about 1 month ago
The GSOC Lead Operator is responsible for using best practices to identify, analyze, and support all incidents that are either impactful or potentially impactful to business, the brand and or employees. This position is responsible for using best practices for communicating information surrounding those incidents to the Duty Security Manager as appropriate. The Lead Operator will lead a team of Shift Operators to monitor cameras and alarms, dispatch associated calls via telephone and radio, operate access control technology, and provide general assistance to both employees and guests. The Lead Operator supports region and field teams as they prepare for, respond to, and recover from both crisis and non-crisis incidents.,
The Lead Operator will work alongside the Duty Shift Manager to ensure shift compliance and operational readiness
The Lead Operator will complete the daily shift setup, including but not limited to: Handover - both written and verbal. Confirmation of all operational chats updated at the start of each shift. Review both Facebook and Vendor Noticeboards
Work closely with the Duty Shift Manager to highlight team development opportunities and training needs
Will take point for all Duty Shift Manager responsibilities in the absence of the Duty Shift Manager
The Lead Operator will ensure operational review of all documents within the GSKP to ready the team for incident response and management
Communicate incident updates to key stakeholders
The Lead Operator will work alongside Global Site Leads and Team Leads to provide a liaison between all departments within the physical security team
Will oversee and take part in the response to the answering routine and emergency calls, monitoring alarms and video equipment including fire alarms, door alarms, and duress alarms and provides general assistance to both employees and guests.
Updates and oversees all GSOC audits and team shift audits
Works alongside the Duty Shift Manager to complete position related projects. The levels of responsibility will vary from consulting to owning projects based on the individual
The Lead Operator oversees the dispatch of security officers, ERT, facilities, police, fire and EMS personnel as required via telephone and/or radio.
The Lead Operator will review all outward incident communication and escalate where necessary to the Duty Shift Manager
The Lead Operator will inform (without delay) the Duty Security Manager of any missing, damaged, or inoperative equipment or communications, alarm, CCTV, or other systems
The Lead Operator will oversee the team in answering and responding to events and situations received over regular and emergency phones and intercoms. Controls and monitors the two way communication systems.
The Lead Operator will be responsible for liaising with the EPT and coordinating operations, when required., On top of the usual rewards you'd expect to see from a large company, such as - holidays, pension, tax-free childcare schemes and cycle to work schemes, we also provide many extra benefits to enhance our people's well-being and enjoyment at work.
Knowledge of relevant procedures
Level of customer Service
Health and safety awareness and knowledge
At Mitie we know that 'our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right., Special Skills and Attributes include:
Advanced computer skills and proficiency.
Must have excellent verbal, written and customer service skills and abilities.
Above average computer hardware and software knowledge.
Excellent verbal and communication skills.
Second language skills are desirable.
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, discerns patterns in detail.
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
Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.
Values: Delivering the exceptional, every day
Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
Our promise to our people: a place to work where you can thrive and be your best every day.
Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Our culture - our core values and how we behave:
- We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
- We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
- We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
- Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
- Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.