Control Room Team Manager (Enfield)

The Keyholding Company; Greater London; On-site; GBP 36,000; Full time

Job summary

A leading security service provider in Greater London seeks a Control Team Manager to lead its 24/7 Control Room team. The role includes managing operations, ensuring compliance with guidelines, and driving performance through tech-driven solutions. Ideal candidates will have significant experience in customer service management and proven people management skills. This full-time position offers a competitive salary and excellent growth opportunities.

Benefits

Salary of £36,000 per annum

4 on & 4 off shift pattern

Internal training and development opportunities

Pension scheme and health cash scheme

Social events and exercise club

Qualifications

• At least 3 years' experience in call centre or customer service management.
• Proven people management experience with the confidence to lead and coach.
• Excellent organisational and time management skills.

Responsibilities

• Manage workflow in the department to meet SLA's.
• Ensure compliance with guidelines during all licensable activities.
• Develop and deliver performance reporting for the team.

Skills

Customer service management

Strong communication skills

People management

Organisational skills

Analytical skills

Tools

Cloud-based technology

Job description

We're now looking for an enthusiastic and people-focused Control Team Manager to lead and inspire our dedicated 24/7 Control Room team. Sitting at the heart of our Service Delivery function, the Control Room ensures every job we deliver across the UK runs seamlessly, 24 hours a day. As the Control Team Manager, you'll play a key role in driving performance, developing our Service Specialists, and implementing tech‑driven solutions to enhance the quality and efficiency of our service. As the manager of a 24/7 team, you'll thrive in a fast‑paced environment where no two days are the same. This role may occasionally require flexibility to work outside core hours, depending on business needs. You'll report to the Head of Control, working closely together on the strategy and management of our Service Specialists, who are supported by a team of four Shift Supervisors. Our Control team handle client enquiries around the clock, by phone, email, and live chat – coordinating services through our bespoke in‑house system. We're looking for a confident, proactive, and people‑driven manager who enjoys leading from the front and supporting an expanding team within a growing business.

Responsibilities

• Managing the work coming into the department, ensuring that it is effectively prioritised by the team to meet both internal and external SLA's. You will also be responsible for analysing the inbound volumes to ensure we are effectively resourced 24/7
• Responsible for all licensable activity occurring within the Control Room whilst on shift, ensuring Service Specialists adhere to guidelines and processes set out by the business and the licensing authority
• You will need to develop and deliver reporting on the performance of the department and should be confident in presenting reports internally
• Improving the performance of the team through analysing their output whilst ensuring that we maintain the highest possible standards. You will be responsible for completing regular quality assessments and 1-2-1s with the operatives, setting them targets and delivering appropriate feedback
• You will be the escalation point for the team and other departments for complaints and will be expected to set the standard in customer service when resolving these
• Responsible for developing and implementing tech-driven solutions for our clients. You will be the voice of the department as you work alongside other teams to deliver projects for the business and as such being able to build positive relationships with other internal teams will be very beneficial
• You will have shared responsibility for the delivery of training across the department
• You will line manager a team, being responsible for all People related matters and processes
• You will be required to support the team to achieve department goals, ensuring all key deliverables are met on a regular basis
• You will be required to support the account management team in client meetings and therefore must be confident presenting data and issue resolutions to clients
• Identify and participate in continuous improvement initiatives to further enhance the digital transformation of the business

Qualifications

• At least 3 years' experience in call centre or customer service management
• An SIA CCTV Operator or Non-Front Line SIA Licence (desirable).
• Experience using cloud-based technology.
• Strong communication skills — confident presenting, adapting your approach to different audiences, and staying calm under pressure
• Proven people management experience with the confidence to lead, coach, and have challenging conversations
• Excellent organisational and time management skills, with the ability to work independently and meet deadlines
• A proactive mindset, self‑motivation, and sound decision‑making skills

Equity, Diversity, and Inclusion matters to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us. Proud member of the Disability Confident employer scheme. Disability Confident about Disability Confident. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

Benefits

• Salary of £36,000 per annum, on a fulltime and permanent contract of employment
• Excellent work life balance working on a 4on & 4off shift pattern (You must be available for both days 07:00-19:00 & nights 19:00 shifts)
• We offer internal training and development opportunities, all done in an excellent working environment
• Benefit from personalised career development plans through our My TKC Journey initiative
• Auto‑enrolment into our salary sacrifice pension scheme, 24/7 confidential Employee Assistance Program, and a voluntary health cash scheme starting at £1 per week
• Regular social events, monthly team days, and an exercise club to keep you connected and active
• Opportunity to make a real difference in a position of real responsibility!