Operations Controller

The Methodist Church in Britain; England; On-site; GBP 24,000 - 34,000; Full time

Job summary

Oakpark Security Systems, part of Vertas Group, seeks a Relief Operations Controller for its Operations Control Room. You will handle calls, monitor CCTV/alarms, and respond to incidents at client sites, with days and nights shifts and cover for absent colleagues.

A valid SIA licence and UK right to work are essential; experience in control room/helpdesk is a plus. Role involves maintaining procedures, reporting, and ensuring client SLAs are met while supporting a professional security

Qualifications

• Valid SIA licence displayed clearly on duty.
• Right to work in the UK.
• Experience in control room or helpdesk is advantageous.

Responsibilities

• Answer calls into the Operations Control Room and take appropriate action.
• Monitor and respond to emails in the central mailbox.
• Watch CCTV and alarms and respond per procedures.
• Escalate incidents and inform the Duty Manager as needed.
• Meet client SLAs and ensure security aligned with client requirements.
• Maintain control room systems and produce shift handover documents.
• Use Lone Worker and vehicle tracking systems to protect staff.
• Carry out daily equipment checks and report faults.
• Prepare daily/weekly/monthly incident reports.

Skills

Customer service

Communication

Time management

Microsoft Office

Education

SIA licence

Tools

TrackTik

Chase

Job description

This relief Operations Controller post sits in the Security Services team at Oakpark Security Systems, part of Vertas Group, and runs from its Operations Control Room. The work centres on answering and actioning calls and emails, monitoring CCTV and alarms, and responding to incidents at client sites. Shifts mix days and nights, and the role covers for absent colleagues when call-offs arise. Candidates need a valid SIA licence and the right to work in the UK, with control room or helpdesk experience an advantage.

What the job involves

• Answer incoming calls into the Operations Control Room and action them as required
• Monitor and action emails in the centralised Operations Control Room mailbox
• Monitor CCTV cameras and alarms and respond in line with procedures
• Respond to incidents, escalating under procedure and reporting any beyond your experience to the Duty Manager
• Meet customer SLAs and provide security in line with each client's requirements
• Maintain control room systems such as TrackTik and Chase and produce detailed shift handover documents
• Use Lone Worker Monitoring and vehicle tracking systems to protect mobile and site-based colleagues
• Carry out daily equipment checks and escalate faults to the service partner or customer
• Compile daily, weekly and monthly reports and timely, high-quality incident reports
• Cover immediate call-offs with a suitably trained officer when the Operations Resourcer is absent, and assist the Operations Resourcer
• Act professionally and maintain effective relationships with clients, colleagues, suppliers and partners
• Complete training and comply with company policies on vehicles, equipment and PPE, and keep up professional development

Registration & licences

• Valid SIA licence relevant to the sector, displayed clearly on duty

Skills & knowledge

• Computer literacy with Microsoft Office and bespoke software packages
• Strong organisational and time-management skills to coordinate multiple priorities to tight deadlines
• Ability to follow detailed processes accurately
• Strong communication and customer service skills
• Ability to build and maintain relationships within a strong teamwork ethic
• Positive attitude and ability to handle pressure professionally

Checks & eligibility

• Right to work in the UK

Other

• Passion for security and customer service

Nice to have

• Experience in helpdesk, call centre or control room operations