CMC Operation Manager

Corps Security; Paisley; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

25 Days annual leave per annum

Company sick pay scheme

Digital GP & Medicash Scheme

Excellent Company Pension Scheme

Death in Service - 3x salary

Enhanced Family Leave Pay

High staff discounts & rewards scheme

Recruitment bonus scheme

New business lead scheme

Employee Assistance Programme

Job summary

Corps Security in the United Kingdom is seeking an experienced Alarm Receiving Centre (ARC) Operations Manager to lead 24/7 monitoring, incident response and customer service. You will drive regulatory compliance, performance and continuous improvement across the ARC and ensure dependable service for our clients.

You will manage the ARC team, schedules, budgets and relationships with customers and stakeholders, maintaining high standards, vetting to BS7858, and upholding GDPR and information

Qualifications

• Strong knowledge of Alarm Receiving Centre operations, incident management & customer service delivery.

Responsibilities

• Manage the Alarm Receiving Centre, ensuring contractual, regulatory and service standards
• Lead the 24/7 Control Room team
• Manage staffing, rotas and resources
• Ensure alarms, incidents and enquiries are handled and escalated
• Maintain procedures, protocols and reporting
• Monitor KPIs, performance and service quality
• Develop colleagues through coaching, training and performance management
• Escalation point for operational issues and complaints
• Build relationships with customers, suppliers, emergency services and stakeholders
• Ensure compliance with SIA requirements, GDPR, information security and company policies
• Maintain records, audits and documentation
• Support cybersecurity, business continuity and disaster recovery
• Promote Health & Safety, equality, diversity and inclusion
• Manage budgets and operational costs

Skills

ARC operations

Team leadership

KPIs & SLAs

Budget management

Regulatory compliance

BS7858 vetting

Analytical planning

Communication

Tools

Monitoring systems

Reporting systems

Job description

Who are we?

Founded in 1859, The Corps of Commissionaires Management Limited, now Corps Security, was a business initially built to provide employment for ex-servicemen on return from the Crimean War.

By sticking true to our values of ‘loyalty, integrity, service’, we have become the UK’s most established and respected specialist security services provider.

Who are we looking for?

To lead the safe, compliant and effective operation of the Alarm Receiving Centre, ensuring reliable 24/7 monitoring, incident response, data processing and customer service. The role manages the operational team, maintains regulatory and contractual standards, drives performance and continuous improvement, and strengthens customer and stakeholder confidence.

You will be working 45 hours per week Monday to Friday from 08:00 - 17:00pm. 1x day will have a later start/finish)

What we offer:

We are a recognised Real Living Wage Foundation partner and Social Enterprise. We offer a wide range of industry leading benefits, including:

• 25 Days annual leave per annum
• Company sick pay scheme
• Access to Digital GP & Medicash Scheme *subject to conditions*
• Excellent Company Pension Scheme
• Death in Service - 3x salary (subject to company pension enrolment, upon completion of probationary period)
• Enhanced Family Leave Pay
• High staff discounts & rewards scheme
• Recruitment bonus scheme
• New business lead scheme
• Employee Assistance Programme

What you will need:

• Strong knowledge of Alarm Receiving Centre operations, incident management & customer service delivery
• Proven ability to lead, motivate & develop teams in a 24/7 operational environment
• Experience managing KPIs, SLAs and operational objectives
• Strong analytical, planning, organisational & problem-solving skills
• Excellent written & verbal communication
• Confident use of monitoring, reporting and business systems
• Commercial awareness with the ability to manage budgets and resources effectively
• Able to achieve vetting to BS7858 Standards

What are you going to do:

• Manage the Alarm Receiving Centre, ensuring contractual, regulatory and service standards
• Lead the 24/7 Control Room team
• Manage staffing, rotas and resources
• Ensure alarms, incidents and enquiries are handled and escalated
• Maintain procedures, protocols and reporting
• Monitor KPIs, performance and service quality
• Develop colleagues through coaching, training and performance management
• Escalation point for operational issues and complaints
• Build relationships with customers, suppliers, emergency services and stakeholders
• Ensure compliance with SIA requirements, GDPR, information security and company policies
• Maintain records, audits and documentation
• Support cybersecurity, business continuity and disaster recovery
• Promote Health & Safety, equality, diversity and inclusion
• Manage budgets and operational costs

Diversity is important to Corps Security; we believe that each individual has unique talents to contribute to the business. We believe that creating an inclusive environment in which individuals are valued is fundamental to our business success and we are committed to working towards achieving this.

Corps Security adheres to the principles of Equal Employment Opportunities (“EEO”) benefits both the Company and its colleagues. EEO assists colleagues to develop to their full employment potential while the Company benefits from having a diverse, inclusive, and enthusiastic workforce.

Corps Security is committed to providing support to members of the armed forces, veterans and their families which is set out in the Armed Forces Community Covenant. Veterans are guaranteed an interview where their previous employer was the armed forces and who meet the minimum requirements for the position.

Under the current data protection legislation, we are required to notify you, as a candidate for employment with Corps Security, of certain information. Please go to our website www.corpssecurity.co.uk - ‘career’ section and familiarise yourself with the Privacy Notice (Recruitment). Please ensure you are happy with the content, before applying for one for our jobs.