Contact Centre; Nights

Position: Contact Centre (Nights)
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

Shift Pattern

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 Service Now
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…