Security Systems Operator

Who are we? GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel - relaxing, fast, efficient and friendly.

About the team: The Security Systems Team sits within the wider Security & Resilience Team and is part of the Business Assurance & Strategy Directorate. This area of the business is responsible for National Rail Contract and Approved Business Plan Compliance, Security, Emergency Planning, Communities & Charities, Data Protection, Security Systems, Business Continuity, Policies, Environment & Sustainability, Mobility & Inclusion, Continuous Improvement, Programme Assurance, Travel Passes and Staff Car Parking Passes.

About the job: The Security Systems Operator will be part of a 24-hour team working in the Security Operations Centre on a shift basis. The role involves operating and maintaining surveillance equipment for evidence of crimes, trespass, monitoring of station-based alarms and to gather intelligence for police forces. The role will be responsible for processing and prioritising incoming CCTV and Body Worn Camera (BWC) footage requests, recovering the data from various systems working closely with the British Transport Police and Home Office Police Forces along with internal stakeholders and the provision of evidence quality footage in media form. Monitoring a variety of station-based alarms and call points that require round the clock checking, providing support to customers and managers and actioning the required response for each notification will be a key part of this role along with identifying instances of suspicious or unusual behaviour from those people using our network. You will be expected to liaise closely with GWR and Network Rail Colleagues, British Transport Police, Home Office Police Forces, emergency services and on occasion, other security services. The Security Systems Operator will apply working knowledge of the Police and Criminal Evidence Act (1984) and the Criminal Procedures and Investigations Act (1996) to assist in the output of footage to the police in a timely manner.

Your main responsibilities will be:

• Coordinating the delivery and collection of CCTV/BWC footage, prioritising workload and ensuring efficient use of time.
• Secure all primary evidence (ensuring evidential integrity) by downloading CCTV/BWC footage required and produce Master and Working copies as evidential exhibits.
• Apply forensic controls to all evidence produced including packaging, exhibiting and witness statements.
• Responding to alarm activations, checking the validity of the alarm and instigating the required response.
• Report and manage any system faults to the appropriate department/contractor in line with internal processes.
• Maintain a log of all incidents occurring during each shift. Prepare weekly and periodic reports and keep accurate records.
• Troubleshooting and fault finding for any malfunctioning equipment, reporting issues to the relevant internal department or contractor.

You’ll need to be:

• Self-motivated and able to exercise both initiative and discretion.
• A problem solver.
• Able to manage time effectively.
• Manage sensitive information in a confidential manner.
• Able to comply with strict regulations, within pre-defined timescales.
• Able to think quickly and logically to be able to respond to any incident/emergency.
• A highly skilled communicator.
• Able to work well under pressure.

As a minimum you’ll need to have:

• Excellent customer service skills.
• Experience of establishing relationships with internal and external stakeholders.
• Experience in an office environment, fully proficient in the Office 365 suite of applications. A working knowledge of the GWR network, and industry systems such as TRUST, Web Gemini and Integrale would be beneficial but not essential.
• Excellent observational skills with an eye for detail.

The Reward: As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including ongoing development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details. If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.