Mitie Cleaning & Hygiene Services
Control Room Supervisor
London
£21.23/hr
Posted 2 days ago
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Control Room Supervisor
4 on 4 off
£21.23 per hour
Key Objectives
- Essential global operations centre experience necessary
- 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
- 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
- Ensure that all alarms into the LCC are dealt with quickly and effectively, supporting the wider business where possible
- Support the UK & Ireland offices to manage their responsibilities where relevant and maintain effective working relationships with the teams
- 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
- Be pro-active and identify issues and/or incidents which may impact on the wider global business and escalate where relevant
- Work collectively with the other global Control Rooms to deliver consistent services
- Ensure that all relevant incidents are escalated via the correct channels to the nominated company lead(s)
- Ensure that the LCC team deliver exceptional customer service to all enquiries into the control room
- Ensure that each LCC team member takes personally responsibility for each enquiry into the control room to support satisfactory resolution
- Support organisation to undertake regular audit of all security and other systems
- Undertake ‘one off' projects relating to the Control Room as directed by the clients
- Work with other service partners to ensure that equipment faults are reported quickly
- Look for opportunities for continuous improvement and to propose options that are mutually beneficial to the Account and Mitie
- Build and maintain effective working relationships with all key stakeholders
- 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
- Support and achieve the monthly LCC KPI requirements
- 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
- Undertake check-calls where security staff are working in isolation on other UK sites
- Undertake any other duties as requested by the client
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Main Duties
Deal with Emergencies
- 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
- Undertake regular audit of processes and procedures to support business compliance requirements
- 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
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Our Benefits
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
- When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
- We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
- Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
- We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
- Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
- We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at.
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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Skills
Leadership
Team Building
Organizational Skills
Security Systems Knowledge
Stakeholder Management
Communication Skills
IT Skills
CCTV
Access Control Systems
Incident Management
Customer Service
Training
Development
Auditing
Problem Solving
Emergency Response
Location