Service Care Centre - Monitoring Team

Location: Kingdom Head Office, Newton-le-Willows, WA12 0HF

Salary: £13.20 per hour
Hours: 4-on, 4-off shift pattern | 12-hour shifts | Average 42 hours per week 18:00 - 06:00

Contract: Full Time, Permanent

We are looking for a professional and customer-focused Service Care Centre Monitoring Team Operator to join our 24-hour Command Centre at Kingdom Head Office in Newton-le-Willows.

This role is central to supporting colleagues, clients, and operational teams nationwide. You will monitor colleague welfare and attendance, respond to incidents and alarms, manage service enquiries, and ensure all activity is accurately recorded and escalated where required.

This is an excellent opportunity for an organised and proactive individual who thrives in a fast-paced environment and enjoys working as part of a dedicated support team.

• Handle general enquiries promptly and professionally.
• Manage ad hoc cover requests and service schedule changes.
• Respond to incidents and alarm activations, escalating when necessary.
• Maintain accurate records and logs of all activity.

• Monitor colleague attendance, absence, and welfare.
• Conduct welfare checks for colleagues working across customer sites.
• Escalate concerns in line with company procedures.
• Support colleague safety through effective monitoring and communication.

• Provide access control support within the National Support Centre.
• Ensure all access procedures are followed accurately and consistently.

• Build and maintain positive relationships with clients and operational teams.
• Document and report all interactions to ensure compliance and service quality.
• Support statutory and regulatory compliance requirements.
• Follow Kingdom processes and operational procedures.
• Promote best practice and effective use of Kingdom Centres across the Group.

• Minimum of 2 years' experience in a similar role, such as:
  • Monitoring Centre
  • Control Room Operations
  • Service Desk
  • Customer Service
  • Operations Support
  • Service-Led Environment
• Demonstrable track record of delivering excellent customer service and achieving results.

• Passionate about customer service and supporting people.
• Professional, calm, and confident under pressure.
• Excellent organisational skills and attention to detail.
• Strong verbal and written communication skills.
• Positive, proactive, and solution-focused approach.
• Able to work independently and collaboratively within a team.
• Competent using Microsoft Outlook, Word, and Excel.
• Committed to continuous learning and personal development.
• Takes ownership and accountability for tasks and outcomes.

The successful candidate will:

• Demonstrate and uphold Kingdom's CARE values.
• Thrive in a fast-paced, service-led environment.
• Seek opportunities for continuous improvement.
• Champion consistency, communication, and compliance.
• Act as a positive ambassador for the Kingdom brand.

Successful applicants must be able to provide: