Security Control Room Officer

CWG; Greater London; On-site; GBP 41,000 - 51,000; Full time

Benefits offered by this job

Diversity & inclusion

Flexible working

Learning opportunities

Employee benefits

Job summary

Canary Wharf Management Limited is seeking a Control Room Officer to support the Estate Control Centre (ECC) in Canary Wharf. You will monitor security operations, coordinate incidents, and maintain accurate records to ensure rapid, professional responses for tenants and the public.

The role requires effective communication, strong English, and a willingness to work varied shifts including nights. Experience in security or emergency services is preferred, and involvement with GDPR-compliant data

Qualifications

• Experience in an operational Control Room is essential. Experience in the emergency services, private security organisations or other major service provider’s is preferable.
• Applicants must understand the need for effective levels of customer service, with previous experience preferable.
• Individual must be capable of handling confidential information in a disciplined environment and able to act independently or with colleagues.
• Good written and spoken English with sound interpersonal skills.
• Team player with self-discipline, sound judgement, confidence and decisiveness.
• Ability to multitask and work accurately under pressure.
• Computer literacy with working knowledge of current computer systems and technical skills is essential.
• Must hold or achieve, during probation, the SIA public space surveillance licence (CCTV).
• Prepared to work a varied shift pattern including nights, weekends, and bank holidays.

Responsibilities

• Support the effective operation of the ECC, ensuring proactive security monitoring and incident response.
• Adhere to SOPs, AIs, and Emergency Procedures.
• Operate technical systems to monitor, detect, and respond to incidents with real-time data capture and reporting.
• Deploy security resources efficiently and ensure timely response to incidents.
• Prioritise incidents, ensure swift resolution, and maintain documentation.
• Liaise with emergency services and external agencies for coordinated responses.
• Accurately record incidents, actions, and updates in the IMS.
• Monitor telephone, radio, and other platforms, escalating as necessary.
• Provide clear information to internal teams, external agencies, and stakeholders.
• Assist the public, tenants, and external organisations with queries and maintain professional conduct.
• Maintain awareness of estate layout and occupancy to support decision-making.
• Undertake health, safety and welfare responsibilities as required.

Skills

Control Room

Customer service

English fluency

Team player

Multitasking under pressure

Computer literacy

SIA CCTV licence

Job description

Department: Security
Company: Canary Wharf Management Limited
Reporting to: Estate Control Centre Manager

JOB SUMMARY

To carry out Control Room duties within the Estate Control Centre (ECC) in support of the Canary Wharf security operations, ensuring effective control and coordination of routine and emergency incidents. This includes deploying resources efficiently, maintaining accurate incident records, and ensuring clear communication with colleagues, tenants, and the public. The role requires proactive monitoring, timely information sharing, and assisting with enquiries to support the smooth running of security operations across the estate.

Salary: £45,949

Closing date: 6th November 2026

MAIN RESPONSIBILITIES

Operational Control & Incident Management

• Support the effective operation of the ECC, ensuring a proactive approach to security monitoring and incident response.
• Adhere to Standard Operating Procedures (SOPs), Assignment Instructions (AIs), and Emergency Procedures.
• Operate technical systems to monitor, detect, and respond to incidents, ensuring real-time data capture, accurate reporting, and post-incident reviews.
• Deploy security resources efficiently, ensuring appropriate personnel and assets respond to incidents in a timely manner.
• Prioritise and follow up on incidents, ensuring swift resolution, accurate documentation, and risk mitigation.
• Liaise with emergency services and external agencies, ensuring requests are processed effectively and professionally.

Communications & Coordination

• Accurately record incidents, actions, and key updates in the Incident Management System (IMS), ensuring timely and effective communication.
• Monitor and respond to telephone, radio, and other communication platforms, prioritising messages and escalating as necessary.
• Provide clear and concise information to internal teams, external agencies, and estate stakeholders to ensure coordinated responses.
• Assist members of the public, tenants, and external organisations with incident-related queries, maintaining a professional and customer-focused approach.
• Maintain awareness of estate layout, tenant occupancy, and security-related procedures to support effective decision-making.

Compliance & Quality Assurance

• Ensure compliance with data protection regulations, including GDPR, when handling sensitive information.
• Conduct system checks and report faults, hazards, or operational issues to ensure security systems remain fully functional.
• Uphold high standards of record-keeping, ensuring accuracy, completeness, and adherence to security protocols.

General Duties

• Maintain situational awareness through open-source intelligence gathering to support operational decision-making.
• Support operational objectives by liaising with key stakeholders, including tenants, contractors, and security management.
• Undertake additional duties as required by security management in line with company values: Excellence, Ownership, Innovation, Engagement, and Collaboration.

Health Safety And Welfare Responsibilities

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

Environmental Responsibilities

All Staff are required to follow the CWG Environmental Policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and Company Environmental Plans.

Quality Management Responsibilities

All staff are required to comply with the CWG ISO9001 certified Quality Management System and the requirements details within the Company Quality Manual, Policies and Procedures.

PERSON SPECIFICATION

• Experience in an operational Control Room is essential. Experience in the emergency services, private security organisations or other major service provider’s is preferable.
• Applicants must understand the need for effective levels of customer service, with previous experience preferable.
• Individual must be capable of demonstrating the ability to work with confidential information, in a disciplined environment and able to act either independently, work constructively with their colleagues and external partners and to develop and deliver an effective service.
• Individual should possess a good standard of written and spoken English and demonstrate sound interpersonal skills.
• Individual should be a team player and possess self-discipline, sound judgement, confidence and decisiveness.
• Individual should be able to multi-task and work accurately under pressure.
• Computer literacy with a working knowledge of current computer systems and technical skills is essential.
• Must hold or achieve, during probationary period, the SIA public space surveillance licence (CCTV).
• Prepared to work a varied shift pattern inclusive of nights, weekends, and bank holidays, be flexible and consider working additional hours if required.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

QUALITY MANAGEMENT RESPONSIBILITIES

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

COMPANY VALUES

Commit to Excellence

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.