Monitoring Support Officer (MSO)
Location: GloucestershireContract Type: Full-time
Our client is seeking a dedicated and enthusiastic Monitoring Support Officer (MSO) to join their dynamic team in the Electronic Monitoring Services sector. This is an exciting opportunity for individuals who thrive in a fast-paced, service-oriented environment and are committed to delivering exceptional support while ensuring the safety and compliance of service operations.
Role Purpose
As a Monitoring Support Officer, you will play a crucial role in supporting field-based colleagues during the installation and decommissioning of monitoring equipment. Your keen eye for detail, sound judgement, and confident communication skills will contribute to a safe and reliable service for users, colleagues, and partner agencies.
Key Responsibilities
- Collaborate with Field Monitoring Officers (FMOs) to assist in the installation and decommissioning of monitoring equipment.
- Act as an additional set of eyes for FMOs during their tasks, ensuring a smooth and efficient process.
- Engage in conversations with friends or family members at the installation addresses to facilitate the FMO’s work.
- Document notes for the FMO and assist with light duties as requested.
- Maintain composure and respond constructively during high-demand situations or incidents.
Risk, Safeguarding, and Compliance
- Identify indicators of vulnerability, safeguarding concerns, and escalated issues appropriately.
- Apply company policies, standard operating procedures, and data protection requirements consistently.
- Handle sensitive information responsibly, sharing it only with authorised personnel and for legitimate purposes.
- Approach all interactions with service users in an objective, respectful, and non-judgmental manner.
Customer Service and Communication
- Manage challenging conversations with empathy and confidence while maintaining appropriate boundaries.
- Build constructive relationships across field operations to enhance teamwork.
Person Specification
- Service: Proven experience in delivering professional customer service, particularly in sensitive situations (Essential).
- Communication: Exceptional written and verbal communication skills (Essential).
- Teamwork: A collaborative and dependable approach to supporting colleagues (Essential).
- Sector Knowledge: Understanding of electronic monitoring, criminal justice, or safeguarding is a plus (Desirable).
- Qualifications: A good standard of general education, including English, or equivalent practical experience (Essential).
Key Capabilities and Behaviours
- Care: Treats individuals with dignity and acts on safeguarding concerns.
- Pride: Takes ownership of accuracy and maintains high service standards.
- Trust: Handles confidential information responsibly and communicates honestly.
- Innovation: Seeks practical improvements and adapts positively to change.
Working Arrangements
The service operates across extended hours, including weekends and public holidays. Flexibility to work shifts is essential. A full driving licence and personal vehicle are preferred for this role.
Equal Opportunity and Inclusion
Our client is committed to fostering a diverse and inclusive workplace. Applications are welcome from individuals of all backgrounds, and reasonable adjustments will be considered throughout the recruitment process.
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