Citiguard Security, an SIA approved security company established for over 10 years, are looking for controllers to work within their 24/7 control centre. The ideal candidate will have a preferred experience of at least two years within a fast-paced control room/call centre. Frontline and CCTV SIA licences are essential, which can be provided by Lodge for the right candidate.

Job Aims & Objectives
Staff to Cover the Lodge Security Control Centre to operate all the functions within it.
Provide a focal communications function for the employees and other relevant stakeholder and to liaise with employees, Area Managers, Senior Managers, clients and their representatives on all issues.
Record all incidents in the appropriate format and write concise and accurate incident reports, as necessary.
To ensure the correct escalation is followed process in accordance with company policy and procedures.
To ensure the service can offer full integrity, accuracy and confidentiality of all information gained by compliance with the quality standards and legislation in place.
To maintain system performance and report any errors in a timely fashion.
To provide support and assistance to all Lodge Intelligence Centre team members in achieving corporate objectives.
To ensure best practice working principles are established and maintained throughout the Company.
To Support Lodge Management to deliver or exceed the agreed area budgeted result whilst ensuring all company policies and processes are adhered to.

Main Duties & Responsibilities
Key Skill: high level verbal communication & telephone manner, capable of producing written and typed reports

CCTV Monitoring and Escalation Processes Followed.
Support Clients with Technical and Maintenance Issues with remote CCTV equipment
To operate call monitor and actively call officers to ensure they are booking on correctly using either the Telme and or using the booking on number
To assist Area managers in covering non-attendance with suitable officers in each area.
To ensure active communication at handover, briefing to ensure awareness of any matters pertaining to the smooth effective running of the shift
To assist and monitor the Security Team to respond to incidents and escalate to AM’S when needed
To ensure that all incidents, which occur during the shift, are reported promptly and recorded within company guidelines
To comply with data protection guidelines regarding disclosure of personal and confidential information held on the security databases
To maintain a key element of the Intelligence Centre function by utilising the technology available
Schedule and deploy security personnel to our clients
Deal with client requests and changes at a short notice
Liaise with customers and Area Managers relating to issues, response, activity reports, complaints and queries, input and creation of rosters for all employees.
To monitor all check calls and ensure that are all calls are made as per the site requirements
Ensure that all ad-hoc shifts/hours are correctly recorded in People Hours

Undertake any other reasonable duties as requested by the Intelligence Centre Manager or other Senior Lodge Service Managers and Directors. Including the use of various packages including People Hours, Excel, & word.