Monitoring Station Manager

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Job Specification

• Reports to: Operations Director
• Contract: Full time – 40 hours per week
• Working Pattern: Monday to Friday, 08:00 to 17:00
• Based: Glasgow
• Salary: £35,000 – £45,000

About Prime Secure

We are an award‑winning, privately‑owned, Glasgow‑headquartered business providing security system and guarding services to our diverse customer base across the UK. We are growing quickly and have ambitious plans to achieve a turnover of £50m per annum by 2030. We embrace new ideas and change and value everyone’s input into how we continue to thrive and grow.

As part of our Road to 2030 Strategic Roadmap, we have introduced a Long Term Bonus scheme for employees. This scheme is designed to recognise the commitment made by our employees who help us achieve our Group profit objectives over the long term and provide a reward which allows our employees to share in the success of the business.

About the Role

What you will be doing:

• Providing leadership and management to the Monitoring Station team, nurturing a culture of accountability.
• Ensuring the operational status of the monitoring station is maintained 24/7/365.
• Developing and enforcing security protocols and standard operating procedures (SOPs) to ensure the security and confidentiality of alarm data.
• Ensuring CCTV monitoring is completed correctly and in accordance with agreed practices.
• Training and development of monitoring station operators.

Our Core Values

• Integrity
• Customer Excellence
• Plain‑Speaking
• Agility
• Courage & Conviction

Benefits

• 30 Days\’ Annual Leave (including Bank Holidays)
• Annual Salary Review
• Enhanced Company Sick Pay
• Enhanced Maternity Pay
• Enhanced Paternity Pay
• Option to Purchase Additional Holidays
• Health Cash Plan
• Additional leave
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• On‑site gym
• Paid volunteer time
• Profit sharing
• Referral programme
• Sick pay

Who You Are

A Monitoring Station Manager is a key role; you will be responsible for overseeing the operations of a Monitoring Station (MS) also known as an Alarm Receiving Centre (ARC). This role is crucial to our operations and involves managing a team of supervisors and operators who monitor and respond to various types of alarms, primarily those related to CCTV systems, fire detection and more. They play a pivotal role in ensuring the safety and security of individuals and properties by managing the efficient and effective monitoring of alarm systems. Their ability to lead a team and make critical decisions under pressure is vital to the success of the Monitoring Station.

Key Responsibilities

• Operational Oversight: Manage day‑to‑day operations, staffing levels, and ensure operational efficiency.
• Quality Control: Ensure all alarms are received, processed, and responded to according to established processes and industry standards.
• Technical Expertise: Troubleshoot and resolve technical issues with alarm systems, CCTV, and monitoring equipment.
• Team Management: Lead and motivate a team, providing training, coaching, and performance evaluations.
• Security Protocols: Develop, document, and maintain operational processes aligned with customer requirements.
• Emergency Response: Coordinate responses to emergencies and critical situations with law enforcement and emergency services.
• Customer Relations: Manage client relationships, address concerns, and ensure customer satisfaction.
• Technology Integration: Stay current with advancements in alarm monitoring technology and integrate new tools to improve efficiency.
• Compliance: Ensure operations comply with all relevant laws, regulations, and industry standards.
• Reporting and Documentation: Maintain detailed records, generate weekly reports for operations meetings, and prepare customer reports.
• Training and Development: Provide ongoing training to staff to enhance skills and keep up to date with industry practices.
• Security Awareness: Protect the monitoring facility with physical security measures.
• Continuous Improvement: Identify opportunities for process improvements and operational efficiency enhancements.

Requirements

• Several years of experience in alarm monitoring or security operations with at least 1‑2 years in a supervisory or managerial role.
• Proficiency in using alarm monitoring software and security systems is essential. Knowledge of various types of security alarms and monitoring equipment is an advantage.
• Strong verbal and written communication skills for interacting with clients, staff, and emergency responders.
• The ability to lead and motivate a team, make critical decisions under pressure, and prioritise tasks during emergencies.
• Adept at troubleshooting technical issues and making quick, informed decisions during security incidents.
• Must have a keen eye for detail to accurately assess and respond to alarm events.
• Demonstrated experience in using Sentinel – Alarm Monitoring Software (desirable, not essential).

Performance Expectations

• Excellent organisational skills.
• Proficient communication skills.
• Effective problem‑solving.
• Critical thinking ability.
• Creativity.
• Integrity.
• Strong people skills.
• Up‑to‑date knowledge of alarm monitoring technology and IT.
• Sound understanding of regulatory guidelines and security policies.

As a fair and ethical employer, in accordance with guidelines taken from the 2010 Equality Act, Prime Secure is committed to promoting equal opportunities for all: irrespective of colour, race, religion or belief, ethnic or national origins, gender, marital/civil partnership status, sexuality, disability or age.