24-7 DIGITAL ALARMS HUB CONTROLLER

Job Advert

Our Digital Hub provides an essential out-of-hours emergency response service for our communities, supporting a wide range of Council services including roads, repairs, community alarms, telecare, and critical incidents. Every call and alarm matters, and our focus is on making sure people receive the right support quickly, safely, and with care.

We are looking for a confident, reliable and caring Digital Alarms Hub Controller(s) to join our 24/7 Digital Hub. This is a vital frontline role where you will help support vulnerable residents, respond to real-time situations, and play an important part in keeping people safe.

If you are someone who listens well, stays calm under pressure, and wants to do work that genuinely helps people, this could be a rewarding opportunity for you.

What You’ll Do

As part of the team, you will help make sure urgent issues are responded to quickly, professionally, and with reassurance for the people who need us. You will:

• Monitor and respond to alarm activations, including community alarms and telecare alerts
• Assess situations quickly and with a level head, taking the right action and contacting emergency services when required
• Provide reassurance, clear communication, and support to customers, particularly those who may be distressed or vulnerable

Shift Pattern

This role is part of a 24 hours a day, 7 days a week service, and includes:

• A structured rotating shift pattern (day, back, and night shifts)
• Weekend and public holiday working, including key dates such as Christmas and New Year
• Shared responsibility with the wider team to maintain continuous service delivery
• Scheduled rest days and shift allowances (where applicable)

We know shift work needs flexibility, but it also brings variety, strong team working, and the opportunity to be part of a service that people depend on every day and night.

About You

You do not need to have worked in alarm monitoring before. What matters most is that you are dependable, willing to learn, and committed to providing a caring and professional service. We are looking for someone who:

• Can stay calm and make sound decisions when situations are urgent or sensitive
• Communicates clearly and sensitively, with a strong focus on customer care
• Is comfortable using IT systems and willing to build confidence with digital monitoring platforms

Experience in call handling, alarm monitoring, customer service, or emergency response would be helpful, but it is not essential. Full training and support will be provided to help you settle into the role and develop your confidence.

What We Offer

• A permanent 35-hour post within a valued 24/7 public service, this is based on 4 shifts on and 2 off and a permanent 17.5-hour post based on 2 shifts on a 4 off.
• Opportunities for additional hours through casual or relief work
• Full training, support, and ongoing development
• A welcoming and supportive team environment focused on safety, care, and helping others

Why Join Us?

This is more than a monitoring role. It is a chance to support people when they may need help most, contribute to a trusted frontline service, and make a positive difference to communities across the Council area.