Job Description

Job Reference: SEC/SG/05-04/1137

Job Title: Security Control Room Supervisor

Location: Site Based

Site Address: Cedar Link Road, Stowmarket

Postcode: IP14 5BE

Pay Rate: GBP13.00 - GBP14.26

Hours per week: Monday, Tuesday, Wednesday, Thursday, Friday - 40 hours per week

Business Overview

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of GBP1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

Role Overview

We are currently recruiting for a Security Control Room Supervisor to join our passionate and driven Security team based at our client`s site in Cedar Link Road, Stowmarket

Benefits

- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to `CHROMA`, our internal colleague-led diversity and inclusion community - join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to `Opportunity` our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards


Key Responsibilities:

- Lead and manage your team in a way that is in line with company values and behaviours
- Ensure that your team respond to all calls and requests within target guidelines and always provide an excellent customer experience
- Provide excellent management of all incidents whilst ensuring a comprehensive handover is carried out at the beginning and end of shifts to allow the oncoming Supervisor to correctly follow the agreed processes
- Day-to-day management of the Control Room team
- Report to the Client Control Room Manager or Duty Manager any incident outside your experience/control
- Demonstrate an excellent understanding of all systems in use in the Control Room, enabling the team to respond appropriately to any signals or messages received and guide their team in doing the same
- Ensure the team processes fault reports relating to various products and services received in verbal, written or electronic form and pass such reports on to the appropriate agency for resolution, in accordance with the operating procedures
- Receive out-of-hours calls from the client Helpdesk and escalate as required in line with procedures.
- Support security gate operatives by dealing quickly and effectively with all Access Control issues raised and troubleshooting access issues
- Support the Access Control team in managing the system through proactive reporting and follow-up with operatives regarding outstanding information
- Work with the Account Manager and Client Control Room Manager to plan capacity on a weekly basis (including ad hoc requirements) through the efficient deployment of people, equipment, systems, and other available resources. Establish work priorities and match them to these resources
- Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised using daily huddles


About You:

- Applicants must have the right to work in the UK
- An excellent working knowledge of all processes and procedures associated with a manned Security Control Room including rostering, incident response, CCTV monitoring, remote access, and key-holding
- Relevant industry experience - the ability to demonstrate an understanding of Control Room requirements and processes
- Computer literate with a variety of software, including Microsoft Office and bespoke software
- Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
- Previous achievement of performance targets and driving performance through utilising metrics
- Ability to lead and motivate a diverse team to provide excellent customer service
- A decisive and assertive decision maker
- Excellent report-writing and analytical skills with sharp attention to detail
- Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
- Strong communication and customer service skills
- Flexibility in working hours
- SIA licence required.
- Manned Guarding or Security
- Previous supervisory experience of a small team required.


How to apply

If you are interested to join a business that encourages professional development, career progression and the chance to work with ins