Customer Service and Security Operations Opportunity at Fidelity Services Group – Fidelity ADT
Fidelity Services Group is recruiting a responsible, alert, and customer-focused Monitoring Centre Associate to join Fidelity ADT – Cape Town on a permanent basis, based in Hermanus, Western Cape. This entry-level opportunity is ideal for individuals with a strong sense of responsibility, excellent communication skills, and an interest in security operations, customer service, and emergency response coordination within a structured monitoring centre environment.
The role is responsible for handling incoming alarm signals, monitoring response and patrol resources, liaising with clients and key holders, and ensuring that all incidents are recorded and actioned according to standard operating procedures. Monitoring Centre Associates play a critical role in protecting people, property, and assets by ensuring fast, accurate, and professional responses to security-related events.
This position is well suited to candidates who can remain calm under pressure, follow procedures accurately, and provide high levels of service in a 24-hour operational environment.
About the Role
The Monitoring Centre Associate is accountable for monitoring alarm signals and coordinating appropriate responses in line with company protocols. The role focuses on receiving and actioning emergency and non-emergency signals, maintaining accurate records, communicating with clients and response teams, and ensuring service levels are consistently met.
This position operates within a high-pressure environment where attention to detail, speed, and accuracy are essential. The Monitoring Centre Associate must be able to make quick decisions, communicate clearly, and manage multiple tasks simultaneously while maintaining professionalism at all times.
The role also involves administrative responsibilities, client liaison, equipment monitoring, and adherence to strict operational and compliance standards.
Key Responsibilities
Signal Monitoring and Incident Management
The successful candidate will be responsible for monitoring and actioning all incoming emergency and non-emergency alarm signals. This includes assessing signal information, initiating appropriate response actions, and coordinating with response and patrol resources to ensure timely intervention.
The role requires phoning premises, clients, and key holders as required and providing clear, accurate information to support effective incident resolution.
Administrative Recording and Reporting
The Monitoring Centre Associate must record all relevant information related to activations using computer systems. This includes documenting incidents, responses, outcomes, and any follow-up actions taken.
All incidents and accidents must be recorded accurately and reported to the senior on duty in line with reporting procedures. Ensuring that all handled signals and administrative tasks are completed fully is a critical responsibility.
The role also includes monitoring and actioning vehicle violations and updating timesheets as required.
Client Liaison and Customer Support
A key aspect of the role is providing telephonic assistance to clients who report problems or complaints. The Monitoring Centre Associate must handle client interactions professionally, calmly, and efficiently to maintain trust and service quality.
The role includes updating client information such as holiday instructions or other special requirements and passing relevant information to senior monitoring associates when necessary. Any faulty alarm systems must be reported through the appropriate channels to ensure corrective action.
Sales leads identified during client interactions must be recorded and reported through the correct internal processes.
Standard Operating Procedures and Service Levels
The Monitoring Centre Associate is required to uphold all standing operating procedures at all times. This includes meeting agreed service level agreements and performance targets and ensuring that a high standard of service delivery is maintained consistently.
Compliance with procedures is essential to ensure operational integrity, client satisfaction, and regulatory compliance.
Computer and Equipment Management
The role requires effective and responsible use of computer systems, monitoring equipment, and telephones. Any equipment faults must be reported immediately to the appropriate authority on duty to minimise operational disruptions.
Company telephones must not be abused for private calls, and all systems must be used in line with company policies, safety standards, and zero-harm principles.
Workstation Tidiness and Professional Conduct
The Monitoring Centre Associate is responsible for maintaining a clean and tidy workstation at all times. Professional conduct, attention to cleanliness, and respect for shared workspaces contribute to operational efficiency and team effectiveness.
Training, Meetings, and General Duties
The role requires attending all required meetings and training sessions to maintain operational competence and stay updated on procedures and system changes. Monitoring Centre Associates must have sound knowledge of all aspects of their position and be willing to assist with ad-hoc tasks and projects when required.
Minimum Requirements
Candidates applying for this role must meet the following requirements:
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Grade 12 (Matric)
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Grade C PSIRA registration
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Ability to work shifts in a monitoring centre environment
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Strong verbal communication skills
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Basic computer literacy
Experience and Professional Background
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Entry-level experience in customer service, call centre, or security environments will be advantageous
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Experience working in a monitoring centre or control room environment is beneficial
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Exposure to emergency response coordination or client support roles will be an advantage
Key Skills and Competencies
The ideal candidate will demonstrate strong capability in:
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Monitoring and incident handling
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Clear and professional telephone communication
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Accurate data capturing and record keeping
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Multitasking and prioritisation
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Calm decision-making under pressure
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Customer service and client liaison
Fundamental Competencies
This role requires a professional who is:
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Alert, responsible, and detail-oriented
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Calm and composed in emergency situations
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Reliable and punctual
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Able to follow procedures strictly
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Team-oriented and cooperative
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Committed to high service standards
Employment Details
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Position Type: Permanent
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Company: Fidelity Services Group
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Division: Fidelity ADT
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Business Unit: Fidelity ADT – Cape Town
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Location: Hermanus, Western Cape
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Industry: Customer Services / Security
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Job Functional Area: Customer Service / Monitoring
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Experience Level: Entry Level
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Closing Date: 12 February 2026
Apply for Monitoring Centre Associate – Hermanus
Candidates who meet the above requirements are encouraged to submit their applications before the closing date.
👉 Apply for Monitoring Centre Associate – Hermanus
Applicants should ensure that their CV clearly reflects their PSIRA registration, communication skills, and ability to work in a monitoring centre environment. Only shortlisted candidates will be contacted.
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