Duty Control Room Manager

Clearway Technology is a leading NSI Gold Accredited monitoring centre, dedicated to providing top-tier security services. We are currently expanding our team and are looking for dynamic individual to join us as a Duty Control Room Manager. 

The Duty Control Room Manager is responsible for ensuring the smooth, efficient, and compliant operation of the control room on a day-to-day basis. This position involves overseeing staff management, reporting, and data control within the department, while supporting the Operations Manager in driving operational performance, ensuring compliance with industry standards, and maintaining accuracy in data management. 

You will act as a key point of contact within the control room, facilitating effective communication, rapid response to incidents, and continuous improvements in operational processes.

Shift work is required to oversee 24-hour operations.

Key Responsibilities

Responsibilities include but are not limited to:

False Alarm Management

• Assist the Operations Manager in identifying key areas to improve false alarm management.
• Implement corrective actions to resolve recurring false alarms.
• Manage site masking procedures as necessary.
• Conduct training and review the Runaway process with the team to minimise errors.

Day-to-Day Management Reporting

• Compile and report statistics to support the Operations Manager in identifying Service Level Agreement (SLA) improvement areas.
• Report on alarm handling and manage monthly performance sheets for both active and decommissioned sites, including staffing levels and SLA compliance.
• Provide monthly management report statistics for accreditation purposes.
• Monitor and analyse daily reports, including 676 report, line faults, and failed signal reports.
• Conduct 24-hour commissioning reviews and prepare weekly commissioning documents and certification sign-offs.

Day-to-Day Staff Management

• Ensure rosters are up-to-date and that staffing levels are maintained.
• Oversee weekly payroll information based on recorded hours worked.
• Conduct 1-2-1 meetings and annual appraisals for all team members.
• Facilitate return-to-work meetings and support investigations as needed.
• Provide training, mentoring, and induction for new staff members and assist with refresher training.
• Supervise Highways and ARC (Alarm Receiving Centre) staff during shifts.
• Perform quality checks on all staff members to ensure high standards are maintained.

24-Hour Data Release Control

• Investigate and respond to data intrusion incidents or data requests.
• Oversee the control and handling of data release forms.
• Review, download, and release footage, including bodycam recordings, as required.

Highways Support

• Ensure accurate data logging for incidents at the end of each shift to facilitate timely and accurate client reporting.
• Coordinate with Team Leaders to maintain adequate staffing levels.
• Conduct quality checks of data, camera footage, and incident responses.

Accreditations

• Collaborate with the Operations Manager to produce necessary evidence and documentation for ISO, SIA, and NSI accreditations in a timely manner.

Key Skills, Experience and Qualifications

• Proven experience in operations support, preferably in a security or facilities management environment.
• Strong organisational, team leadership and time-management skills.
• Excellent attention to detail and accuracy in data management and reporting.
• Ability to manage and mentor a team effectively.
• Proficiency in using management and incident reporting software.
• Knowledge of industry standards and accreditation requirements (ISO, SIA, NSI).
• Excellent communication skills.
• Problem-solving skills. 
• Professionalism and integrity.
• Comfortable adjusting to changing priorities and handling shifts in operational needs, demonstrating resilience and flexibility in a dynamic environment.
• Commitment to Continuous Improvement.

Offers of employment will be subject to satisfactory references and pre-employment security screening checks to BS7858.

Working Hours: 4 days on, 4 days off - 12-hour shifts comprising of both days and nights from 6 am to 6 pm and 6 pm to 6 am on a 4 on 4 off rotational basis. Overtime opportunities are also available.

Why work for Clearway?

At Clearway, we believe that our employees are our most valuable asset. Not only do we offer a highly competitive salary, but we are also committed to providing a comprehensive benefits package, to ensure your health, well-being, and peace of mind. Here are some of the outstanding benefits we offer: 

• Salary: £35,164.44 pa per annum
• Medicash Cash Plan: 100% paid company membership, designed to cover routine healthcare expenses.
• Life Assurance: We provide all our employees 3x annual life assurance, providing financial security for you and your loved ones. 
• Employee Assistance Programme (EAP): Confidential and practical advice, as well as counselling services for you and your family members.
• Performance-Related Bonus: All eligible employees have the opportunity to earn a discretionary performance-related bonus.
• Subsidised Gym Subscription: Subsidised gym memberships at over 3,000 gyms nationwide.