Dedicated Security Controller in Hereford

Our Security Control Room is the first point of call for many of Cougars customers which is why we are looking for only the best to represent the company and what we stand for. If you feel you have what it takes to be successful in a highly skilled and rewarding environment where each day is different and you have the satisfaction of knowing you have helped people each and every day, then please read on.
Scroll down to find an indepth overview of this job, and what is expected of candidates Make an application by clicking on the Apply button.
We are looking for proactive people with excellent customer service, response and resolution skills who can think outside the box to be the eyes and ears of our customers and the reassuring voice of Cougar Monitoring when the customers really need us the most.
You will be the first point of contact for Cougar’s CCTV monitoring Control Room/Helpdesk representing the business and its values as well as the clients we represent. You will operate and monitor all inbound calls, live security systems, CCTV, Fire, and intruder alerts to a high professional, accurate and effective standard.
You will be working with prestigious clients, so being able to interact with people at all levels is key.
Our control room offers a highly proactive and responsive ‘round the clock service which means we have Controllers work both days and nights, but beyond that we differ from your normal monitoring station. We encourage our staff to use their initiative and “think outside the box”, to provide a bespoke, proactive service for our clients. Providing a bespoke service for our clients means we resolve any issues before they become a security risk. Working for us means you are the master of your own destiny as your thoughts and opinions are encouraged, meaning you can make a difference.
You will be working 4,12-hour shifts with 4 days off on a rolling rota ensuring you get consecutive days off for an excellent work life balance. You will receive an hour unpaid lunch break as well as a paid ten minute break every 2 hours, meaning a total of 1 hour and forty minutes break time during your shift.
Working hours will be 7pm-7am There may be the possibility of part time shifts which can be discussed at your interview, which will be done in person at our purpose-built Monitoring Station in Cradley Heath. _*Please note, we are recruiting for positions that are currently available and for positions*_ _*that will become available over the few months enabling flexibility around start dates.*_
Our office has excellent motorway and commuter links with the benefit of free on-site secure parking. You will be expected to arrive at least 10 minutes early to ensure you are ready for the 7 o’clock start.
This is a permanent position in a very secure industry offering £21,500pa to start increasing to £23,500pa following successful completion of a three month probation period, You will also receive 23 days Annual Leave (includes Bank Holidays), company benefits &, pension following qualifying period.
There are exciting development opportunities for the right person which will benefit from further pay increases. These can be discussed at interview.
*Key Responsibilities*
· Responding to inbound customer calls professionally, quickly, and effectively in our Dedicated Security Control Room
· To conduct proactive CCTV Security patrols to identify security deficiencies at our client’s sites and then initiate resolution measures to resolve these issues as quickly as possible.
· Identify and communicate to the management team, thoughts, ideas, and opinions that will improve the service provided.
· To provide an efficient and courteous telephone answering service and deal efficiently with all enquiries.
· To operate and monitor control room systems to 100% accuracy.
· To record all events and actions taken in a clear, legible, and accurate format
· Ensure all queries are undertaken in compliance with the operating procedures, legislation, and the codes of practice.
· Ongoing monitoring of live streaming CCTV, including vehicle tracking and asset tracking at dedicated sites.
· Recognising, reacting & escalating incidents for both emergency and non-emergency calls and alarm activations
· Remotely perform lock and unlock duties on designated sites and areas within.
· To identify and report equipment failure.
· Implement and act in accordance with the organisation’s information security policies.
· Protect assets from unauthorised access, disclosure, modification, destruction, or interference.
· Report security events or potential events or other security risks to the organisation
· Obtaining, assessing, and accurately recording comprehensive information from incoming calls to facilitate proper assessment, thus enabling rapid deployment of appropriate resources.
*Positive Attributes*
We actively encourage applications from ex-Forces, ex-Police, and ex-Emergency Services personnel.
Experience in a Police/Security or Emergency Services Control Room/Call Centre/Helpdesk environment would be an advantageous but is not essential, as would a good level of security experience.
Front of House/Concierge experience within a prestigious service industry environment.
SIA Public Space License (CCTV) is preferred but not essential (SIA Training will be arranged for the right applicant).
High attention to detail and the ability to think laterally and beyond instructions and protocols
Able to work on multiple computer systems
Ability to deal tactfully and effectively with a wide range of people.
Strong interpersonal and team working skills
Able to establish and maintain customer rapport
Team player
Ability to manage workloads in a continually changing environment and being able to work under pressure
Full Training Provided
Uniform provided
Tea, Coffee, and full kitchen facilities provided
Salary: £24,000 to start with a guarantee of £24,400pa following successful completion of 3 month probation period.
Job Type: Full-time
Pay: £24,000.00-£24,400.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* On-site parking
Ability to commute/relocate:
* Cradley: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
* SIA CCTV License (preferred)
Work Location: In person