Monitoring Station Manager

Job Title: Monitoring Station Manager
JOB SPECIFICATION
Reports to:
Operations Director

Contract:
Full time – 40 hours per week

Working Pattern:
Monday to Friday, 08:00 to 17:00

Based:
Glasgow

Salary
: £35,000 - £45,000

About Prime Secure
We are an award-winning, privately-owned, Glasgow-headquartered business providing security system and guarding services to our diverse customer base across the UK.

We are growing quickly and have ambitious plans to achieve a turnover of £50m per annum by 2030. We embrace new ideas and change and value everyone's input into how we continue to thrive and grow.

As part of our Road to 2030 Strategic Roadmap, we have introduced a Long Term Bonus scheme for employees. This scheme is designed to recognise the commitment made by our employees who help us achieve our Group profit objectives over the long term and provide a reward which allows our employees to share in the success of the business.

About The Role
What you will be doing:

• Providing Leadership and Management to the Monitoring Station team, nurturing a culture of accountability.
• Ensuring the operational status of the monitoring station is maintained 24/7/365.
• Developing and enforcing security protocols and standard operating procedures (SOPs) to ensure the security and confidentiality of alarm data.
• Ensure CCTV Monitoring is completed correctly and in accordance with agreed practices.
• Training and Development of monitoring station operators.

Our Core Values

• Integrity
• Customer Excellence
• Plain-Speaking
• Agility
• Courage & Conviction.

Benefits

• 30 Days' Annual Leave (including Bank Holidays)
• Annual Salary Review
• Enhanced Company Sick Pay
• Enhanced Maternity Pay
• Enhanced Paternity Pay
• Option to Purchase Additional Holidays
• Health Cash Plan.

Who You Are
A Monitoring Station Manager is a key role, you will be responsible for overseeing the operations of a Monitoring Station (MS) also known as an Alarm Receiving Centre (ARC). This role is crucial to our operations and involves managing a team of supervisors and operators who monitor and respond to various types of alarms, primarily those related to CCTV systems, fire detection and more. They play a pivotal role in ensuring the safety and security of individuals and properties by managing the efficient and effective monitoring of alarm systems. Their ability to lead a team and make critical decisions under pressure is vital to the success of the Monitoring Station.

Key Responsibilities
Operational Oversight:
This role is responsible for the day-to-day operations of the monitoring station. This includes managing staff, ensuring proper staffing levels, managing gaps in rotas, and maintaining operational efficiency.

Quality Control:
Ensuring that all alarms are received, processed, and responded to according to established process and industry standards. This includes verifying alarm signals, dispatching appropriate responses, and minimising false alarms.

Technical Expertise:
Possessing a deep understanding of the technical aspects of alarm systems, CCTV, and monitoring equipment to troubleshoot and resolve issues as they arise.

Team Management:
Leading and motivating a team of supervisors and operators, providing training, coaching, and performance evaluations to ensure the highest level of service and professionalism.

Security Protocols:
Developing, documenting, and maintaining operational processes to ensure your team are trained and aligned with customer requirements.

Emergency Response:
Coordinating responses to emergencies and critical situations by liaising with law enforcement, emergency services, and clients as necessary.

Customer Relations:
Managing relationships with clients, including addressing concerns, providing updates, and ensuring customer satisfaction.

Technology Integration:
Staying current with advancements in alarm monitoring technology and integrating new tools and systems into the monitoring station as needed to improve efficiency and effectiveness.

Compliance:
Ensuring that the monitoring station operates in compliance with all relevant laws, regulations, and industry standards. This may involve liaising with regulatory agencies and conducting internal audits.

Reporting and Documentation:
Maintaining detailed records of alarm activities, responses, and incidents. Generating weekly reports for operations meetings and customer reports.

Training and Development:
Providing ongoing training and development opportunities for staff to enhance their skills and keep them up to date with the latest industry practices.

Security Awareness:
Staying vigilant about potential security threats to the monitoring station itself, including physical security measures to protect the facility.

Continuous Improvement:
Identifying opportunities for process improvements and operational efficiency enhancements within the monitoring station.

Requirements

• Several years of experience in alarm monitoring or security operations with at least 1-2 years in a supervisory or managerial role.
• Proficiency in using alarm monitoring software and security systems is essential. Knowledge of various types of security alarms and monitoring equipment is an advantage.
• Strong verbal and written communication skills are crucial for interacting with clients, staff, and emergency responders effectively.
• The ability to lead and motivate a team, make critical decisions under pressure, and prioritise tasks during emergencies.
• Adept at troubleshooting technical issues and making quick, informed decisions during security incidents.
• Must have a keen eye for detail to accurately assess and respond to alarm events.
• Demonstrated experience in using Sentinel – Alarm Monitoring Software (desirable, not essential).

Your performance will be driven by a mindset built on:

• Excellent Organisational Skills
• Proficient Communication Skills
• Effective Problem-solving
• Critical Thinking Ability
• Creativity
• Integrity
• Strong People Skills
• Up-to-Date Knowledge of Alarm Monitoring Technology and IT
• Sound Understanding of Regulatory Guidelines and Security Policies.

As a fair and ethical employer, in accordance with guidelines taken from the 2010 Equality Act, Prime Secure is committed to promoting equal opportunities for all: irrespective of colour, race, religion or belief, ethnic or national origins, gender, marital/civil partnership status, sexuality, disability or age.

Benefits
Benefits:

• Additional leave
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• On-site gym
• Paid volunteer time
• Profit sharing
• Referral programme
• Sick pay