Operations Centre Team Leader

Northern Security Ltd; Carlisle; On-site; GBP 17,000 - 24,000; Full time

Benefits offered by this job

Full training

28 days holiday (pro rata including /-

Company contributory pension scheme

Real opportunities to progress

Job summary

Northern Security Ltd in Carlisle is seeking an Operations Centre Team Leader to keep security services running smoothly. You will lead a team of Operations Coordinators across day and night shifts and report to the Operations Manager.

The role involves planning rotas for 200+ officers, coordinating incidents with emergency services, and training new coordinators. Full training and a clear progression path are provided.

Qualifications

• Experience leading or supervising a team in a busy environment.
• Experience with rotas, shift planning or workforce scheduling.
• Calm, decisive, and confident in handling difficult situations.
• Highly organised with strong attention to detail.
• Excellent communication skills with officers, clients and emergency services.
• Good IT skills, particularly Excel, Outlook and Teams.
• Understanding of data protection and confidentiality.

Responsibilities

• Lead and coach Operations Coordinators across day and night shifts.
• Be first point of escalation for incidents and staffing issues.
• Coordinate incident responses and liaise with emergency services.
• Plan rotas for 200+ security officers and manage leave.
• Utilise flexible zero-hours officers where possible.
• Maintain logs, spot trends and raise issues to management.
• Help recruit, onboard and train new coordinators and ensure compliance.
• Ensure data protection and industry standards are followed.
• Report faults with control room systems and equipment.

Skills

Team leadership

Scheduling/rota planning

Calm under pressure

Organised

Communication skills

Data protection awareness

Tools

Excel

Outlook

Teams

Job description

£15 per hour (£33,150 per year)

42.5 hours per week, Monday to Friday days, with some evening, night and weekend cover

Based in our Carlisle office

No Security Experience Needed, Full Training ProvidedHave you led a busy team where the phones never stop and plans change by the hour? Do you stay calm when things go wrong and enjoy getting the best out of people? If so, we would love to hear from you.

£15 per hour (£33,150 per year)

42.5 hours per week, Monday to Friday days, with some evening, night and weekend cover

Based in our Carlisle office

No Security Experience Needed, Full Training ProvidedHave you led a busy team where the phones never stop and plans change by the hour? Do you stay calm when things go wrong and enjoy getting the best out of people? If so, we would love to hear from you.

This role could be a great fit if you have worked as a:

• Contact Centre or Customer Service Team Leader. You have led a team on a busy phone line, kept service standards high, and coached people to be at their best.
• Industrial or Temp Recruitment Branch Manager or Senior Consultant. You know how to fill a lot of shifts every week, deal with no-shows, and keep clients happy when plans change at short notice.
• Shift Supervisor or Team Leader in logistics, manufacturing or facilities management. You are used to leading a shift, planning resource, and keeping things running when people do not turn up.
• Emergency Services or Dispatch professional. You know how to take control of an incident and make the right call under pressure.

You do not need a security background. We will train you on our systems and procedures.

We are looking for an Operations Centre Team Leader to keep our security services running smoothly. All of our Operations Coordinators, across both day and night shifts, will report to you. Reporting to the Operations Manager, you will be the go-to person when incidents happen or shifts need covering. As the business grows, there will be real opportunities to develop with us.

We work with a wide range of clients across the North of England to keep people, properties and businesses safe. Our control room runs 24/7, coordinating our services and keeping our security officers safe while they are on shift. Our team is the heart of everything we do. We believe in treating our people well, supporting their growth, and creating a workplace that is inclusive and fair. From our control room to our mobile response units, we work around the clock to deliver a high standard of service.

What you will be doing

• Leading, supporting and coaching our Operations Coordinators across day and night shifts, including one to ones, performance and absence, making sure the control room runs smoothly 24/7
• Being the first point of escalation for incidents and staffing issues, and escalating to the Operations Manager where needed
• Coordinating responses to incidents, including liaising with the emergency services when required
• Planning and maintaining rotas for 200+ security officers, and arranging cover for leave, sickness and short notice changes
• Making the best use of our flexible workforce, including zero-hours officers
• Keeping accurate logs and records, spotting trends and recurring issues, and raising them with the Operations Manager
• Following, and helping to improve, our procedures and emergency response processes
• Helping to recruit, onboard and train new coordinators, and tracking training so the team stays compliant
• Making sure the team follows data protection and industry standards
• Reporting any faults with control room systems and equipment

What we are looking for

• Experience leading or supervising a team, ideally somewhere busy and fast-paced
• Experience of rotas, shift planning or workforce scheduling
• Calm, decisive and confident in handling difficult or critical situations
• Highly organised, with strong attention to detail
• Excellent communication skills, with the confidence to deal with officers, clients and the emergency services
• Good IT skills, particularly Excel, Outlook and Teams
• An understanding of data protection and confidentiality

It would be advantageous if you also have:

• Experience in a security, control room or emergency dispatch environment
• An SIA licence

You will need to be

• Flexible to cover some evenings, nights and weekends to support the team
• Able to provide a 5 year checkable work history for BS7858 screening

What we offer

• Full training
• 28 days holiday (pro rata including bank holidays)
• Company contributory pension scheme
• Real opportunities to progress as the business grows

We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.