Better places, thriving communities.
Key objectives
1. To understand BNY priorities and how your role supports their daily objectives;
2. To identify and escalate risks, threats, etc. which could have an impact on BNYM offices and act as a first line response to all incidents
3. To take ownership and assist in the management of all critical and emergency situations ‘out of hours' until such time as a BNYM representative takes over responsibility for the incident;
4. To ensure that all alarms into the LCC are dealt with quickly and effectively, supporting the wider BNYM business where possible;
5. To support the UK & Ireland BNY offices to manage their responsibilities where relevant and maintain effective working relationships with the teams;
6. To carry out Corporate Security Travel Policy and Procedures as per standard operations procedures and take quick and effective action to deal with any incidents or issues that may arise;
7. Investigate any issues or incidents which may arise that impact on BNYM staff, premises or assets or Mitie/VSG security staff;
8. Utilise all security and other protective systems to manage and monitor global events/incidents;
9. To be pro-active and identify issues and/or incidents which may impact on the wider global business and escalate where relevant;
10. To work collectively with the other global BNYM Control Rooms to deliver consistant services;
11. To ensure that all relevant incidents are escalated via the correct channels to the nominated BNYM lead(s);
12. To deliver exceptional customer service to all enquiries into the control room;
13. To ensure to take personal responsibility for each enquiry into the control room to support satisfactory resolution;
14. To support BNY to undertake regular audit of all security and other systems;
15. To undertake ‘one off' projects relating to the Control Room as directed by the BNYM clients;
16. To work with other service partners to ensure that equipment faults are reported quickly
17. To monitor Building Management System (BMS) as per standard operating procedures
18. To build and maintain effective working relationships with all key stakeholders
19. To assist and mentor LCC new starters and security officers to support them in achieving site specific objectives
20. To support office based clients in matters relating to protecting the security and safety of all BNY Mellon staff, buildings/offices and assets
21. To support and achieve the monthly LCC KPI requirements;
22. To operate in the EMEA London Command Center monitoring CCTV, access control and other protective systems and act as a first line response to all incidents, their management and escalation procedures
23. To follow the Company policies and procedures in relation to confidentiality, communications protocol, etc.
24. To comply with data protection policy
25. To undertake any other duties as requested by the client;
Main duties
26. Deal with Emergencies
27. To attain and maintain a high level of knowledge of all LCC Standard Operating Policy and Procedures, site Assignment Instructions and Emergency Procedures for all EMEA BNY Mellon offices.
28. To assist the Supervisor manage all incidents and events which occur ‘out of hours' until such time as a BNYM client is able to take control;
29. Be pro-active to identify issues which may impact on BNYM and escalate where relevant
30. Escalate information and updates to the relevant BNYM lead(s) quickly and effectively
31. To carry out administration of all routine tasks and operational procedures at all times and in times of emergency
32. To monitor CCTV and access control systems and operate as per duty rota and to carry out client requests
33. Maintain contact with both the client and Mitie Management in accordance with specific and routine instructions, security officer training, performance and site discipline.
34. To act as first point of contact for BNYM crisis/incident management out of business hours and to comply with associated escalation proceduresManage the LCC:-
35. Deal with the day to day physical standard and out look of the LCC
36. Ensure the LCC monitoring desks are kept tidy at all times
37. Monitor all security and other systems to ensure the smooth running of the LCC
38. Ensure to comply with the Assignment Instructions and Standard Operating Procedures
39. Take ownership to deal with enquiries to deliver exceptional customer service
40. Ensure that all callers into the LCC receive exceptional customer service
41. Assist in the investigation of any issues or incidents which arise which impact on BNYM
42. Maintain accurate documentation and reports
43. Meet the LCC KPI requirements
44. Maintain effective working relationships with other BNYM global Control Rooms and UK & Ireland offices
45. To carry out access control pass administration as per standard operating procedures
46. Traveller Tracking:-
47. Manage and monitor all BNYM Travellers abroad
48. Deal quickly and effectively with all issues arising from BNYM staff travelling abroad
49. Deliver exceptional customer service to all traveller enquiries into the LCC
50. Manage Staff:-
51. Assist with LCC Controller new starter and security officers training in accordance with specific and routine instructions
52. Assist and mentor new LCC Controllers to reach their full potential
53. Monitor and support security officers assigned to othe BNYM sites
54. Train and develop to act as stand in Supervisor or 2IC covering the Contract Supervisor's holiday
55. Investigations
56. Undertake investigations into issues or incidents which arise that may inpact BNY Mellon
57. Undertake other investigations as required by the BNYM client
58. Undertake systems checks as per standard operating procedure Audit
59. To undertake regular systems (CCTV, Access Control, etc.) checks to ensure all in order
60. To undertake projects as required by BNYM to support audit requirements
Person Specification
61. Ability to deal with, control, manage incidents, emergencies and act as Supervisor or 2IC
62. Excellent Organisationall Skills
63. Security Systems knowledge and experience (CCTV and Access Control systems)
64. To read, understand and comply with BNY Mellon Code of Conduct
65. Should be proactive and self motivated
66. SITO trained and certified
67. SIA lLicensed plus CCTV
68. First Aid trained and certified
69. Physically fit
70. A disciplined and professional attitude
71. Customer facing/front of house skills
72. A high standard of appearance and dress
73. Be familiar with and understand the principles of Health and Safety at Work Act
74. Good administration skills
75. Ability to work within established procedures and contribute positively to any improvements
76. Ability to demonstrate a commitment to delivering a high quality service
77. Ability to liaise with others at all levels including Senior Management and customers' clients
78. Effective Communication Skills – both written and verbal
79. Excellent IT skills
80. Personal Responsibility and Accountability
81. Capable of working as part of a team
82. Previous experience of working in a control room and dealing with emergencies situations
83. Supervisory experience gained in a CCTV/Access Control Monitoring environment
Health and Safety responsibilities
84. Follow Group and company policies and procedures always;
85. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
86. Use all work equipment and personal PPE properly and in accordance with training received;
87. Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
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.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .