Control room manager

ASEL designs, develops and delivers fully bespoke and integrated security solutions, seamlessly bringing together people, technology and processes to achieve results-driven outcomes. As the original thinkers behind security risk modelling, which has revolutionised the industry, our business is underpinned by our risk advisory practice, which utilises data and insight to identify and mitigate risk, inform strategy, prevent crime and reduce cost.

We have a full-time opportunity for a CCTV Control Room Manager based at our Gateshead Office. The role is structured over five days, Monday to Friday, from 08:30 to 17:00, though some flexibility is required. Occasional evening and weekend work may be necessary to build and maintain strong relationships with operators and supervisors.

Job Purpose

The CCTV Control Room Manager will be responsible for the effective management and operation of the NSI-accredited Remote Video Response Centre (RVRC). This role will oversee a team of CCTV operators, ensuring high standards of monitoring, compliance, and security procedures are maintained at all times. The successful candidate will drive performance, uphold industry standards, and enhance operational efficiency within the control room.

Key Responsibilities

• Operational Management
  • Ensure all RVRC operations and procedures align with internal working instructions and relevant British Standards, including NSI Gold and ISO 9001.
  • Conduct and oversee daily and weekly checks, ensuring they are logged and any necessary remedial action is taken.
  • Participate in both internal and external audits of RVRC operations.
  • Investigate and report incidents to both internal departments and customers.
  • Ensure full compliance with NSI regulations and industry best practices.
  • Develop and implement standard operating procedures (SOPs) to enhance operational effectiveness.
  • Ensure all alarms and CCTV footage are monitored, recorded, and actioned in accordance with agreed protocols.
  • Liaise with emergency services and law enforcement agencies when required.
• Team Leadership & Development
  • Lead, mentor, and motivate a team of CCTV operators, ensuring they are fully trained and competent in their roles.
  • Conduct operator appraisals and ongoing training assessments.
  • Manage staff recruitment, ensuring the RVRC is adequately staffed at all times.
  • Schedule and manage shift patterns to ensure 24/7 coverage.
  • Promote a culture of professionalism, vigilance, and continuous improvement.
• Compliance & Security Standards
  • Ensure adherence to NSI and GDPR regulations in all control room operations.
  • Conduct regular audits and inspections to maintain compliance.
  • Manage data protection responsibilities, ensuring secure storage and handling of CCTV footage.
  • Investigate and implement strategic planning to reduce false alarm traffic into the RVRC.
  • Investigate new technologies that could improve RVRC efficiency and enhance the service provided to customers.
  • Assist with both proactive and reactive CCTV monitoring of customer sites when necessary.
• Technical & System Management
  • Oversee the maintenance and functionality of all CCTV and alarm monitoring systems.
  • Liaise with IT and security system providers to troubleshoot and resolve technical issues.
  • Recommend and implement system upgrades or improvements as required.
  • Ensure all CCTV operators are trained on the latest system functionalities and updates.
• Stakeholder Engagement
  • Act as the key point of contact for clients, ensuring service expectations are met and exceeded.
  • Provide regular reports on performance, incidents, and compliance matters to senior management.
  • Develop and maintain strong relationships with external partners, such as emergency services, security teams, and accreditation bodies.
  • Provide general support to the Facilities Director.

Essential

• SIA Frontline CCTV License (or a willingness to obtain one, as this is a mandatory requirement).
• Strong Computer Literacy – Training will be provided for the monitoring software in use.
• Exceptional Organisational and Time Management Skills.
• Proactive and Enthusiastic Work Ethic.
• Ability to Perform Effectively Under Pressure.
• Previous experience of people management.

Desirable

• Prior Experience in a Similar Environment is Preferred, though comprehensive training will be provided for the right candidate.
• A sound understanding of emerging security technologies and trends.

Equality & Diversity

ASEL values the diverse skills and experience of its employees and is committed to achieving equality of opportunity for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes, and abilities. ASEL is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through inclusion, equality, diversity, leadership, and management.

Responsibilities & Requirements

Job descriptions should be reviewed on a regular basis. Any changes should be made and agreed between you and your manager. The above information is not exhaustive, and you are required to undertake such duties as may reasonably be required within the scope of the position and your capabilities. All employees are required to act professionally, co-operatively and flexibly in line with the requirements of the position.

Benefits

• Perkbox recognition - rewards and discount platform
• Apprenticeship
• Employee of the month scheme
• £50 110% Club of outstanding performers who can receive large prizes and monetary rewards
• WageStream - a flexible wage application whereby you can pull your wages out sooner than payday
• EAP - Employee Assistance Programme
• Progression opportunities within the company
• Ongoing training