Contact Centre (Nights)
5 days ago
Edinburgh
Join Our Team as a Contact Centre (Nights) \n\nAre 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.\n\nContract Details\n\nLocation: 100 percent office based in Sighthill North, Edinburgh\n Pay Rate: £15.81 per hour, with additional payment for unsociable hours\n Contract Length: Until end of December 2026\n Shift Type: Rotating days and nights, 12 hour shifts\n\nShift Pattern\n\nFull flexibility required, including weekends and bank holidays\n Blocks of day shifts followed by night shifts, with 4 to 5 rest days between rotations\n 10 hours paid and 2 hours unpaid breaks per shift\n\nAbout the Role\n\nIn 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.\n\nKey Responsibilities\n\nReceive and manage enquiries via telephone, email, and IT ticketing systems\nHandle high volume inbound and outbound calls with clarity and professionalism\nCommunicate effectively with colleagues, contractors, and emergency services\nMonitor and respond to physical security alarms and incidents\nManage incidents from start to finish, following approved systems and playbooks\nAccurately record all details and actions taken during each interaction\nMaintain high standards of communication in all written and verbal interactions\nContribute to continuous improvement and quality assurance activities\n\nWho We Are Looking For\n\nEssential Skills\n\nStrong customer service or call centre background\nProven experience handling high volume telephone calls\nExcellent verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically\nAbility to remain calm and focused under pressure\nStrong attention to detail and accuracy\nGood IT skills and ability to work across multiple systems\nComfortable following structured processes and procedures\nSelf motivated and able to work independently, especially during night shifts\n\nDesirable Experience\n\nExperience in security operations, alarm monitoring, or incident handling\nFamiliarity with IT ticketing systems such as ServiceNow\nExperience in regulated or time critical environments\n\nIdeal Candidate Profile\n\nStrong and confident communicator with a clear and professional manner\nAble to articulate information clearly both verbally and in writing\nCalm, composed, and resilient under pressure\nHighly organised and detail focused\nComfortable working in a phone heavy, repetitive environment\nAble to build rapport quickly and handle sensitive situations with empathy\nAble to work independently and maintain performance during night shifts\n\nTraining and Support\n\nYou will receive a structured 6 week training programme, including classroom learning, on the job coaching, and support from experienced operators.\n Ongoing support is available, including during nights and weekends.\n\nPerformance Measurement\n\nPerformance is measured against:\nSLA adherence\nAccuracy of incident handling\nQuality and clarity of communication\nAbility to work effectively in a high volume environment\n\nWhy Join Us\n\nIf you are confident communicating in a fast paced, phone based environment and want to be part of a critical operations team, apply now.\nIf you're ready to make a difference and be part of a dedicated team, apply now! Your next career adventure awaits!\n\nAdecco 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.\n\nWe 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.\n\nIf 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.\n\nAdecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.\n\nBy applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser