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Job Description
JOB TITLE: CCTV Controller
REPORTS TO: Security Manager
BUSINESS UNIT: Castle Quarter Norwich Shopping Centre
Purpose of the job: To be responsible for the day-to-day running of the control room and internal systems i.e. fire alarms, intruder alarms and CCTV. To provide exceptional leadership, support and day to day management of the Castle Quarter Shopping Centre Guest Safety, Car Park and Mitie site based team who are responsible for supporting and managing all of the centre operations 24hrs per day 7 days per week.
To provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.
Ensure that the interests of Mitie, Castle Quarter and their Guests and retailers are fully protected at all times and conduct yourself accordingly as their representative.
Responsible to: Soft Services Manager
External relationships: Castle Quarter (Centre Management), Suppliers, Retailers, Members of the public, local agencies
Internal relationships: Mitie site based team
Contract & Location: Rotating shift pattern, 4 on 4 off, 12 hour shifts, Castle Quarter Shopping Centre
Min. 42 hour Ave. working week
Hourly Rate £12.14
Job overview
Under the direction of Soft Services Management team
1. Responsible for the ‘live' operation of the Security Team manages the essential functions of;
2. All common and public areas of the shopping centre
3. Castle Quarter emergency and evacuation procedures
4. Officer time and attendance
5. Health, safety & welfare of the Mitie site based team
6. Incidents and accidents that affect Castle Quarter and Mitie
7. Business Continuity Planning centred on the continued operation of the control room and shopping centre
8. Castle Quarter building security and safety
9. Providing a high standard of response to telephone and email enquiries
10. Leadership to the Mitie site based team on duty ensuring all issues are dealt with correctly
11. Provide timely and effective communication to all within the business including and up to the Line Manager, Mitie Management and Castle Quarter on;
12. Incidents that occur on or effect Castle Quarter
13. Update and collate incident information
14. Serious incident tracking and management
15. Absence & lateness reporting
16. Officer misconduct
17. Systems Fault reporting
Main Duties of the Role – Under the supervision / direction of the Security Manager
18. Ensure all incidents are logged and managed effectively through to completion
19. Manage the personnel within the Shopping Centre, Control Room and Back of House
20. Effectively communicate business issues to the relevant centre departments
21. Planning manpower provision within the Shopping Centre and support Car Parks
22. Maintain the standards of the Security for access / egress and visitor regulation
23. Ensure standards of dress, safety and presentation are maintained within the centre's team at all times
24. Extensive hazard spotting across the site and escalation of any safety issues to the relevant Manager
25. Delegate audits to the security team within the centre
26. To be fully conversant with the methods of working of all equipment and to ensure that it is of a standard and quality commensurate with the requirements of the property.
27. Ensure that complete and updated assignment and procedure Instructions are being followed. Where site or procedure instructions are not being followed, ensure that corrective actions are raised.
28. Ensure that all contractual requirements are properly fulfilled and if there is an issue or concern inform the line Manager.
29. Handle all day to day enquiries which arise from whatever source in respect of the daily operation of the security of the centre.
30. To develop and maintain good working relations with applicable local agencies and services.
31. Ensure all information is dealt with in a confidential and professional manner.
32. Any other reasonable request from management or client.
33. All accident and Health and Safety reports completed by officers.
34. Completion and checking of all accidents / incidents relating to Mitie personnel.
Skills & Knowledge
35. CCTV licence is essential
36. SIA Door Supervisor licence is Preferred
37. First Aid at Work
38. Relevant industry experience
39. Has the ability to contribute toward a team's operation and can work on own initiative
40. Able to communicate effectively and clearly at all levels within the organisation
41. A comprehensive working knowledge of all processes and procedures
42. A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required
43. Excellent report-writing and analytical skills with attention to detail
44. Excellent organisational and time management skills
45. A positive attitude to dealing with people and taking on challenges
Core Competencies
46. Excellent analytical skills to critically evaluate the information gathered and prioritise activity and ongoing communication
47. Excellent oral communicator
48. Strong written skills for reports, incidents and presentations
49. Excellent interpersonal skills, to liaise with safety officers, managers and directors
50. Commercial awareness of cost implication for decision making implications
51. Strong influencing skills to achieve business objectives
52. Resourceful and creative, able to deliver proactive initiatives within the Control Room
53. Knowledge of Microsoft Office
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10, - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.