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Purpose of the Role
The purpose of the Control Room Coordinator role is to take responsibility for setting the standard and lead your team to deliver an exceptional customer service. You will have direct line management responsibility for the CCTV control room operators. The role will involve developing and delivering our service model in line with our strategic organisational objectives to become an "employer of choice".
You will be a high-energy leader, presentable and a natural communicator with the ability to adapt to a fast-paced changing environment.
You will proactively champion brand initiatives through clear communication, coaching and engagement with the delivery teams. You will be able to build strong working relationships with external agencies and stakeholders.
You will have the ability to act decisively with an uncompromising eye for detail.
As much as this role will be primary working from the control room this will also come with a dual role aspect where leadership/duty management may be required on the mall floor you may be required to support the mall operation during busy periods or assist and lead an incident that may require attendance from a member of the management team.
Key Responsibilities
- Understanding the key aspects of the security strategy for the centre and to follow instruction from your line manager to deliver that strategy into the CCTV control room through effective supervision and leading by example.
- To deliver outstanding customer service to all visitors and colleagues and retail partners with the centre.
- To maintain and develop the customer service standards of the centre.
- Ensure that customer comments are recorded and ensure that customer feedback is passed on to management.
- To supervise the performance of the team within the control room and on the floor.
- Organize staff rotas and holiday to maintain an effective operational team within your department.
- Manage sickness, absence and return to work interviews as directed by your immediate line manager and in line with the company HR policy.
- Through effective supervision ensure that the Control room team are well groomed in appearance at the beginning of their shift and at all times when on duty in line with the company uniform policy.
- Hold security specific team briefings and impart specific security information in relation to both national and local security threats and intelligence.
- Coaching, training and mentoring team members and new members of the security team on how to conduct their duties in line with company policy and the company security strategy.
- Monitor radio communication to ensure that company procedure and policy are adhered to at all times.
- To have pride in the centre and help to maintain its high standards in all areas of your work.
- Undertake any other reasonable duties as required to meet the needs of the business.
- You will form part of the Duty Management Rota – 1 weekend in 5. There will be requirement to support further in peak periods.
- Liaise with service and maintenance providers.
- Act as a bronze commander during serious/crisis incidents.
Skills, Knowledge and Experience
Person specification:
- You need to be able to follow instructions and be confident in briefing in key messages to your direct reports.
Qualifications and experience:
Essential:
- Must hold a valid CCTV licence.
- Must have a valid manned guarding or door supervisor SIA licence.
- Must have experience in working in a security role within a supervisory capacity.
Desirable:
- Control room experience.
Working Hours - 40 hours
Salary - £33,000 PA
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Please see our Benefits Booklet for more information.
