Control Room Operator

JOB SPECIFICATION

Reports to: Regional Support Manager

Contract: Permanent

Based: St Albans

Shift: 24 hours per week (Saturday and Sunday, 06:00 to 18:00), or alternatively 20 hours per week.

A valid SIA License is essential for this role. You must also have a valid Driver's License.

ABOUT PRIME SECURE

We are an award-winning, privately-owned, Glasgow-headquartered business providing security system and guarding services to our blue-chip customer base across the UK. This role is based at our Glasgow office, with regular travel required to our regional offices in St Albans and Altrincham.

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.

ABOUT THE ROLE

As a Control Room Operator, you will be carrying out various tasks for two key functions in the business. Your role will primarily be focused on the admin, control, and support of manned guarding activities. You will also be involved in CCTV monitoring, providing a fast and effective response to alarm activations or incidents, and implementing client escalation procedures.

Our core values:

· Integrity

· Customer Excellence

· Plain-Speaking

· Agility

· Courage & Conviction

WHO YOU ARE

• Able to effectively communicate with clients, supervisors, and peers.
• Able to maintain a positive approach under pressure.
• Organised with great attention to detail.
• Skilled in IT skills and familiar with Microsoft Office.
• Able to work well as part of a team.
• Maintain a standard of personal conduct and positive attitude in keeping with the nature of the business.

KEY RESPONSIBILITIES

• Provide out-of-hours support for all aspects of security operations.
• Handle scheduling of officers, book on/off, check calls, site setups, and escalations.
• Enforce the need for accurate check call completion.
• Complete remote Compliance & Welfare calls as per KPI.
• Conduct reactive and planned out-of-hours mobile security patrols of sites as required.
• Track and manage information related to daily documents, handovers, and reporting.
• Handle email communications, including sending, receiving, types of response, and escalation using designated email groups.
• Handle phone calls efficiently and professionally, relaying information as necessary and ensuring proper circulation.
• Ensure compliance by ensuring all staff are booked on and track any lateness on People Hours, updating the ASM/RSM teams accordingly.
• Effectively communicate with clients for submitted requests.
• Update all relevant systems and trackers related to requests.
• Provide shift handover communication to chase any outstanding requests.

At Prime Secure, we value the diversity of our people and the varied experiences, expertise, backgrounds, and perspectives they bring.

We work hard to foster a culture where those differences can thrive and where every one of us can fulfil our potential.

Due to the nature of our business all employees are Security screened to BS 7858:2019 standard.

As a fair and ethical employer, in accordance with guidelines taken from the 2010 Equality Act, Prime Secure Systems Ltd 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.

Job Types: Part-time, Permanent

Pay: £13.20 per hour

Benefits:

• Company pension
• Cycle to work scheme
• On-site gym
• Paid volunteer time
• Referral programme

Ability to commute/relocate:

• St Albans AL4 0JJ: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

• SIA (required)
• Driving Licence (required)

Work Location: In person