Job Title: Operations Support Officer
Salary: £29,500 per annum (£14.26 per paid hour)
Shift Pattern: 4 on / 4 off – Days & Nights
Location: Birmingham
About the Role
We are looking for an experienced and reliable Operations Support Officer to join our busy Control & Communication Centre.
This is a key operational role responsible for coordinating frontline security teams, supporting contract managers and clients, monitoring officer welfare, managing deployments and responding to incidents and alarms.
You will be at the centre of our day-to-day operations, helping ensure that our mobile response and security teams are deployed effectively, supported appropriately and able to respond quickly to operational requirements.
This role would suit someone with previous experience in a security control room, operations centre, mobile response, rostering or a similar fast-paced environment who is confident making decisions and communicating with people at all levels.
What You’ll Be Doing
Day Shift Responsibilities
During the day, you will act as a central point of contact for operational staff, clients, Contract Managers and the wider administration team.
Your responsibilities will include:
- Managing inbound and outbound operational calls.
- Coordinating the daily activities of security and mobile response officers.
- Monitoring officer welfare and scheduled check calls.
- Following up missed or overdue check calls in line with company procedures.
- Coordinating deployments and allocating resources according to operational requirements.
- Managing short-notice staffing issues and arranging appropriate cover.
- Supporting Contract Managers across multiple sites.
- Maintaining accurate duty logs, operational records and handover information.
- Communicating important operational information clearly and accurately.
- Escalating issues and incidents appropriately.
Night Shift Responsibilities
During night shifts, you will take responsibility for the overnight operation and act as the main point of contact for operational staff.
You will:
- Monitor and respond to alarm activations in accordance with company procedures.
- Coordinate and deploy mobile response teams.
- Manage responses to low-level ASB and security incidents within community settings.
- Prioritise deployments and manage workflows for response officers and patrol teams.
- Monitor officer welfare and maintain regular communication with mobile teams.
- Deal with short-notice staffing and operational issues.
- Maintain accurate incident records, duty logs and handover notes.
- Escalate incidents appropriately in accordance with company procedures.
What We’re Looking For
We are looking for someone who is calm, organised, confident and able to make sound decisions under pressure.
Essential Requirements
- Previous experience working in a security control room, operations centre, mobile response or similar environment.
- Excellent verbal and written communication skills.
- Professional and confident telephone manner.
- Strong organisational and multitasking skills.
- Ability to prioritise tasks and make decisions in a fast-paced environment.
- Experience using the SmartTask rostering system.
- Ability and willingness to work a 4-on / 4-off shift pattern covering both days and nights.
- Valid SIA Door Supervisor Licence.
- Valid SIA CCTV Licence.
- Full UK driving licence.
- Reliable, professional and able to work independently.
Desirable Experience
- Experience managing mobile response or patrol teams.
- Previous scheduling or rostering experience.
- Experience dealing with alarm activations and security incidents.
- Experience working with multiple sites or contracts.
- Knowledge of security operations and incident management procedures.
What We Offer
- £29,500 per annum (£14.26 per paid hour).
- 4-on / 4-off shift pattern.
- Full-time employment.
- Professional and supportive working environment.
- Training and ongoing support.
- Opportunities for career development and progression.
- The opportunity to play an important role in supporting frontline security operations and local communities.
- Company pension.
Pay: Up to £29,500.00 per year
Experience:
- scheduling or rostering: 1 year (required)
- SmartTask Rostering: 1 year (required)
Licence/Certification:
- SIA Door supervisor license (required)
- SIA CCTV license (required)
- UK Full driving license (required)
Work Location: In person
