Controller

Control Room Operator

Location: National Operations Centre, Northampton
Salary: £29,600
Shift Pattern: 4 on, 4 off – rotating days and nights (12-hour shifts: 06:30–18:30 / 18:30–06:30)

We are recruiting Control Room Operators to join our busy National Operations Centre in Northampton. This role is at the heart of our 24/7 operation, providing real-time support to frontline security officers and ensuring the smooth coordination of operational activity across the UK.

About the Role:

You will be responsible for confirming staff attendance, responding to missed check-ins, booking cover for short-notice absences, and communicating across a variety of systems and platforms. You'll need to remain calm under pressure, work quickly and accurately, and deliver a high standard of customer service, even during peak periods.

Key Responsibilities:

• Ensure staff are booked on to shifts at the correct locations and times.

• Monitor and respond to missed check calls, booking emergency cover when needed.

• Communicate with field officers, managers, and clients to provide operational updates.

• Accurately log all incidents, call outcomes, and shift changes in the system.

• Liaise with recruitment teams to fill short-notice vacancies or open shifts.

• Escalate issues according to set protocols when appropriate.

• Handover cleanly and clearly between shifts to maintain continuity of service.

Skills & Experience Required:

• Previous experience in a control room, helpdesk, or coordination environment is desirable but not essential – full training will be provided.

• Good IT skills and the ability to use Microsoft Outlook, Excel, Word, and bespoke systems confidently.

• Excellent written and verbal communication.

• High attention to detail and the ability to manage multiple tasks simultaneously.

• Strong customer service mindset – professional, polite, and solutions-focused.

• Reliable, punctual, and able to work rotating 12-hour day and night shifts.

Shift & Pay Details:

• Shift pattern: 4 on, 4 off – rotating days and nights

• Hours: 06:30 – 18:30 (days) / 18:30 – 06:30 (nights)

• Salary: Competitive (dependent on experience, discussed at interview)