Control Team Manager
Join to apply for the Control Team Manager role at The Keyholding Company. We are redefining the security industry with creative thinking and bespoke technology.
We're looking for an enthusiastic and people-focused Control Team Manager to lead and inspire our dedicated 24/7 Control Room team. This role involves driving performance, developing Service Specialists, and implementing tech‑driven solutions.
What you get
* Salary of £36,000 per annum, on a full‑time permanent contract.
* Excellent work‑life balance with a 4‑on & 4‑off shift pattern (availability at 07:00‑19:00 and 19:00‑night shifts).
* Internal training and development opportunities.
* Personalised career development plans through our My TKC Journey initiative.
* Auto‑enrolment into salary‑sacrifice pension scheme, confidential Employee Assistance Program, and voluntary health cash scheme.
* Regular social events, monthly team days, and an exercise club.
* Opportunity to make a real difference in a position of real responsibility.
You’ll be (but not limited to)
* Managing the work coming into the department, prioritising team tasks to meet SLA’s and analysing inbound volumes to ensure 24/7 resourcing.
* Overseeing all licencable activity, ensuring Service Specialists adhere to guidelines set by the business and licensing authorities.
* Delivering performance reports and presenting internally.
* Improving team performance through quality assessments, 1‑2‑1s, target setting, and feedback.
* Escalation point for complaints and setting a customer‑service standard.
* Developing and implementing tech‑driven solutions and building relationships with internal teams.
* Delivering training across the department.
* Line‑manager responsibilities for people management processes.
* Supporting team to achieve department goals and key deliverables.
* Assisting account management team in client meetings, presenting data and issue resolutions.
* Identifying and participating in continuous improvement initiatives.
What you’ll need to succeed
* At least 3 years' experience in call centre or customer service management.
* An SIA CCTV Operator or Non‑Front Line SIA Licence (desirable).
* Experience with cloud‑based technology.
* Strong communication and presentation skills.
* Proven people‑management experience with coaching and challenging conversations.
* Excellent organisational and time‑management skills.
* A proactive mindset, self‑motivation, and sound decision‑making skills.
Equity, Diversity, and Inclusion matters to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you.
Seniority level: Not Applicable
Employment type: Full‑time
Job function: Other
Industry: Security and Investigations
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