Control Room Operator

Mitie Group plc.; Greater London; On-site; GBP 18,000 - 26,000; Full time

Job summary

Mitie Group plc. on the TfL Transport for London account seeks permanent Day and Night Controllers to support site-based officers across London locations. The role operates on a 4 on 4 off night shift, ensuring site compliance, incident management, and health and safety adherence.

The Controller will work with the Control Room Supervisor to maintain high security standards, generate incident reports, and liaise with emergency services as required. Training and vetting requirements apply.

Qualifications

• Medical assessment including standalone drug and alcohol testing.
• Minimum two years' control room experience.
• Five years of documented work history to satisfy vetting requirements.
• Valid SIA licence.
• Proficiency in Microsoft Office applications.
• Strong report writing capabilities.
• Ability to learn various systems and apply training effectively.
• Ability to maintain professional relationships whilst exercising managerial responsibility.
• Utilise technology to achieve key work objectives and develop professional expertise.
• Responsibility for ensuring licence renewal 16 weeks prior to expiry.

Responsibilities

• Maintain knowledge of equipment required for service delivery, especially CCTV, access control, and incident management systems.
• Respond promptly to incidents at client premises and prepare incident reports.
• Demonstrate understanding of escalation procedures for incidents via CCTV and other systems.
• Familiarity with assignment instructions, policies and site documentation.
• Ensure reporting standards are met within agreed timescales as per SOPs.
• Keep up-to-date with relevant legislation (DSE, GDPR, CCTV Code of Practice).
• Liaise daily with control room and site-based security teams.
• Coordinate with emergency services as required.
• Execute duties professionally and effectively at all times.
• Arrive punctually for shifts to ensure proper handover of duties.

Skills

Security experience

SIA licence

MS Office competence

Report writing

Two years control room experience

Five years work history

Licence renewal management

System interrogation CCTV

Tools

CCTV systems

Access control systems

Incident management systems

Job description

We are pleased to offer an excellent opportunity to work on the established and prestigious Transport for London account, operating across multiple London locations. The London Underground contract operates on a 24/7, 365-day basis and requires both permanent Day and permanent Night Controllers to support site-based officers in delivering exceptional service to client premises and occupiers. This position plays a critical role in developing and implementing contract strategy, ensuring agreed objectives are consistently met and exceeded. The Controller will collaborate closely with the Control Room Supervisor to maintain effective site compliance through comprehensive oversight of the operational site-based team, ensuring excellence in all aspects of physical security, incident management, and health and safety.

• The position requires a 4 on 4 off night shift pattern.
• Pay rate £16.14 per hour.
• The role includes an Oyster card providing travel within the TfL area, both on and off duty.

Principal Responsibilities

• Maintain comprehensive knowledge of all equipment required for service delivery, particularly CCTV systems, access control systems, and patrol and incident management systems.
• Ensure prompt and appropriate response to incidents at client premises in accordance with company procedures and contractual requirements, including the preparation of incident reports.
• Demonstrate thorough understanding of escalation procedures for incidents through CCTV and other support systems.
• Maintain familiarity with all assignment instructions, policies, procedures, and site-specific documentation.
• Ensure all reporting standards and requirements are delivered within agreed timescales as per standard operating procedures.
• Maintain current knowledge of all relevant legislation required for the role, including DSE, GDPR, CCTV Code of Practice, etc.
• Liaise with control room colleagues and site-based security teams on a daily basis to discuss operational requirements.
• Liaise with emergency services as required.
• Execute duties and assigned tasks with professionalism and effectiveness at all times.
• Arrive punctually prior to shift commencement to ensure comprehensive handover and takeover of duties.

Competencies

Mandatory Requirements

• Medical Assessment (including standalone drug and alcohol testing)
• Previous security experience (including minimum two years' control room experience)
• Five years of documented work history to satisfy vetting requirements
• Valid SIA licence
• Proficiency in Microsoft Office applications
• Strong report writing capabilities
• Ability to learn various systems and apply acquired knowledge and training effectively
• Ability to maintain professional relationships whilst exercising managerial responsibility
• Utilise technology to achieve key work objectives and develop professional expertise through continuous professional development
• Responsibility for ensuring licence renewal 16 weeks prior to expiry

Essential Skills and Attributes

• Excellent timekeeping and reliability
• Ability to work effectively under pressure and adapt to evolving situations
• Strong teamwork ethic and excellent communication skills
• Professional presentation and appearance
• Operational experience with CCTV and access control systems
• Accurate recording of information and experience in managing incidents and emergency situations
• Proactive approach to responsibilities
• Ability to follow instructions and adhere to established processes
• Competence in interrogating CCTV footage for investigative purposes

Desirable Qualifications and Skills

• CCTV licence - Public Space Surveillance Awareness
• Comprehensive understanding of GDPR regulations
• Flexible and adaptable approach
• Ability to interpret basic map locations and utilise What3Words location finder

Following successful completion of both the medical assessment and WSI, a conditional offer of employment will be issued.

• The Vetting Team will subsequently conduct the required background and security checks.
• Failure to pass screening will result in withdrawal of the conditional employment offer.
• Depot Track Awareness (DTA)
• Following completion of the WSI, candidates will attend the Depot Track Awareness course within the first three months of the probationary period.
• This course must also be successfully completed.

Assessment Requirements

• Candidates are permitted up to three attempts to pass both the WSI and DTA courses.
• Failure to pass within three attempts will result in withdrawal of the employment offer.