to providing a safe environment to residents and visitors to North Lanarkshire and who enjoy working as part of a team to respond to a variety of circumstances. You will be part of the team responsible for the call handling service, providing advice and assistance to the public on a full range of anti-social behaviour (ASB) and out of hours Homeless (OOH Homeless) services as well as the provision of a CCTV monitoring service.

Using a wide range of communication methods, you will provide a professional customer service that ensures that customer enquiries and complaints are resolved as quickly and efficiently as possible. You will also be required to input data to relevant systems, assist in the collation of information and production of reports. You will provide assistance to retailers, partnership agencies and various other stakeholders and undertake duties identifying and reporting faults as well assisting with access to the building.

You will be required to work in a secure, controlled environment and have the ability to undertake radio and telephone communications as required. Customer service, confidentiality and excellent communication skills are essential for all Monitoring Officers, and you should have experience of working as part of a team. Knowledge of North Lanarkshire geographical area and CCTV systems is desirable but full training will be provided.

You should have a flexible approach to dealing with circumstances of a sensitive nature. You must also be able to remain calm under pressure and be able to prioritise and manage your workload whilst working to tight deadlines. An excellent communicator, you will be educated to standard grade level or equivalent and have moderate experience of working in a call centre background. Customer focused, you will possess good interpersonal skills, have knowledge of anti-social behaviour and homeless services and be able to demonstrate a good working knowledge of IT systems, including Microsoft Office (i.e Word, Excel, Access, etc).

There may be a requirement to cover various areas across North Lanarkshire Council. A satisfactory Level 1 check from Disclosure Scotland must be obtained prior to commencing employment. All candidates will be subject to non-police personnel vetting as part of the pre-employment checks. The successful candidate will be required to obtain an SIA Licence, this will be arranged shortly after commencement in post.

Work pattern: 37 hours per week - 4 on 4 off - 2 day shifts from 07:00 am to 19:00 pm followed by two night shifts from 19:00 to 07:00 am.

Working here at North Lanarkshire Council, we have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays, and a wide range of benefits available to you. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

North Lanarkshire Council are happy to talk flexible working, we operate a Smarter Working Policy. North Lanarkshire Council has reached its current allocation of Certificates of Sponsorship and, as a result, we are unable to provide visa sponsorship at this time. We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.

North Lanarkshire Council is committed to Keeping The Promise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description.

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security.

To find out more, alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151. Please note we do not accept CVs in place of the application form. To be considered for this vacancy you must ensure an application form is submitted. Any CV submissions will be disregarded.