Security Control Centre Operator

Mitie; Lurgan; Hybrid; GBP 16,000 - 23,000; Full time

Job summary

Mitie in Lurgan is seeking a Security Control Centre Operator to monitor alarms and respond to incidents within a 24/7 environment. The role involves handling CCTV and data records while coordinating with security teams to ensure timely responses.

Shift-based role alternating between day and night schedules, with a 4 on 4 off pattern. Training will be provided; strong communication and calm decision-making are essential.

Responsibilities

• Monitor and respond to alarm activations (intruder, panic, fire, lone worker) per procedures.
• Support 24/7/365 SCC coverage in a shift-based team; days, nights, weekends, holidays.
• Follow workflows to assess incidents, record details, escalate and ensure timely responses.
• Provide professional support to stakeholders, site teams, security officers and emergency services.
• Manage requests and updates in systems; ensure information is recorded and passed on.
• Support CCTV and Body-Worn Camera footage requests; ensure secure handling and logging.
• Maintain auditable records of actions taken during incidents and service requests.
• Help meet service performance by alarm response, call handling and customer service.
• Escalate risks or issues to supervisors promptly and professionally.
• Collaborate with colleagues to maintain resilience and smooth handovers.

Job description

Role: Security Control Centre Operator Pay Rate:£13.98 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: Shift-based role alternating between 6am-6pm and 6pm-6am (4 on 4 off)

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, elevate 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 escalation 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.