Service Care Centre Monitoring Team Operator
Location: Kingdom Head Office, Newton-le-Willows, WA12 0HF
Salary: £13.20 per hour
Hours: 4-on, 4-off shift pattern | 12-hour shifts | Average 42 hours per week 18:00 - 06:00
Contract: Full Time, Permanent
About the Role
We are looking for a professional and customer-focused Service Care Centre Monitoring Team Operator to join our 24-hour Command Centre at Kingdom Head Office in Newton-le-Willows.
This role is central to supporting colleagues, clients, and operational teams nationwide. You will monitor colleague welfare and attendance, respond to incidents and alarms, manage service enquiries, and ensure all activity is accurately recorded and escalated where required.
This is an excellent opportunity for an organised and proactive individual who thrives in a fast-paced environment and enjoys working as part of a dedicated support team.
Key Responsibilities
Service Desk Support
- Handle general enquiries promptly and professionally.
- Manage ad hoc cover requests and service schedule changes.
- Respond to incidents and alarm activations, escalating when necessary.
- Maintain accurate records and logs of all activity.
Colleague Welfare & Attendance
- Monitor colleague attendance, absence, and welfare.
- Conduct welfare checks for colleagues working across customer sites.
- Escalate concerns in line with company procedures.
- Support colleague safety through effective monitoring and communication.
Access Control
- Provide access control support within the National Support Centre.
- Ensure all access procedures are followed accurately and consistently.
Service Care Centre Operations
- Build and maintain positive relationships with clients and operational teams.
- Document and report all interactions to ensure compliance and service quality.
- Support statutory and regulatory compliance requirements.
- Follow Kingdom processes and operational procedures.
- Promote best practice and effective use of Kingdom Centres across the Group.
What We're Looking For
Essential Experience
- Minimum of 2 years' experience in a similar role, such as:
- Monitoring Centre
- Control Room Operations
- Service Desk
- Customer Service
- Operations Support
- Service-Led Environment
- Demonstrable track record of delivering excellent customer service and achieving results.
Skills & Attributes
- Passionate about customer service and supporting people.
- Professional, calm, and confident under pressure.
- Excellent organisational skills and attention to detail.
- Strong verbal and written communication skills.
- Positive, proactive, and solution-focused approach.
- Able to work independently and collaboratively within a team.
- Competent using Microsoft Outlook, Word, and Excel.
- Committed to continuous learning and personal development.
- Takes ownership and accountability for tasks and outcomes.
Living Our CARE Values
The successful candidate will:
- Demonstrate and uphold Kingdom's CARE values.
- Thrive in a fast-paced, service-led environment.
- Seek opportunities for continuous improvement.
- Champion consistency, communication, and compliance.
- Act as a positive ambassador for the Kingdom brand.
Mandatory Requirements
Successful applicants must be able to provide:
- A full 5-year checkable employment history.
- A minimum of two employment references.
- A satisfactory credit check.
- Evidence of the right to work in the UK.
Benefits
- Pension Scheme (5% Employee Contribution / 3% Employer Contribution).
- Earn Early, Stress Less – access earned wages before payday.
- Free uniform and equipment where applicable.
- Weekly recognition and reward programmes.
- Colleague CARE Platform offering wellbeing support, discounts, and benefits.
- Career development and progression opportunities.
- Refer-a-Friend bonus scheme.
- Paid community and social value days.
- Award-winning colleague support programmes.
Why Join Kingdom?
£300m+ annual revenue | 11,500+ colleagues | 5,000+ customer sites nationwide
Kingdom is a leading provider of Security, Cleaning, Recruitment, and Training services across the UK. We combine national reach with specialist expertise and a people-first approach.
Our Service Care Centre plays a vital role in supporting colleagues working across thousands of customer locations, ensuring their safety, welfare, and operational support 24 hours a day.
If you are an organised, customer-focused professional with experience in monitoring, service desk, customer service, or operational support environments, we would love to hear from you.
Apply today and join a growing, ambitious organisation committed to delivering exceptional service with care.
