Make a real difference every day.
Kyndi's Monitoring Control Centre provides a vital 24-hour, 365-day monitoring and response service, supporting vulnerable people, local authorities, emergency services and commercial partners across our communities.
As a Customer Delivery Co-ordinator, you'll often be the first person someone speaks to when they need help. Whether you're supporting an elderly person who has activated their Telecare alarm, coordinating an emergency response, or monitoring CCTV to help keep people and property safe, your calm approach, sound judgement and compassion could make a real difference.
This is far more than a traditional call handling role. It's an opportunity to combine technology, problem-solving and excellent customer service to support people when they need it most.
We are particularly looking for candidates who can remain calm under pressure, communicate with empathy and confidence, and make informed decisions in fast-paced situations.
Key Responsibilities
Supporting Vulnerable People through Telecare
- Respond promptly to Telecare and Assistive Technology alerts, following established procedures to ensure the safety and wellbeing of service users.
- Speak with service users who may be distressed, vulnerable or experiencing an emergency, providing reassurance and gathering the information needed to coordinate the appropriate response.
- Contact emergency services, relatives, carers and partner agencies where required.
- Make confident decisions whilst remaining calm under pressure.
- Accurately record all calls, actions taken and outcomes.
- Carry out routine system checks and report any technical issues promptly.
CCTV Monitoring
- Monitor public space and commercial CCTV systems, maintaining vigilance for suspicious activity or security concerns.
- Take manual control of cameras where appropriate, record incidents and escalate concerns to the relevant authorities.
- Ensure all monitoring activity complies with Home Office guidance, Data Protection legislation and Kyndi's CCTV Code of Practice.
Emergency Response Coordination
- Respond to Out of Hours emergency telephone calls, assessing situations quickly and coordinating the appropriate response.
- Liaise professionally with emergency services, local authorities and internal colleagues to ensure timely support.
- Maintain accurate records and communicate effectively throughout each incident.
About You
We're looking for someone who:
- Has excellent communication and customer service skills.
- Can remain calm, compassionate and professional in challenging situations.
- Enjoys helping people and making a positive difference.
- Is confident in making decisions and prioritising multiple tasks.
- Has excellent attention to detail.
- Is comfortable using multiple computer systems and digital technology.
- Works well as part of a close-knit team.
- Is happy to work a 4 on / 4 off shift pattern, including days, nights, weekends and public holidays.
A genuine interest in supporting vulnerable people to live independently through the use of assistive technology is essential.
Experience & Qualifications
Essential
- GCSEs (or equivalent) in English and Maths.
- Experience within customer service, contact centres, call handling, healthcare, social care, emergency response or other roles supporting customers or vulnerable people.
- The ability to assess information quickly and make sound decisions.
- Confident using IT systems and managing multiple tasks simultaneously.
- Successful completion of Police Non-Police Personnel Vetting (Level 1) and an Enhanced DBS check.
Please note: Due to the nature of this role, successful candidates must complete Police Non-Police Personnel Vetting (Level 1) and an Enhanced DBS check before employment can be confirmed.
Please be aware that Police vetting is a strict requirement of the role and is outside of Kyndi’s discretion. Vetting checks may take into account criminal convictions, cautions, associations and relevant information relating to both the candidate and their immediate family members.
Candidates should carefully consider whether there is anything in their own background, or that of their immediate family, which may prevent them from successfully passing Police vetting.
Unfortunately, if a candidate is unable to obtain the required Police vetting clearance, they will not be able to take up the role.
Desirable
- Experience within a Telecare, Careline, emergency services or control room environment.
- SIA CCTV Licence.
- Knowledge of CCTV legislation, surveillance systems or data protection requirements.
- Experience supporting elderly, disabled or otherwise vulnerable individuals.
Previous CCTV experience is welcomed but not essential, as full training will be provided.
What You'll Receive
- Comprehensive induction and ongoing training.
- The opportunity to develop skills across Telecare, CCTV monitoring and emergency response.
- A varied role where no two shifts are the same.
- The opportunity to genuinely make a difference to people's lives every day.
- A supportive team environment where you'll receive continuous learning and development.
Additional Information
Location: Chatham
Salary: £27,409 per annum, plus shift premium for weekend working.
Hours: 4 on / 4 off, 12-hour rotating day and night shifts.
Working Environment: This is a control room-based role requiring sustained concentration across multiple computer systems, CCTV screens and communication channels.
Benefits:
- Casual dress
- Company pension
- Employee discount
- Employee Assisatnce Programme
- Free flu jabs
- Free on-site parking
- Life insurance
- Sick pay
We want every candidate to have the opportunity to perform at their best throughout our recruitment process. If you require any reasonable adjustments, please let us know.
We are proud to support members of the Armed Forces community and welcome applications from Reservists and Veterans. We recognise the valuable skills and experience gained through military service and are committed to supporting employees who have Reservist commitments. This includes providing flexibility for training commitments and supporting employees who may be mobilised for service. Our aim is to ensure Reservists have the same opportunities for employment and career development whilst balancing their service commitments.
We are an equal opportunities employer and welcome applications from everyone.
Please note: Previous applicants need not apply.
Job Types: Full-time, Permanent
Pay: £27,409.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Language:
Licence/Certification:
Work authorisation:
- United Kingdom (required)
Work Location: In person
