DBS Disclosure: N/A Issue Date: January Responsible to: Concierge Supervisor, Concierge Manager 2. Supervisory Responsibility : None

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1 Job Description Directorate: Housing Operations Job Title: Control Room Operator Service Area: Neighbourhoods Grade: Scale 4/5 Special Conditions: The Grade of the post takes into account the need to work bank holidays, concessionary days, weekend working and shift working Progression through to Scale 5 will depend upon meeting the criteria of a competency assessment and development as contained within your appraisal, NVQ level 2 in Customer service and SIA certification. DBS Disclosure: N/A Issue Date: January 2015 Relationships 1. Responsible to: Concierge Supervisor, Concierge Manager 2. Supervisory Responsibility : None 3. Important internal relationships: Estate Managers, Estate Officers. Estate Caretakers, Lettings Officers, ASB Coordinators, Repairs Reception Service, Trade Colleagues. 4. Important external relationships: Tenants and Leaseholders, Tenants & Residents Associations, Cleaning Contractor, Grounds Maintenance Contractor, CCTV and Door Entry Maintenance Contractor, Street Scene, Police, Ambulance, Fire Service and Wolverhampton City Council. Primary Functions To ensure the security of Wolverhampton Homes controlled sites. To support clean, safe and secure sites across the city. To provide Excellent Customer Services in accordance with service standards. To monitor the efficiency of external contractors.

2 Main Activities 1. Section Management and Service Planning To deliver an excellent customer focused concierge service. To promote and demonstrate commitment to Wolverhampton Homes uniform and name badges as issued. To contribute as required to producing an annual service plan. To adhere and comply with service standards. To meet agreed performance targets. To offer advice and assistance to customers and colleagues. To wear 2. Operational Service Overseeing the authorised entrance to door entry controlled buildings. To monitor CCTV surveillance images. To examine CCTV images for evidence of criminal activity or breaches of tenancy. To produce electronic reports from GDX and CCTV activity To record events and actions monitored from within the control room in a clear, legible and accurate written format. Advising customers in the availability and use of services, fittings and equipment. To maintain concierge and access control databases. To record, investigate minor incidents and report any incidents of neighbour nuisance and/or anti-social behaviour, and assist in the investigation of incidents to support Concierge officers and Concierge Supervisors. To report to Police and provide witness statements of any criminal activity. Reporting and progress chasing responsive repairs to tenant properties, communal areas and external areas. To ensure the cleanliness and safety of Control room Office and rest rooms. Accompany Supervisors when required to participate in the removal of hazards or respond to emergency situations on estates. To undertake inspections when required to support the Concierge Officers and Concierge Supervisors in the delivery of the Concierge Service. 3. Contracts To monitor and report on the service provided by Contractors in particular in relation to building cleaning, CCTV, Door Entry, Lifts and any other external contracts being provided. 4. Financial Management To ensure inventories and records are properly maintained. To ensure all controlled stationery is properly maintained. To comply with Wolverhampton Homes Financial Codes of Practice, Policy Statements and Regulations. 5. Staff Management To support and encourage colleagues in undertaking their duties.

3 6. Other duties To participate in Individual Appraisal meetings and training as required. Ensure equality of opportunity both in service provision and employment in accordance with the diverse needs of the community. To ensure compliance with the Data Protection Act and Wolverhampton Homes Health & Safety Policies, Management of Attendance, No Smoking and Customer Care policies and procedures. Any other duties deemed appropriate to the purpose and remuneration of the job subject to any reasonable adjustments under the Equality Act. To undertake any appropriate training, health & safety related duties such as First Aider, Fire Marshall, Duty Holder, Risk Assessments Health & Safety Representative etc. To participate in the exit and leaver process as required. 7. General The duties of the post may change and develop from time to time in light of new legislation, Wolverhampton Homes Policies, organisational developments and social trends. Such developments will be monitored in conjunction with the Chief Executive and Director of Corporate Services and will be reflected as necessary in the aims and objectives of the post. Whilst every effort has been made to explain the main duties and responsibilities of the post, each individual task undertaken may not be identified. Employees will be expected to comply with any reasonable request from a manager to undertake work of a similar level that is not specified in this job description.

4 Personnel Specification Job Title: Control Room Operators Grade: Scale 4/5 Job Purpose: To ensure that concierge controlled sites throughout the City are safe, clean and secure. To support the Concierge Supervisor in ensuring that both physical and human resources required for an efficient and effective service are always available. FACTORS ESSENTIAL DESIRABLE HOW IDENTIFIED Education Standard GCSE in English and Mathematics Level C or equivalent. SIA certification in Front Line Public Space Surveillance (CCTV) NVQ 2 in Customer Services Application From Training Willingness to undertake any relevant training as appropriate Basic Health & Safety Awareness Health & Safety Risk Assessment Customer Care Experience Working on own initiative (this may be in employment or voluntary capacity) Dealing with people in a customer service environment Experience of working in a control centre using CCTV and Door Entry equipment

5 Special Knowledge / Skills Good Telephone manner Problem solving Communication skills Experience in the use of computer based technology to provide reports on the system Knowledge of security hardware Awareness of the needs of tenants in a diverse community Ability to speak a variety of languages Basic knowledge of public housing/almo Personal Qualities Be able to work on own initiative as well as in a team Knowledge of working routines (shifts) Ability to understand obey and carry out instructions verbal or written Sensitivity when dealing with tenants maintaining a polite manner Willingness to help and be flexible Assertiveness Ability to build relationship with colleagues and tenants Interests & Motivation Relevant to the Job Self-motivation Good time keeping Conscientious Commitment To work 24-hour shift system To the flexibility of working shift patterns To Customer care To Equal opportunities To the provision of a quality service To promote and demonstrate commitment to Wolverhampton Homes

6 Disqualifying Factors Indication of attitudes/behaviours inconsistent with Wolverhampton Homes Policies and Procedures, e.g. sexist, racist, antidisability or any other attitudes/behaviours. Tests