Control Room Operator

Control Room Operator

Salary: £32,475 - £34,995 (+ 10% Shift Allowance)

Hours: 37 hours per week

Shift Pattern: Rotational basis Monday to Sunday, including weekends and bank holidays

• 5:30am - 2:00pm
• 1:30pm - 10:00pm
• 9:30pm - 6:00am

Location: Stowlawn, Wolverhampton (Office-based)
Job Type: Permanent

Are you calm under pressure, confident making decisions and passionate about helping people? We're looking for a Control Room Operator to join our 24/7 service, supporting customers and communities across the city. This is more than a customer service role. You'll monitor CCTV systems, respond to emergency and out-of-hours calls, support vulnerable customers through Telecare services, and coordinate responses to incidents as they happen.

Working in a fast-paced environment, you'll need to think on your feet, make sound decisions and work closely with colleagues and partner agencies to help keep people safe.

As a Control Room Operator, you'll be at the heart of our city-wide response service, helping to ensure customers live in safe, secure and well-maintained communities.

Key responsibilities include:

• Monitoring CCTV, door entry, Telecare and other control room systems
• Responding to emergency, out-of-hours and customer service calls
• Supporting vulnerable customers who require urgent assistance
• Escalating incidents to internal teams and emergency services when required
• Gathering and recording accurate information and evidence
• Making informed decisions in a fast-paced environment
• Working collaboratively with colleagues and partner organisations to resolve issues
• Helping to maintain a high-quality service for customers across Wolverhampton

We're looking for someone who remains calm under pressure and takes pride in delivering excellent service.

• Do you have experience providing excellent customer service, particularly over the telephone?
• Can you stay calm and make decisions when dealing with challenging or emergency situations?
• Are you able to communicate confidently and effectively with a wide range of customers?
• Can you demonstrate empathy and professionalism when supporting vulnerable people?
• Do you have strong attention to detail and the ability to manage multiple priorities?
• Are you a positive team player with a flexible, can-do attitude?

Previous experience in a control room, emergency response, housing, security, customer service or contact centre environment would be beneficial, but isn't essential.

We offer a range of great benefits, including:

• 25 days annual leave plus bank holidays, increasing with service, with the option to buy extra leave each year.
• Excellent pension scheme through the Local Government Pension Scheme (LGPS).
• Real Living Wage employer, ensuring fair and competitive pay.
• Green travel options, including National Express discounts and cycle-to-work scheme.
• Learning and development support, including access to My Learning Hub and progression opportunities.

We are committed to making the city an even better place to live, providing good quality homes in safe, welcoming neighbourhoods. We believe that everyone in Wolverhampton Homes can play their part in making this happen - with the right support. Whether you are just getting started in your career or looking for your next step, you've come to the right place.

We are proud of our diverse workforce, representative of the city we serve, and we believe that people perform best when they can be themselves. Diversity and inclusion are key to our success, and we encourage colleagues to join our equality forums.

Our top priority is finding the best person for each role and for our company. We welcome applications from people of all backgrounds, identities, and experiences.

If you are enthusiastic about this role, are customer-focused and solutions orientated, but don’t meet every point above, we still encourage you to apply.

Reports to: Customer Experience Team Leader

Closing date: Wednesday 5 August 2026

Interview date: Friday 14 August 2026

Contact for an informal discussion / more information:

Alex Taylor – email:
Alex.

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