Overview
Purpose of the Role
The CCTV Control Room Operative will work in the control room and undertake day to day monitoring and delivery of security service, supporting the security operation at the centre. The operative will ensure exemplary standards of security and customer service are provided at all times.
Responsibilities
* Be part of a team in a roster pattern. This role requires flexibility to cover shifts for a 24/7 operation.
* Ensure compliance with all internal procedures, site processes and external bodies including enforcement agencies and auditory bodies.
* Ensure a timely response to all security issues and events.
* Be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest levels.
* To ensure exemplary standards in personal grooming, strictly adhering to the site uniform requirements.
* Ensuring all incidents are managed in accordance with site policies and procedures.
* Liaising with the Security Team Manager, Security Team Leaders proactively reacting to incidents and ensuring colleagues are fully briefed and supported at all times.
* To deal efficiently and effectively with emergencies including fire and bomb scares ensuring the onsite team and client are kept fully informed at all times.
* Intelligent understanding of human behaviour, monitoring and surveillance of suspect individuals logging and reporting incidents in line with site / company polices.
* Maintain vigilance and highlight / manage unauthorised access by banned persons.
* Provide assistance to third party contractors / visitors ensuring all site procedures / policies are adhered too.
* Being fully conversant with operational functions including access control, CCTV, detection and alarm systems, ensuring effective monitoring and reporting function is maintained.
* Maintain continuous monitoring of site radio systems adhering to correct radio procedures at all times.
* Diligent management and maintenance of site records / reference materials including Health & Safety records, Incident Forms and info exchange.
* To provide regular liaison and timely feedback to the management team on all aspects of service delivery, implementing effective solutions and corrective action to enhance the service.
* Report any event that may be detrimental to the fulfilment of the provision of security on site to the Security Team Manager, Security Team Leader.
* Support the Security Team Manager, Security Team Leader with any internal / external audits in line with company polices and procedures.
* To be the first point of contact for security function related queries resolving more complex queries utilising experience and knowledge referring any complaints with regards to security practices, to the security management team or centre management.
* Make certain that the Continuous Improvement Process is an integral part of service delivery increasingly adding value to both the business and our client.
* Undertake any other reasonable duties as required to meet the needs of the business
* Ensure a timely response to all security issues and events.
* Access control of the centre’s service yards monitoring all deliveries.
* To deliver outstanding customer service to all visitors and colleagues and retail partners with the centre.
* To handle and resolve all customer complaints effectively and to the satisfaction of the customer, taking remedial action where necessary
* To liaise with other departments to ensure the standards of customer service are maintained
* To have pride in the centre and help to maintain its high standards in all areas of your work
* Undertake any other reasonable duties as required to meet the needs of the business
Skills, Knowledge and Experience
* Excellent verbal and written communication skills.
* Able to articulate clearly and credibly with the client, senior managers and all staff.
* Capability to work unsupervised and take responsibility
* Smart appearance
* Flexible/can do attitude with an ability to work well with others, make clear decisions and continue to deliver results and remain calm under pressure
* Demonstrate excellent skills in organisational ability, oral and written communication, able to produce reports to line management in relation to performance and audit
* Good working knowledge of Microsoft office – Word, Excel and Power point
Desirable experience & Qualifications
* Essential:
* Successful track record of delivering security solutions to internal client base
* Essential - CCTV SIA Licence
* Essential – experience in control monitoring
* Experience of working in a customer focussed environment
* First aid qualification
* Desirable:
* Professional or further qualification in Security
* SIA Door Supervision / Guarding licence
* Working Hours - Flexible Rolling rota including weekends and nights
Notes: Please see our Benefits booklet for more information.
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