Operations Controller

Schools’ Choice; Colchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in security services seeks an Operations Controller for its Colchester location. This role requires managing incoming communications and ensuring effective security operations while adhering to company policies. The ideal candidate will possess strong organizational and customer service skills, contributing to a positive client experience and operational efficiency.

Benefits

Recognition for sustainability initiatives

Commitment to positive impact on the community

Qualifications

• Experience in Helpdesk, Call Centre, or Control Room operations preferred.
• Proficient in Microsoft Office and other software.
• Ability to manage multiple tasks effectively under pressure.

Responsibilities

• Answer incoming calls and monitor emails in the Operations Control Room.
• Manage security services and compliance with company policies.
• Monitor CCTV and respond to alarms per procedures.

Skills

Organisational skills

Communication

Customer Service

Attention to detail

Teamwork

Problem-solving

Tools

Microsoft Office

Electric Database Systems (TrackTik, Chase)

Job description

JOB DESCRIPTION - Operations Controller

Location: Colchester, Essex

Working Hours: 42 hours on average over 17 weeks, including a mixture of days, nights, and weekends

Reporting To: Lead Operations Manager

Main Duties and Responsibilities

The main purpose of the Operations Controller is to be the first point of contact for incoming phone calls and emails within Oakpark Security.

Your primary responsibilities will include:

1. Answering incoming calls in the Operations Control Room and taking appropriate actions.
2. Monitoring and responding to emails in the central email box, ensuring customer SLAs are met.
3. Providing security services aligned with customer requirements.
4. Maintaining professionalism and adhering to company policies and procedures.
5. Possessing and displaying a valid SIA licence relevant to your sector while on duty.
6. Managing Electric Database Systems such as TrackTik and Chase, and producing shift handover documentation.
7. Ensuring health and safety through effective use of Lone Worker Monitoring and vehicle tracking systems.
8. Monitoring CCTV cameras and alarms, responding as per procedures.
9. Understanding escalation procedures and knowing when to escalate or handle issues locally.
10. Reporting incidents outside your experience to the Duty Manager and following up on actions.
11. Conducting daily equipment checks and escalating faults.
12. Compiling reports on incidents and other activities as required.
13. Maintaining accurate records and ensuring compliance with employment terms.
14. Representing Oakpark Security positively at all times.
15. Building effective relationships with clients, colleagues, and stakeholders.
16. Completing all required training and compliance activities.
17. Assisting the Operations Resourcer and covering calls if needed.

Special Conditions

Ensure compliance with statutory and organisational policies, including GDPR, health and safety, and equality and diversity policies. Promote the welfare of vulnerable groups and maintain confidentiality.

Customer Care

Engage proactively with key client contacts to meet their expectations.

Financial Responsibilities

This role does not include authority for financial approvals or commitments.

General Accountabilities and Responsibilities

Ensure compliance with legislation, policies, and procedures. Maintain confidentiality of all information. Promote health and safety. Perform other duties as required, with flexibility regarding hours and tasks.

About You

• Experience in Helpdesk, Call Centre, or Control Room operations preferred.
• Proficient in Microsoft Office and other software.
• Strong organisational skills and ability to meet deadlines.
• Attention to detail and ability to follow processes accurately.
• Excellent communication and customer service skills.
• Ability to build relationships and work well in a team.
• Positive attitude and professionalism under pressure.
• Highly motivated individual.

Why Join Us?

Join a company awarded the 2025 King's Award for Enterprise in Sustainable Development, recognized nationally for excellence and sustainability. Be part of an organization committed to making a positive impact on people, stakeholders, and the planet.