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Job Overview

Mitie are currently seeking an enthusiastic and knowledgeable Security Control Room Manager to join one of our high profile contracts in Central London.

This role will focus on sites within central London and around the M25 corridor. The Security Control Room Manager will be responsible for managing a team of four control room operators to fulfil our service requirements and deliverables for our client/contract. The control room team will work with a rap around service of a 168 hours per week of control room operations. The control room manager would work alongside this team within office hours Mon-Fri 07:00-17:00.

Please note this role is subject to specific vetting MPPV-2/CTC.

Main Duties
* Answering routine calls, to both controllers, employees, and client stakeholders
* Dispatching security officers as required via telephone - co-ordinating ad-hoc work
* Maintaining various records of communications and events
* Acting as a liaison between the local control room function and Mitie's national control room
* Escalating (without delay) complaints and unusual/critical event information to the Regional Security managers and Account manager
* Answering and responding to events and situations received and subsequently covering all reactive requirements.
* Liaising with the Global Security Operations Centre training team to identify any training gaps and development
* Keeping the team up to date on client and Mitie Standard Operating Procedures

* Enhance the control room team by implementing a training and development plan
* Implement preferred rota patterns where applicable
* Develop a rostering plan for all sites to enhance the service delivery

* Oversee and manage contract rostering including shift management, Holiday management and reactive / ad-hoc work
* Provide account management weekly and monthly reports
* Learn a client facing portal systems and lead this portal delivery review and function Mon-Fri. Under-go system training to become a subject matter expert

What we are looking for

Special Skills and Attributes include:

* People Management Skills and Experience
* Strong Business Understanding
* Excellent verbal and communication skills
* Strong analytical and problem-solving skills
* Self-motivated and able to work under little to no direct supervision
* Ability to work in a team environment
* Ability to multi-ask, and complete tasks to deadlines
* Think through problems for logical solutions and remain calm and professional under stress
* Strong decision-making ability during both crisis and non-crisis situations
* Able to work with highly confidential information
* Must be able to speak clearly, give direction, and provide guidance to employees and security staff during emergencies
* Able to work and communicate effectively with all levels of leadership
* Report writing

Desirable Experience and Qualifications:

* Proficiency in English (speaking, listening, reading, and writing)
* Previous experience leading a team is preferable
* Previous control room experience essential
* People Management Skills and Experience * Strong Business Understanding * Excellent verbal and communication skills * Strong analytical and problem-solving skills * Self-motivated and able to work under little to no direct supervision * Ability to work in a team environment * Ability to multi-ask, and complete tasks to deadlines * Think through problems for logical solutions and remain calm and professional under stress * Strong decision-making ability during both crisis and non-crisis situations * Able to work with highly confidential information * Must be able to speak clearly, give direction, and provide guidance to employees and security staff during emergencies * Able to work and communicate effectively with all levels of leadership * Report writing Desirable Experience and Qualifications: * Proficiency in English (speaking, listening, reading, and writing) * Previous experience leading a team is preferable * Previous control room experience essential