Contact Centre; Nights

Position: Contact Centre (Nights)
Location: City

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…