Estate Control Centre Co-ordinator in London

Based in the Estate Control Centre (ECC) at the heart of the Estate, the ECC Co-ordinator plays a critical role in overseeing security operations & providing operational control in support of the Control Centre Manager. The ECC Co-ordinator is responsible for managing internal and external communications and oversees the staffing process for the security department, supporting the Security Duty Manager. This role ensures effective incident management and facilitates clear and timely communication, contributing to a safe and secure environment for workers, residents, and visitors.

Main Responsibilities

• Operational Control & Incident Management
  • Maintain operational control within the Estate Control Centre, fostering a proactive approach to CCTV monitoring and supporting security operations.
  • Oversee the effective control and coordination of security incidents, alarms and estate-related issues.
  • Ensure all incidents are accurately recorded on the Incident Management System (IMS) and meet quality assurance standards.
  • Support the Control Centre Manager in maintaining situational awareness and continuity of operations.
  • Read and review IMS reports from the previous 12 hours to remain updated on all incidents and trends.
  • Ensure all operation of CCTV equipment is in accordance with Assignment Instructions (AIs), Codes of Practice, and legislative requirements.
• Communications & Coordination
  • Oversee and manage all internal and external communications, ensuring accurate, timely, and professional messages are delivered to tenants, stakeholders, and internal teams during incidents as required.
  • Work in close coordination with security management regarding ongoing incidents, staffing, and operational problems.
• Staffing & Team Management
  • Manage the staffing process for the security department, ensuring weekly forecast checks are conducted and additional staffing requirements are booked and processed as needed.
  • Support the Security Duty Manager in the daily deployment of staff, maintaining accurate records and optimum utilisation of resources.
  • Manage the Security Supervisors and Security Control Room Officers (SCROs), providing training, guidance, and welfare support.
  • Manage team performance, addressing issues where required, and promote professional development.
• Compliance & Quality Assurance
  • Ensure all ECC staff are trained and fully conversant with all Assignment Instructions (AIs), Standard Operating Procedures (SOPs), and Emergency Procedures.
  • Ensure all ECC staff are trained and can confidently demonstrate use of our security systems and equipment appropriately, maintaining appropriate records.
  • Oversee that all checks, documentation, reports and quality assurance tasks are completed as required.
  • Ensure that faults, incidents, or hazards are correctly reported through IMS and referred to the relevant departments/personnel.
• General Duties
  • Be prepared to deputise for the Control Centre Manager when required.
  • Undertake any other duties as directed by security management.

Person Specification

• Evidence of continuous professional development in security at supervisory level is essential.
• Relevant experience in Police, Military or Security industry is desirable.
• Ability to understand incident management and the principles involved in all stages.
• Training experience would be highly advantageous.
• Proven track record encompassing operational and administrative focus with an excellent standard of punctuation and grammar.
• Innovative and proactive thinker with strong negotiation skills.
• Team management, performance monitoring and quality management skills.
• Able to demonstrate understanding of security aspects in commercially driven and customer orientated business.
• Must be flexible and diplomatic, with ability to constructively challenge existing practices and capable of driving change.
• Excellent communicator with sound organisational skills.
• Ability to provide effective professional levels of customer service and promote the company core values.
• Computer literate with a working knowledge of current computer systems and technical skills is essential.
• Prepared to work a varied shift pattern and be flexible and consider working additional hours if required.

Health Safety and Welfare Responsibilities

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

Environmental, Social & Governance (ESG) Responsibilities

Recognising the centrality of ESG principles.