ARC Manager

Co-op Secure Response; Ipswich; On-site; GBP 42,000 - 62,000; Full time

Job summary

East of England Co-op’s Co-op Secure Response seeks an experienced Alarm Receiving Centre Manager to lead ARC and RVRC operations. You will focus on developing people, maintaining high service standards and driving continuous improvements in a 24/7 security monitoring environment.

You will couple strong leadership with coaching, performance management and resource planning to ensure a positive, accountable culture and robust incident response across shifts.

Qualifications

• Experience leading and developing colleagues, coaching and wellbeing.
• Experience in ARC/RVRC or similar monitored security environment.
• Strong leadership and communication skills to motivate and support teams.
• Experience in workforce planning and maintaining 24/7 operational coverage.
• Understanding of security monitoring, incident management and escalation procedures.
• Knowledge of security industry standards, compliance and quality assurance.
• Ability to analyse performance, identify improvements and make decisions.
• Flexibility to support continuous operation.

Responsibilities

• Lead, motivate and develop colleagues across ARC and RVRC operations, creating a positive and accountable team culture.
• Manage performance, attendance, wellbeing and development through coaching and regular conversations.
• Oversee workforce planning, staffing arrangements and resources for 24/7 service delivery.
• Monitor performance, service standards and customer requirements, identifying improvement opportunities.
• Maintain compliance with security industry standards and internal procedures.
• Support Senior Operators in developing leadership capabilities and standards.
• Provide management oversight across different working patterns and incident escalation.

Skills

People leadership

Coaching

Performance management

Communication skills

Workforce planning

Incident management

SSAIB audits (advantage)

SIA CCTV licence (desirable)

Tools

Alarm Receiving Centre (ARC) environment

Remote Video Response Centre (RVRC)

Job description

Job Title: Alarm Receiving Centre Manager

Hours: Full-time, 40 hours per week, with flexibility to support a 24/7 operation

Contract Type: Permanent

Reporting to: Profit Improvement & Co-op Secure Response Officer

Team: Co-op Secure Response (CSR)

About the Role

Great security operations need great people leadership. Could you be the person to lead ours?

We're looking for an experienced and people-focused ARC Manager to join Co-op Secure Response (CSR), part of Co-op Secure Response.

Our accredited Alarm Receiving Centre (ARC) and Remote Video Response Centre (RVRC) provide professional security monitoring services around the clock, helping protect people, properties and businesses across a range of sectors.

This is an exciting opportunity to lead and develop a specialist security operation, creating a positive working environment where colleagues feel supported, empowered and accountable for delivering exceptional service.

We're looking for more than technical security expertise. We want someone who understands how to get the best out of people, build strong teams and drive meaningful improvements.

If you're an experienced leader who enjoys developing others and making a real difference, we'd love to hear from you.

What You'll Be Doing

• Lead, motivate and develop colleagues across our ARC and RVRC operations, creating a positive and accountable team culture.
• Manage colleague performance, attendance, wellbeing and development through effective coaching, feedback and regular conversations.
• Oversee workforce planning, staffing arrangements and operational resources to maintain effective 24/7 service delivery.
• Monitor operational performance, service standards and customer requirements, identifying opportunities for continuous improvement.
• Maintain compliance with relevant security industry standards, accreditation requirements and internal procedures.
• Support Senior Operators in developing their leadership capabilities and maintaining consistent operational standards.
• Provide management oversight across different working patterns, including appropriate escalation and support during significant incidents.

This is a people management-focused position, rather than a routine operational shift role, giving you the opportunity to concentrate on developing colleagues and strengthening the overall performance of the service.

What You'll Need

• Proven experience managing and developing colleagues, including performance management, coaching and colleague wellbeing.
• Experience within an Alarm Receiving Centre, Remote Video Response Centre or comparable monitored security environment.
• Strong leadership and communication skills, with the confidence to motivate, support and challenge colleagues constructively.
• Experience of workforce planning, resource management and maintaining operational coverage.
• A sound understanding of security monitoring, incident management and escalation procedures.
• Knowledge of relevant security industry standards, compliance and quality assurance.
• The ability to analyse operational performance, identify improvements and make informed decisions.
• Strong organisational and problem-solving skills, with the flexibility to support a continuous operation.
• Experience supporting industry accreditation or SSAIB audits would be advantageous.
• A valid SIA CCTV Licence is desirable but not essential.

Why Join Us?

At East of England Co-op, we're proud to be a business that puts people at the heart of what we do.

Through Co-op Secure Response, we combine specialist security expertise, innovative monitoring technology and a commitment to delivering dependable services that protect our customers and their businesses.

As ARC Manager, you'll have the opportunity to make a genuine impact, shaping the way our operation performs, developing the people behind our services and contributing to the continued success of a growing security business.

You’ll be joining an organisation that believes in doing the right thing, working stronger together and creating a place for people to grow.