Job Outline
Post: Senior Risk Management Centre Operator
Service: Housing and Communities
Section: Risk Management Centre
Grade: G7
Job Purpose: To supervise, monitor and support the work of Centre Operators within the Risk
Management Centre, working as part of a team to facilitate the efficient running of our
CCTV, Community Alarms and Housing Assets Contact centre services. Deputise for the
Community Safety Manager as required.
In order to assist with the promotion, delivery and integration of the key objectives in
relation to those identified within the East Ayrshire Plan and the Community Plan 2015-
2030. To Protect and support our most vulnerable individuals and families.
A. STRUCTURE CHART
Community Safety Manager
Housing & Communities
Risk Management Centre
Senior Operator (x4)
Risk Management Customer Contact
Centre Assistant (x 5.5 FTE)
Operator (x18 FTE)
CLASSIFICATION: PUBLIC
B. KEY DUTIES & RESPONSIBILITIES
1. Management of all operational staff within the Risk Management Centre.
2. Maintenance of all procedures within the Risk Management Centre.
3. Liaison with all partner agencies in the scope of the Risk Management Centre.
4. Deputise for the Community Safety Manager as required.
C. GENERAL RESPONSIBILITIES
5. To ensure that calls to the Centre are answered promptly, the situation is assessed and that each call is
resolved using available resources.
6. To supervise and support employees in the day to day operations within the Risk Management Centre.
7. To contribute to the development of Operators within the Risk Management Centre by coaching and
assisting in employee training as necessary.
8. To monitor tasks, daily workload and management reporting systems.
9. To assist the Community Safety Manager with shift rota maintenance, authorising annual leave
requests etc.
10. To investigate complaints received as directed by the Risk Management Centre.
11. To assist in the operation of all Risk Management Centre equipment as necessary.
12. To provide the Community Safety Manager with relevant data/information on the Centres activities and
performance.
13. To assist in the continual improvement of the Risk Management Centre.
14. To ensure all Standard Operating Procedures are adhered to and that all calls are handled in a
professional, sympathetic and reassuring manner.
15. To undertake Health & Safety responsibilities as contained in the departmental policy statement.
16. To attend courts of Law to provide evidence relating to incidents captured on public space CCTV or
council property CCTV or alarm systems.
17. Ensure that any materials and equipment provided to assist in carrying out the duties of the post are
properly secured in accordance with the Council’s policies and procedures.
18. Ensure that the Council’s Customer First Service Commitment is followed in all dealings with the
customers and clients of the service.
19. Ensure that all activities for which the post-holder is responsible are delivered in accordance with the
Council’s Equal Opportunities Policy and its statutory and general and specific Equality Duties.
CLASSIFICATION: PUBLIC
20. Comply with all instructions relating to the health and safety of employees at work and of service users
through implementation of the Council’s policy on health, safety and welfare at work and departmental
Health & Safety arrangements in accordance with all relevant statutory requirements.
21. Represent the department at appropriate external events and meetings in accordance with the remit
and status of the post.
Person Specification
Designation: Senior RMC Operator Post No:
Service: Housing & Communities Section: RMC
Attributes: Essential Criteria Desirable
Qualifications SVQ Level 2 Business/Admin or First line supervisory management
equivalent qualification or qualification
equivalent demonstrable
experience Professional Contact Centre Certificate
or equivalent.
Knowledge & Local knowledge of the
Skills communities within East Ayrshire
Ability to demonstrate good
communication skills, both orally
and in writing, able to
communicate with a wide range Knowledge of basic video & security
of people both internally and technology
externally
Excellent telephone & keyboard
skills
Excellent written skills
Experience Experience in a Control or Call An understanding of the needs of
Centre environment older / vulnerable people
Supervisory experience
Previous experience of security
systems and/or keeping of logs
and records/ Computer systems
Experience in managing GDPR and
Information & Data Protection
CLASSIFICATION: PUBLIC
Employees are the #FACE of East Ayrshire and are expected to demonstrate our FACE qualities
and behaviours
Quality Behaviour
Flexible Have an open mind and look for better ways of doing things.
Embrace new technologies to improve services for the people we serve.
Welcome opportunities to learn and grow.
Approachable Develop positive and productive relationships with everyone.
Listen, notice, respond and engage.
Manage our reactions and think about how our behaviour affects others.
Caring Embrace working in a team and working with others.
Take pride in your role, serving our community and strive to be the best
we can be.
Be kind to others and to ourselves.
Empowered Have the courage to try new things.
Work with others to find the best solutions.
Help everyone to realise their full potential.
CLASSIFICATION: PUBLIC