Control Room Operator

Control Room Operator
JOB SPECIFICATION
Reports to: Monitoring Station Manager
Contract: Permanent (42 hours on average per week)
Based: Glasgow
Salary: £10.95 per hour
Shift: Nightshift (4 on 4 off)
A valid SIA License is essential for this role. Full UK Driver’s License is desirable.
ABOUT PRIME SECURE
We are an award-winning, privately-owned, Glasgow-headquartered business providing security system and guarding services to our blue-chip customer base across the UK. This role is based at our Glasgow office, with regular travel required to our regional offices in St Albans and Altrincham.
We are growing quickly and have ambitious plans to achieve a turnover of £50m per annum by 2030. We embrace new ideas and change and value everyone’s input into how we continue to thrive and grow.
ABOUT THE ROLE
As a Control Room Operator, you will be carrying out various tasks for two key functions in the business. Your role will primarily be focused on the admin, control, and support of manned guarding activities. You will also be involved in CCTV monitoring, providing a fast and effective response to alarm activations or incidents, and implementing client escalation procedures.
Our core values:

Integrity
Customer Excellence
Plain-Speaking
Agility
Courage & Conviction

WHO YOU ARE

Able to effectively communicate with clients, supervisors, and peers.
Able to maintain a positive approach under pressure.
Organised with a great attention to detail.
Skilled in IT skills and familiar with Microsoft Office.
Able to work well as part of a team.
Maintain a standard of personal conduct and positive attitude in keeping with the nature of the business.

KEY RESPONSIBILITIES

Provide out-of-hours support to all aspects of security operations.
Handle scheduling of officers, book on/off, check calls, site setups, and escalations.
Enforce the need for accurate check call completion.
Complete remote Compliance & Welfare calls as per KPI.
Conduct reactive and planned out-of-hours mobile security patrols of sites as required.
Track and manage information related to daily documents, handovers, and reporting.
Handle email communications, including sending, receiving, types of response, and escalation using designated email groups.
Handle phone calls efficiently and professionally, relaying information as necessary and ensuring proper circulation.
Conduct audits, including key registers, staff welfare, and control room sign-in/out registers.
Ensure compliance by ensuring all staff are booked on and track any lateness on People Hours, updating the ASM/RSM teams accordingly.
Effectively communicate with clients for submitted requests.
Update all relevant systems and trackers related to requests.
Provide shift handover communication to chase any outstanding requests.
Monitor CCTV and other alarm equipment as required.
Perform daily/monthly camera checks and inspections in line with BS5979 as required.
Follow appropriate escalation protocols in relation to alarm activations.
Operate communication systems and computerized alarm monitoring systems effectively.
Act as a point of contact for the public, emergency services, and clients.
Demonstrate and maintain excellent customer service skills.
Record any technical faults and take appropriate steps to have them rectified within agreed timescales.
Adhere to all monitoring station policies and procedures.

At Prime Secure, we value the diversity of our people and the varied experiences, expertise, backgrounds, and perspectives they bring.
We work hard to foster a culture where those differences can thrive and where every one of us can fulfil our potential.
Due to the nature of our business all employees are Security screened to BS 7858:2019 standard.
As a fair and ethical employer, in accordance with guidelines taken from the 2010 Equality Act, Prime Secure Systems Ltd is committed to promoting equal opportunities for all: irrespective of colour, race, religion or belief, ethnic or national origins, gender, marital/civil partnership status, sexuality, disability or age.
Job Types: Permanent, Full-time
Salary: £10.95 per hour
Schedule:

12 hour shift
Day shift
Night shift
Weekend availability

Ability to commute/relocate:

Glasgow, G4 0LA: reliably commute or plan to relocate before starting work (required)

Application question(s):

If you do not currently have a Full UK Driver’s Licence, we would expect you to obtain this within 12 weeks of the employment start date. Is this something you are willing to adhere to?

Education:

A-Level or equivalent (preferred)

Experience:

customer service: 1 year (preferred)

Licence/Certification:

SIA (required)
Driving Licence (preferred)

Work Location: In person