Department
Cougar Control Room
Job Title
Operational Support Manager
Job Holder
Reports to
Operations Manager
Location
Cradley Heath
Key Purpose of the Job
Manage and co-ordinate the control of alarm and call handling functions within the Control Room in order to enable the efficient and effective command, control and direction of all resources, as well as liaison with emergency services, and supporting agencies. Ensure that a 24-hour emergency and non-emergency call handling/alarm monitoring and reaction service is provided to assist in the rapid and effective deployment of keyholders, mobile patrols, police and other emergency service resources to any emergency or other incident affecting Cougar Monitoring’s clients.
Manage, lead and take responsibility for a team of controllers. Be responsible for high quality output of work and ensure that processes are followed. Operational Support Managers should ensure that shifts are covered, and staff issues are managed. It is essential that Operational Support Managers ensure compliance to industry standards, company policies and procedures for their shift. The Supervisor should conduct quality checks to ensure that Operators perform their duties in an efficient and responsible manner, including compliance to regulations, response times such as achievement of NSI statistics/KPIs and that all documentation and computer records are completed correctly.
Key Job Responsibilities
- Ensure that information is accurately recorded in line with Cougar Monitoring current business practices, policies and procedures.
· Monitor workload/activations and provide shift cover and additional support when operationally necessary - stepping in to deal with issues when required.
· Motivate and develop all staff to improve quality of service and ensure performance standards are maintained.
· Constantly monitor service levels and take appropriate action to ensure service levels are met and are compliant with meeting required SIA and Cougar targets and priorities.
· To ensure all calls are answered promptly and handled professionally.
· To actively encourage personal staff development, and to play a key role in the preparation and instigation of PDR’s, appraisals, recognition of good work, poor performance management and compliance with the Attendance Management Policy.
· To be involved fully in the Control Room training, taking a lead where necessary. Involvement in the contents and delivery of team briefings ensuring and recording that staff have been kept advised and understand any changes.
· Liaising with other departmental supervisors/managers when learning opportunities are identified because of intrusive Supervision.
· To recognise the potential risk involved in the management of alarm activations and phone calls and to supervise such activations in a robust and effective way to ensure Cougar response is prompt, professional and comprehensive.
· Review specific incidents or issues at the request of the Cougar Management Team where the Control Room response has been questioned, providing a professional analysis and response, identifying good/bad practice and learning opportunities
· Using all statistical data at their disposal to identify good and poor performance and development needs of Control Room staff
· Support the Operations Manager in the management of complaints, general correspondence, and reports.
· Assist in the commissioning and walk testing of sites as directed by the Operations Manager
· To research and provide confidential performance information in the investigation of sensitive disciplinary matters.
· Complete the daily occurrence log providing an hourly snapshot of Control Room activity.
· Supervise and maintain requirements of the Data Protection Act/GDPR
· Ensure proper Control Room response to nuisance/false alarm activations.
· Provide regular briefings and updates to members of the shift team
· Attend Management and support meetings as required
· Liaise with the Police, Fire Service and other agencies in an emergency and on all issues affecting security, surrounding customer premises on CCTV/Alarm activations
· Monitor and interrogate all incoming CCTV/Alarm activations
· Assist controllers during incidents by advising the controller of appropriate action to be taken and support the staff where necessary
· Deal with emails from customers/installers and internally
· Complete daily tasks – duty sheet, incident reports, rota updates, conduct handovers and communications
· The post holder will ensure the health, safety and welfare of themselves and their team in accordance with the Cougar Policy
· To actively support company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
· To comply with the Companies Integrated Management System
· Implement and act in accordance with the organisations information security policies
· Any other reasonable requests from the management
Essential requirements for the job
- Understand (or know where to access) standards, policies and procedures for the Control Room
- Understand escalation procedures and departmental functions around the business, including technical escalation internally and with suppliers, (Sentinel for example)
- Assist in managing staffing levels, rosters and annual leave/absence. Conduct basic level HR processes such as development reviews and appraisals, motivate staff, support the Training Manager, conduct investigatory meetings and hold disciplinary meetings when required
- Ensure all staff on shift know Customer protocols and procedures (or know where to access the information)
- Control visitor and staff access to the Control Room
- Provide Incident reports as required
- Act as the liaison between Control Room staff and Cougar management
- Support organisational decisions and objectives to ensure the company’s goals and targets are met
- Good supervisory and leadership skills
- The ability to form good working relationships with staff to create a mutli-funtional team.
- Ability to obtain, analyse and evaluate information, both digital and analogue based
- A comprehensive knowledge of the relevant security standards
- Understanding and working knowledge of CCTV systems and Control Room duties
- Ability to pay close attention to detail
- Ability to deal appropriately with confidential/ restricted matters
- A general awareness of disciplinary and capability processes.
- Assertive, tactful and patient
- Understands “the bigger picture”
- Ability to remain calm and work under pressure, with limited supervision, whilst maintaining a high standard of work
- Be self-motivated and able to work independently or as a team member
- The ability to prepare letters, reports and documents in an accurate and concise manner
- The ability to communicate diplomatically and effectively, both verbally and in writing
- Sufficient investigative skills to identify the root cause of any problems identified.
Desirable requirements for the job
- A commitment to, and understanding of, Equal Opportunities and diversity.
- Sufficient computer literacy to ensure timely production of documents/reports etc.
- Understanding of Data Protection and GDPR
Summary
The duties of the post involve shift work and weekend working to ensure the provision of a 24 hours, 365 days per year qualitative service is maintained. This includes arriving for the designated shift at least 10 minutes before the start time to ensure you are logged into all systems ready to begin your shift. There may be a requirement to attend work at relatively short notice, and at times which may not be part of the rostered hours of duty.
Due to disaster recovery situations or to maintain business continuity, you may be a required to work at a location other than your normal duty location with little or no notice given. In these instances, the organisation will reimburse any cost borne by the post holder.
The details as listed in the job description are not intended to be an exhaustive list of all roles, duties, and responsibilities by the post holder. The post holder will be expected to undertake any reasonable requests, not included in the above, as made by their Supervisors/Managers as directed by the needs of the business.
Job Type: Full-time
Pay: From £29,705.20 per year
Benefits:
- Bereavement leave
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Ability to commute/relocate:
- Cradley Heath B64 5QF: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you willing to work night shifts?
Experience:
- Supervisory: 1 year (preferred)
- Management: 1 year (preferred)
- Security: 1 year (preferred)
Licence/Certification:
Work authorisation:
- United Kingdom (required)
Work Location: In person
