Multi-Service Control Room Operator

Are you passionate about helping others and able to work under pressure?

New Forest District Council is looking for a customer-focused, compassionate individual who is confident with modern technology, to join our team in our modern 24-hour Multi-Service Control Room. This is a varied and rewarding role where you'll support vulnerable residents, monitor over 120 cameras and support the delivery of our Careline service, which connects to over 2000 clients.

This is a unique opportunity to play a vital role in community safety, emergency response and support for vulnerable residents.

We welcome applications from people with experience in customer service, contact centres, emergency response, housing, healthcare, social care, security, administration, logistics or similar roles.

Previous control room experience is helpful but not essential, as full training will be provided.

Shift Pattern: 2x Days (06:00-18:00), 2x Nights (18:00-06:00), 4 days off, on a repeating 8-day pattern

Why join our Multi-Service Control Room team?

As part of our team, you'll:

• Support vulnerable residents through our Appletree Careline service.
• Assist in responding to emergencies and urgent incidents.
• Work closely with emergency services and partner agencies.
• Help protect local communities through CCTV monitoring.
• Provide critical out-of-hours support for council services.
• Make a genuine difference to people's lives every day.

What You'll Be Doing:

• Responding to Careline calls, assessing needs and taking appropriate action, including contacting emergency services
• Monitoring over 120 CCTV cameras across public spaces and council assets to detect and respond to incidents
• Liaising with emergency services, including police control centres and officers, to support crime prevention and public safety
• Handling out-of-hours council calls and public enquiries professionally and efficiently
• Installing, programming, and maintaining Careline alarm units in clients' homes, ensuring their safety and peace of mind (a clean driving licence and access to a vehicle are required)
• Preparing and managing sensitive data, including CCTV footage, in line with data protection laws and operational codes of practice
• Operating and maintaining security systems, radios and IT platforms, including Microsoft Office and specialist software

What We're Looking For:

We are looking for someone who can:

• Deliver excellent customer service and communicate confidently with a wide range of people.
• Remain calm, professional and empathetic when dealing with emergencies or vulnerable individuals.
• Prioritise and manage multiple tasks in a fast-paced environment.
• Make informed decisions using established procedures and sound judgement.
• Produce accurate records, incident logs and reports.
• Work effectively as part of a supportive team.
• Use a range of IT systems and learn new technology quickly.
• Maintain confidentiality and handle sensitive information appropriately.
• Has a willingness to work additional hours to cover leave or sickness absence

You'll particularly enjoy this role if you are organised, resilient, detail-focused and enjoy helping people.

Additional Information:

• You'll be part of a 24/7 operation, contributing to a safer, more responsive community
• Enhanced DBS clearance is required due to the sensitive nature of the role
• Aptitude or personality assessments may be part of the selection process
• Travel expenses are reimbursed for home visits

What's in it for you?

• £28,861 - £31,374 per annum, with a 5% shift enhancement
• 23 to 24 annual leave days - plus an additional week's equivalent after 5 years' service
• Bank Holiday working enhancement
• Local Government pension scheme and AVC provision
• Free on-site parking
• Payment of professional or registration fees where these are required
• Employee Assistance Programme (free 24 hour legal, financial and personal advice for employees)
• Wide range of employee discounts at high street retailers, including supermarkets, stores, and restaurants
• Cycle to Work scheme which could save you around 40 percent on cycles and accessories

About us

At NFDC we recognise that every colleague - whether in operational, frontline, or office‑based roles - plays a vital part in delivering high‑quality services to our communities. We are committed to creating a supportive and inclusive environment where people feel valued for the work they do and the strengths they bring.

We aim to foster a culture where people feel confident to share ideas, contribute their expertise, and develop through meaningful conversations with their managers and supported learning opportunities. Whilst we have our corporate values, LEAF Learning Empathy Ambition Fairness, we understand that different teams work in different ways, and we want our values to be lived in ways that make sense locally while staying true to our shared purpose as an organisation.

We want colleagues to thrive, which is why we promote wellbeing, balance, and opportunities for learning and progression. Our values guide how we work together and how we support each other to be confident, capable, and adaptable.

Click here to see why employees think that New Forest District Council is a great place to work: Working for NFDC

Please note: You'll likely be aware that there is a government mandate to deliver Local Government Reorganisation (LGR) to Hampshire and the Solent region, meaning a transition into a new operating structure from an agreed future date. This transition is currently paused following a recent government announcement, but it is important that applicants understand how this may affect their employment should they be successful. You will find attached a useful LGR update sheet at top of this advert.

If you're interested

Please see the candidate booklet for more information about working at the Council and the job description.

If you are passionate about making a difference, committed to delivering excellent public services, and looking for a place where you can develop and continue to grow, we would be delighted to receive your application.

For more information and an informal chat about the role, please contact Control Room Supervisors, Lisa or Becky, on 02380285523 or email control.supervisors@nfdc.gov.uk

We understand that some applicants may choose to use AI tools to assist with completing their application. Please bear in mind it's important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process

This post requires an Enhanced DBS check to be completed. You must include details and dates of 'spent' convictions, cautions and reprimands and final warnings.

Closing Date: Wednesday 7th October 2026

Interview date: Friday 16th October 2026