Security Control Centre Operator

Mitie; Craigavon; On-site; GBP 15,000 - 22,000; Full time

Job summary

Mitie is seeking a Security Control Centre Operator for its Craigavon area to monitor alarms, respond to incidents and support 24/7 operations. The role requires vigilance, calm decision-making and strong communication across internal teams and emergency services.

Training will be provided to enable confident handling of CCTV, BWC requests and service events. Working patterns are shift-based to ensure continuous coverage, including days, nights, weekends and bank holidays.

Qualifications

• Calm under pressure with clear decision-making in fast-moving environments.
• Strong attention to detail and accurate incident recording.
• Confident in communicating by phone, radio, email and systems with stakeholders.
• Willingness to work shift-based, 24/7 coverage and on-call requirements.
• Demonstrates professionalism and handling of sensitive information.

Responsibilities

• Monitor and respond to alarm activations (intruder, fire, panic, lone worker) per procedures.
• Support 24/7/365 SCC coverage as part of a shift-based team (days, nights, weekends, holidays).
• Follow workflows to assess incidents, log details, escalate as needed and ensure timely responses.
• Provide professional support to site teams, security officers, and emergency services.
• Manage service requests and ensure accurate information passes to the right team.
• Support CCTV and Body-Worn Camera requests with secure handling and logging.
• Maintain auditable records of actions during incidents and events.
• Contribute to meeting service performance including alarm response and customer service standards.
• Escalate risks or issues to supervisors promptly and professionally.
• Collaborate with colleagues to ensure resilience and smooth handovers.

Skills

Calm under pressure

Attention to detail

Communication skills

Shift work

Discretion and confidentiality

Job description

Role: Security Control Centre Operator Pay Rate:£13.45 p/h Uplifts apply to unsociable hours workedLocation: Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK Working Pattern: Monday to Friday 5pm-1am

Role Purpose

The Security Control Centre Operator plays a key role in supporting the safety, security and resilience by monitoring alarms, responding to incidents, managing service requests and supporting operational activity across a 24/7/365 environment. The role requires vigilance, professionalism, strong communication skills and the ability to remain calm and focused when responding to time-critical events.

Key Responsibilities

• -Monitor and respond to alarm activations, including intruder, panic, fire, lone worker and other security-related events in line with agreed procedures and escalation routes.
• -Support the delivery of continuous 24/7/365 SCC coverage by working as part of a shift-based operational team, including days, nights, weekends and bank holidays where required.
• -Follow system-driven workflows to assess incidents, record accurate details, escalation appropriately and ensure timely responses to alarms and service events.
• -Provide professional support to key stakeholders, site teams, security officers, integrator teams, emergency services and internal operational colleagues.
• -Manage requests and operational updates through relevant systems, ensuring information is recorded accurately and passed to the correct team or individual for resolution.
• -Support CCTV and Body-Worn Camera footage or image requests, ensuring secure handling, accurate logging and compliance with data protection and confidentiality requirements.
• -Maintain clear, accurate and auditable records of all actions taken during incidents, calls, system events and service requests.
• -Contribute to meeting service performance expectations, including alarm response, call handling, request management, quality assurance and customer service standards.
• -Escalate risks, system issues, repeat events or process concerns to supervisors or management in a timely and professional manner.
• -Work collaboratively with colleagues to maintain operational resilience, support handovers and ensure continuity of service during peak activity and shift changes.

About You

• -You are calm under pressure and able to make clear decisions in a fast-moving operational environment.
• -You have strong attention to detail and understand the importance of accurate incident recording and audit trails.
• -You are confident communicating by phone, radio, email and operational systems with a range of internal and external stakeholders.
• -You are comfortable working shifts and understand the importance of reliability in a 24/7 control room environment.
• -You demonstrate professionalism, discretion and confidentiality when handling sensitive information, security incidents and personal data.
• -You are able to follow procedures, work within structured workflows and elevate issues appropriately when needed.
• -Previous experience within a security control room, Alarm Receiving Centre, helpdesk, contact centre, CCTV monitoring, lone worker monitoring or emergency response environment would be beneficial.

Systems, Training and Support

Full role-specific training will be provided to support competence across processes, alarm handling, service request management, CCTV and BWC request handling, lone worker response, escalation procedures, data protection requirements and relevant customer workflows. Operators will be supported by supervisors, managers and quality/training colleagues to ensure they can perform confidently and consistently.

Working Pattern and Operational Coverage

This is a shift-based role designed to support continuous coverage 24 hours a day, 7 days a week, 365 days a year. Successful candidates must be prepared to work across a rota that may include day shifts, night shifts, weekends and bank holidays. Flexibility, punctuality and dependable attendance are essential due to the critical nature of the service.

Why Join the Team?

• -Be part of a professional, high-profile security operation supporting a national estate.
• -Develop specialist skills in alarm monitoring, control room operations, incident handling and customer service.
• -Work within a structured operational environment with clear procedures, training and management support.
• -Support a service where accuracy, teamwork and calm decision-making directly contribute to safety and resilience.
• -Access opportunities for continued development within the SCC operational career pathway.