Hours per week: Variable Shift Rota - 40 hours per week
Business Overview
Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.
Job Overview
We are currently recruiting for Security Operations Centre Manager to join our passionate and driven team based at our client’s site in Suffolk
Key Responsibilities
Lead and manage your team in a way that is in line with company values and behaviours
Ensure that your team respond to all calls and requests within target guidelines and always provide an excellent customer experience
Provide excellent management of all incidents whilst ensuring a comprehensive handover is carried out at the beginning and end of shifts to allow the oncoming Supervisor to correctly follow the agreed processes
Day-to-day management of the Control Room team
Report to the Security Systems Director any incident outside your experience/control
Demonstrate an excellent understanding of all systems in use in the Control Room, enabling the team to respond appropriately to any signals or messages received and guide their team in doing the same
Ensure the team processes fault reports relating to various products and services received in verbal, written or electronic form and pass such reports on to the appropriate agency for resolution, in accordance with the operating procedures
Receive out-of-hours calls from the client Helpdesk and escalate as required in line with procedures.
Support security gate operatives by dealing quickly and effectively with all Access Control issues raised and troubleshooting access issues
Support the Access Control team in managing the system through proactive reporting and follow-up with operatives regarding outstanding information
Work with the Account Manager and Client Control Room Manager to plan capacity on a weekly basis (including ad hoc requirements) through the efficient deployment of people, equipment, systems, and other available resources. Establish work priorities and match them to these resources
Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised using daily huddles
About You
Applicants must have the right to work in the UK
An excellent working knowledge of all processes and procedures associated with a manned Security Control Room including rostering, incident response, CCTV and Alarm Receiving monitoring, remote access, and key-holding
Relevant industry experience - the ability to demonstrate an understanding of Control Room requirements and processes
Computer literate with a variety of software, including Microsoft Office and bespoke software
Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
Previous achievement of performance targets and driving performance through utilising metrics
Ability to lead and motivate a diverse team to provide excellent customer service
A decisive and assertive decision maker
Excellent report-writing and analytical skills with sharp attention to detail
Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
Strong communication and customer service skills
Flexibility in working hours
Benefits
Wide range of retail discounts
Company Car
Discounted gym membership
Join our Cycle to Work scheme
Access to “CHROMA”, our internal colleague-led and community – join a committee or take part in our events
Access to internal Mental Health First Aiders
Immediate access to “Opportunity” our internal Learning and Development platform
Required professional membership fees paid for
How to apply
If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!
Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)