Control Room Operators

## PLEASE NOTE - IF THERE IS NOT A VIDEO ON YOUR PROFILE AND/OR, YOU DO NOT ANSWER THE SCREENING QUESTIONS - YOUR APPLICATION WILL NOT BE PROCESSED - PLEASE READ THE JOB DESCRIPTION FULLY ##

We are seeking dedicated and professional Control Room Operators to join our team. 

These roles are pivotal in supporting our operational teams in delivering safety, security, and exceptional customer service across diverse environments. Whether managing the control desk or safeguarding higher education communities, you will combine experience, confidence, professionalism, and a people-first approach in everything you do.

At the forefront of student security excellence, our Security Concierge roles at dedicated student accommodation throughout the UK, offer a unique opportunity to ensure the safety of higher education communities while delivering outstanding customer service. Your role will be pivotal in supporting these teams in our mission to provide operational excellence for our clients.

If you’re ready to raise the standards of safety and service, this is the role for you.

Key Role Details

• Reporting to: Head of Operations
• Location: London – Northamptonshire – Home Counties – Bedfordshire 

Mix of remote working and on-site presence, including occasional work from our Northamptonshire office and supervising security/concierge duties at various locations.

• Shift Pattern: 4 on, 4 off 12 hour shifts (19:30 - 07:30) in rotation
• Salary: Starting at £28,000 per year, with a review after the probationary period.
• Annual Leave: 20 shifts per year

Key Responsibilities

As the Control Room Operator, you will be the primary contact for our operational teams and clients, ensuring smooth day-to-day operations. Responsibilities include, but are not limited to:

• Ensuring all shifts are scheduled per site requirements.
• Confirming concierge guards are available for work.
• Checking clock-ins and ensuring timesheets are accurate.
• Liaising with clients and monitoring site performance.
• Managing communications via inboxes, WhatsApp, and phone to ensure seamless operations.
• Updating shift rotas and handling last-minute changes or cancellations.
• Maintaining clear communication with clients and ensuring staff adhere to professional standards.
• Conducting scheduled and random phone checks to ensure team presentation and compliance.
• Carrying out welfare checks and escalating concerns when necessary.
• Handling complaints and responding to critical incidents, escalating urgent matters to the Commercial Director.

If assigned to an on-site role, additional responsibilities will include to supervise:

• Front Desk Duties: Acting as the first point of contact for visitors, contractors, and staff, ensuring smooth entry and exit.
• Patrols & Access Control: Conducting regular patrols, managing access points, and ensuring compliance with security protocols.
• Alarm Response: Respond promptly to alarms (intruder, fire, personal attack, and equipment).
• Tailored Security Concierge Services: Providing customised security solutions, ensuring students, staff, and visitors feel safe and valued.
• Visible Assurance: Acting as a trusted and professional presence, managing situations discreetly and confidently.
• Customer Service Excellence: Addressing inquiries and offering guidance with professionalism and empathy.
• Supporting Safety Standards: Proactively monitoring environments to identify and resolve security risks.

What We’re Looking For

To succeed in this role, you should demonstrate:

• Attention to Detail: Ability to proactively identify and address security concerns.
• Exceptional Interpersonal Skills: Building trust and fostering positive relationships with clients and colleagues.
• Professional Appearance: Maintaining a polished and approachable demeanor.
• Strong Communication Skills: Proficiency in English (reading, writing, and verbal communication).
• Calmness Under Pressure: Handling challenging situations with composure and professionalism.
• Teamwork & Collaboration: Working effectively with colleagues to achieve security and service goals.

Essential Requirements

• Valid SIA Licence (mandatory) – must provide Licence Number during application.
• Proactive Working Approach – the ability to take the initiative and resolve issues swiftly.
• Alarm Response Experience – familiarity with security alarm activations and safety protocols.
• IT Proficiency – ability to manage shift schedules, reports, and communication platforms effectively.
• GCSE Level Education (or equivalent) – strong written and verbal English skills.

Desirable Experience

• Previous experience in security or customer service roles.
• Experience handling critical incidents and remaining decisive under pressure.

Application Process

To apply, please follow these steps:

1. Ensure you hold a valid SIA Licence and have your Licence Number ready. Applications without this cannot be processed.
2. Prepare a CV and Cover Letter outlining your relevant skills, qualifications, and experience.
3. Submit a short video (max 2 minutes) introducing yourself. The video should demonstrate:
4.  

• Your communication skills
• Your professionalism
• Your customer-focused approach

(Note: Applications without a video will not be considered.)

Application Questions: Answer the screening questions below

If you are passionate about security and service, we encourage you to apply today. Join our dynamic team and help create safe, secure, and welcoming environments for all.