Control Room Manager - Shopping Centre Environment in London

The Control Room Manager will be responsible for supporting the Management Team in delivering the smooth and efficient running of the Security Service within a Retail Shopping Centre environment.

The core function of this role is to oversee the day-to-day operational requirements of the contract, ensuring they are aligned with both customer and contractual expectations.

The successful candidate will lead and manage the control room and FOH teams, acting as the first point of contact for all security-related matters.

They will ensure a consistently high standard of service, prompt incident response, and provide exceptional customer care.

Working collaboratively with the wider management team, they will also play a key role in motivating and developing staff to maintain and drive high standards across the contract.

The role is diverse, dynamic, busy and vibrant in line with the nature of the destination.

Information

• Position

Control Room Manager

• Location

Ealing (W5)

• Pay Rate

• Hours

Average 50 hours per week

• Shifts

• Various Shifts - Days & Weekends
• Job Requirements
• SIA Licence required (Security Guarding or Door Supervisor and CCTV Front Line)
• Experience as a Supervisor or Duty Security Manager or a similar role is required of at least 2 years.
• Flexible in working hours & shifts.
• Experience of working in a demanding, and sometimes high-pressure site.
• Have a clear understanding and demonstrate outstanding customer service skills.
• Self-motivated and capable of working independently while also thriving in team environments.
• Demonstrate patience, loyalty, and reliability, with a strong sense of integrity and professionalism.
• Excellent written and verbal communication skills, assertiveness, and attention to detail along with the ability to foster collaboration and act as a trusted role model within the team.
• Demonstrate the ability to think and act quickly and confidently in emergencies or under pressure
• Physically able to carry out duties.
• Excellent PC skills with knowledge of Outlook, Word, Excel and Power Point.
• Excellent understanding of the prevailing industry standards and thorough knowledge of relevant security systems, Car Park systems and their operation.
• Will hold level 3 management qualification or be prepared to work towards level 3 qualification - IOSH - Managing Safety in the workplace.
• Experience with AI technologies (preferred).
• Able to effectively train others in operational procedures and incident management practices, ensuring clarity, competence, and confidence across the team.

Duties and Key Responsibilities

• Operations Leadership & Management
• Report & liaise daily with the Security Manager to ensure effective communication of all matters pertaining to the delivery of a high standard of professional security service.
• Be responsible for the training, professional conduct & development of his/her front of house officer & his/her team of controllers.
• Ensure compliance with SLA requirements, minimizing associated risks to the company and to the customer.
• Take ownership of incidents, direct the security team to ensure response and management is in accord with CIS and British Land policy and procedures.
• Work in partnership with service partners and customers' representatives, ensuring all aspects
• of site security and fire prevention requirements are effectively managed.
• Ensure staffing is always at required levels, with regular shift patterns worked by trained and qualified staff.
• Ensure, with support via deputy managers, all staff work in safe conditions, acting upon all reports of accidents and faults and that staff carry out their duties in accordance with procedures and policies.
• To manage on a day-to-day basis the CCTV, Car Park, Fire and Security systems installed, ensuring that all staff are fully trained and competent in their roles and carrying out their required duties.
• Ensure that all equipment is managed, used, monitored and reported defective in accordance with policies and procedures.
• Ensure that all incidents are managed and responded to in accordance with policies and procedures.
• To demonstrate, promote and mentor the company's visions and values.
• To identify and drive innovation across the contract.
• Staff Management
• Establish and manage the Control Room team and keep them motivated, well informed, focused and clear about its role and objectives.
• Maintain fair and consistent disciplinary procedures.
• Ensure all employees are motivated and trained to the required standard and subject to regular effective performance monitoring.
• Take full responsibility for effective & meaningful assessments in respect of their supervisors & team personnel.
• Ensure that all staff grievances are dealt with according to company procedures.
• Ensure staff recognition forms part of monthly report feedback.
• Ensure that staff are aware of all 3 rd party requirements, policies and procedures on site.
• Ensure professionalism and Uniform standards are always met and adhered to.
• Equipment
• Control use of all security equipment ensuring regular audits.
• Ensure lawful, safe, efficient and economical use and recording of all supplies and consumables.
• Understand and ensure that all staff are utilizing site patrol equipment.
• Ensure controller provides records of all security equipment.
• Ensure all PPE is always fit for purpose and serviceable.
• Manage all relevant systems and ensure that all defects are correctly reported and monitored.
• Ensure that team assists and carry out all emergency and safety systems and document accordingly to site policy
• Administration
• Provide accurate and timely information for the preparation of reports and planning.
• Ensure all reporting standards are maintained at the highest level.
• Ensure all extra cover is accurately monitored and recorded.
• Ensure provision of adequate information for proper personnel administration of employees.
• Ensure compliance with legal, Company and contractual obligations.
• Provide accurate and timely data sheets and sets, ensure they are kept up to date and to send time sheets to HO as and when required.
• Ensure the team effectively use the DOB and effectively fill Incident Reports.
• Ensure all incident reports are logged with accordance with CIS and British Land policies and procedures.
• Ensure all car park reports, communications are logged with accordance with CIS and British Land policies and procedures.
• All the above responsibilities are not all encompassing and are subject to change at any time, subject to the Security Manager's discretion.

All staff are expected to comply with, and demonstrate a positive commitment to, a high level in equal opportunity, occupational safety & health, performance development, customer service, professional presentation and confidentiality throughout the course of their duties.

Benefits

• Health care plan (HSF)
• Perk Box (HSF) - discounts & offers from cinema tickets to days out
• Cycle to work scheme
• Tailored Site Uniform
• First class training allowing you to develop your skills
• A view for career development
• Long service & Employee Recognition awards

• And much more!!

A globally recognised Security Solutions Specialist delivering service excellence, to our Customers, Colleagues, and Communities.

CIS is an independently owned business providing professional security solutions across the UK and Ireland.

Our people are at the heart of everything we do.

They have a sense of belonging and togetherness that manifests itself in operational excellence and world‑class customer service.

CIS Security is a multi-award‑winning company, recently being awarded World's Happiest Workplace in 2025.

At CIS Security Ltd, we do not just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our Customers, Colleagues, and Communities.

CIS Security Ltd is proud to be an equal opportunity employer and value diversity.

We welcome applications from all sections of the community.

All employment is decisions are based on qualifications, quality, and business needs.

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