CCTV Operator - Shopping Centre Environment - Average 42 hours per week - Days & Nights

CIS Security Ltd; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading security solutions provider in the UK is seeking a CCTV Controller to manage operational requirements and maintain high standards of security. You'll monitor CCTV systems, respond to incidents, and ensure exceptional customer service in a dynamic environment. The ideal candidate will possess SIA CCTV and Door Supervisor Licences and have previous experience in a similar role. This position offers competitive benefits, including a healthcare plan and opportunities for career development.

Benefits

Health care plan (HSF)

Perk Box - discounts & offers

Cycle to work scheme

Tailored Site Uniform

First class training

Career development opportunities

Long service & Employee Recognition awards

Qualifications

• SIA CCTV Licence and Door Supervisor Licence required.
• CCTV security experience is essential for the role.
• Excellent understanding of access control and CCTV systems.

Responsibilities

• Monitor CCTV systems and manage control room operations.
• Complete all incident and accident reports during the shift.
• Deliver exceptional customer service to customers and visitors.
• Respond to fire panel system and manage emergencies.

Skills

CCTV security experience

Excellent written and verbal communication

Customer service skills

Excellent PC skills and Microsoft knowledge

Ability to think and act quickly in emergencies

Education

SIA CCTV Licence

SIA Door Supervisor Licence

Job description

Overview

The CCTV Controller is responsible for managing the operational requirements of each shift in alignment with customer expectations and contractual obligations. This role is central to maintaining consistently high standards of security, safety, and customer service throughout the site. You\'ll be expected to respond swiftly to incidents, coordinate with on-site teams, and ensure the smooth running of daily operations in a dynamic and fast-paced setting.

Responsibilities

• Monitor CCTV systems effectively and manage control room operations.
• Maintain accurate logs and key monitoring entries in the MyTag electronic daily occurrence book.
• Complete and escalate all incident and accident reports during the shift.
• Manage access control for buildings, car parks, loading bays, and deliveries using HVM blockers and gate barriers.
• Assist customers with car park access and payment transactions.
• Supervise contractors to ensure they operate within the scope of their work permits.
• Deliver exceptional customer service to all customers and visitors.
• Supervise floor staff and ensure patrols and operational procedures are completed on time.
• Operate and respond to the fire panel system and manage emergency situations effectively.
• Ensure all decisions align with the centre\'s standards of performance and ethics.
• Investigate incidents and complaints from customers, visitors, and staff.
• Write accurate reports of incidents and suggest appropriate resolutions.
• Support managers in maintaining safe working practices across the centre.
• Handle serious issues and antisocial behaviour professionally.
• Follow all operational policies, procedures, and Assignment Instructions.
• Participate in all required training including first aid, fire awareness, and role-specific development.
• Manage lost property in line with site policy and procedures.
• Provide information services to customers and visitors.
• Care for lost children until reunited with parents or guardians.
• Collaborate with managers, housekeeping, and operations teams on customer service issues.

Qualifications

• SIA CCTV Licence required.
• SIA Door Supervisor Licence required.
• CCTV security experience required.
• Excellent PC skills and Microsoft knowledge required.
• Experience of working in a demanding, high-pressure environment.
• Excellent understanding of access control & CCTV systems.
• Customer focused, with a strong knowledge of customer service skills.
• Demonstrate a strong aptitude for multi-tasking.
• Excellent written and verbal communication.
• Self-motivated and able to work on own initiative.
• Team player, who will support colleagues and provide ideas to improve service delivery.
• Ability to think and act quickly in emergency incidents or under pressure.

Benefits

• Health care plan (HSF)
• Perk Box (HSF) - discounts & offers from cinema tickets to days out
• Cycle to work scheme
• Tailored Site Uniform
• First class training allowing you to develop your skills
• A view for career development
• Long service & Employee Recognition awards
• And much more!!

And a globally recognised Security Solutions Specialist delivering service excellence, to our Customers, Colleagues, and Communities. CIS is an independently owned business providing professional security solutions across the UK and Ireland. Our people are at the heart of everything we do. They have a sense of belonging and togetherness that manifests itself in operational excellence and world-class customer service. CIS Security is a multi-award-winning company, recently being awarded World\'s Happiest Workplace in 2025.