Lead Control Room Operator

Mitie Cleaning & Hygiene Services; Norwich; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Flexible benefits platform

Virtual GP

Salary Finance

MiDeals platform

Cycle-to-work

Life cover

Job summary

Mitie Cleaning & Hygiene Services is seeking an experienced Lead Control Room Operator to join our National Security Operations Room (NSOR) supporting a high-profile corporate client. This is a 24/7 role requiring calm under pressure and robust incident management.

You will monitor CCTV, access control, alarms and security platforms, coordinate responses, and produce intelligence reports while liaising with sites, contractors and emergency services.

Qualifications

• Experience in a CCTV Control Room, Security Operations Centre (SOC), or similar security operations environment.
• Strong incident management, decision-making, and problem-solving skills.
• Experience operating CCTV, access control, alarm monitoring, and security management systems.
• Good computer literacy with the ability to work across multiple applications simultaneously.
• Ability to assess risk, prioritise information, and remain effective under pressure.
• Strong awareness of current security threats and emerging risks.

Responsibilities

• Monitor CCTV, access control, alarm systems, and security platforms, ensuring timely and appropriate responses.
• Respond to and manage security, safety, and business continuity incidents in line with procedures.
• Assess and respond appropriately to alarms, incidents, and service requests.
• Monitor the security threat environment, geopolitical developments, protest activity, travel-related risks, and emerging threats, escalating where appropriate.
• Act as an operational escalation point for incidents.
• Produce operational reports, including travel disruption and situational awareness updates.
• Monitor VIP and business-critical travel activity, including flight tracking and welfare monitoring where required.
• Liaise with security teams, sites, contractors, and emergency services to support incident resolution.
• Monitor lone worker and emergency notification systems.
• Maintain accurate logs, incident reports, and handovers.
• Conduct routine system checks and report faults or performance issues.

Job description

Better places, thriving communities.

We are seeking an experienced and proactive Lead Control Room Operator to join our National Security Operations Room (NSOR), supporting a high-profile corporate client.

This is more than a traditional CCTV role. As part of a critical 24/7 security operation, you will maintain situational awareness, manage incidents, monitor emerging threats, coordinate responses, and support business continuity activities across a national operation.

The role requires strong computer literacy and the ability to confidently work across multiple systems and applications simultaneously in a fast-paced environment.

Key Responsibilities

• Monitor CCTV, access control, alarm systems, and security platforms, ensuring timely and appropriate responses.
• Respond to and manage security, safety, and business continuity incidents in line with procedures.
• Assess and respond appropriately to alarms, incidents, and service requests.
• Monitor the security threat environment, geopolitical developments, protest activity, travel-related risks, and emerging threats, escalating where appropriate.
• Act as an operational escalation point for incidents.
• Produce operational reports, including travel disruption and situational awareness updates.
• Monitor VIP and business-critical travel activity, including flight tracking and welfare monitoring where required.
• Liaise with security teams, sites, contractors, and emergency services to support incident resolution.
• Monitor lone worker and emergency notification systems.
• Maintain accurate logs, incident reports, and handovers.
• Conduct routine system checks and report faults or performance issues.

What We're Looking For

• Experience in a CCTV Control Room, Security Operations Centre (SOC), or similar security operations environment.
• Strong incident management, decision-making, and problem-solving skills.
• Experience operating CCTV, access control, alarm monitoring, and security management systems.
• Good computer literacy with the ability to work across multiple applications simultaneously.
• Ability to assess risk, prioritise information, and remain effective under pressure.
• Strong awareness of current security threats and emerging risks.

This role is ideal for an experienced control room professional seeking greater responsibility within a fast-paced security environment, where sound judgement, situational awareness, and effective incident management directly contribute to protecting people, assets, reputation, and business operations.

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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