Control Room Supervisor

Mitie

Control Room Supervisor

4 on 4 off

£21.23 per hour

Key Objectives

Essential global operations centre experience nessesery
To understand organisations priorities and how your role supports their daily objectives;
Manage the day to day running of the LCC 24/7 and act as a first line response to all incidents that impact on the organisations global contract;
To take the lead and manage all critical and emergency situations ‘out of hours' until such time as a organisation representative takes over responsibility for the incident;
To ensure that all alarms into the LCC are dealt with quickly and effectively, supporting the wider business where possible;
To support the UK & Ireland offices to manage their responsibilities where relevant and maintain effective working relationships with the teams;
To manage and monitor organisation's Travellers abroad and take quick and effective action to deal with any incidents or issues that may arise;
Investigate any issues or incidents which may arise that impact on staff, premises or assets or Mitie security staff;
Utilise all security and other protective systems to manage and monitor global events/incidents;
To be pro-active and identify issues and/or incidents which may impact on the wider global business and escalate where relevant;
To work collectively with the other global Control Rooms to deliver consistent services;
To ensure that all relevant incidents are escalated via the correct channels to the nominated company lead(s);
To ensure that the LCC team deliver exceptional customer service to all enquiries into the control room;
To ensure that each LCC team member takes personally responsibility for each enquiry into the control room to support satisfactory resolution;
To support organisation to undertake regular audit of all security and other systems;
To undertake ‘one off' projects relating to the Control Room as directed by the clients;
To work with other service partners to ensure that equipment faults are reported quickly
To look for opportunities for continuous improvement and to propose options that are mutually beneficial to the Account and Mitie.
To build and maintain effective working relationships with all key stakeholders
To coach and mentor the LCC Controllers to support them in achieving site specific objectives
Regularly test LCC Controllers knowledge and ability to undertake their role and support development where required;
To support and achieve the monthly LCC KPI requirements;
To manage WP+ to ensure hours are reconciled;
Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times;
To undertake check-calls where security staff are working in isolation on other UK sites;
To undertake any other duties as requested by the client;

Main Duties

Deal with Emergencies
To take control and manage all incidents and events which occur ‘out of hours' until such time as a client representative is able to take control;
Be pro-active to identify issues which may impact on business and escalate where relevant
Escalate information and updates to the relevant business lead(s) quickly and effectively
Ensure that all LCC Controllers are trained and capable of carrying out their duties in times of emergency
Identify any ‘lessons learnt' to support business improve future response to incidents
Manage the LCC:-
Deal with the day to day running of the LCC
Manage and monitor all security and other systems to ensure the smooth running of the LCC
Ensure staff are complying with the Assignment Instructions and Standard Operating Procedures
Ensure staff are taking ownership to deal with enquiries to deliver exceptional customer service
Ensure that all callers into the LCC receive exceptional customer service
Investigate any issues or incidents which arise which impact on BNYM
Reconcile WP+ to ensure correct staff pay and invoicing
Meet the LCC KPI requirements
Maintain effective working relationships with other BNYM global Control Rooms and UK & Ireland offices
Conduct regular check calls where Mitie/VSG staff are lone working
Traveller Tracking:-
Manage and monitor all organisation's Travellers abroad
Deal quickly and effectively with all issues arising from staff travelling abroad
Deliver exceptional customer service to all traveller enquiries into the LCC

Manage Staff:-

Regular 1-2-1 meetings conducted with each LCC Controller to check objectives are being met
Annual appraisal completion and review
Training & development programme agreed and in place for each LCC Controller
Delegate tasks and projects to LCC Controllers as appropriate to support development
Mentor and coach LCC Controllers to reach their full potential
Identify and develop a LCC Supervisor Deputy to ensure resilience for each site
Deal effectively with under performance
Investigations
Undertake investigations into issues relating to staff performance
Undertake other investigations as required by the client
Undertake HR disciplines/appeals as required by Company procedures

Audit

To undertake regular audit of processes and procedures to support business compliance requirements
To undertake one off projects as required by business to support audit requirements
Person Specification
Effective Leadership and Team Building skills
Excellent Organisational Skills
Security Systems knowledge and experience (CCTV and Access Control systems)
Demonstrable internal and external Stakeholder Management
Effective Communication Skills – both written and verbal
Excellent IT skills
Personal Responsibility and Accountability
Previous experience of managing a team in a corporate environment
Previous experience of managing a control room and emergencies situations