OPERATIONS CONTROLLER

Spy Alarms are a leading security company based in the South‑East. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately‑owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.

ROLE SUMMARY

Reporting to the Team Leader, the Operations Controller is responsible for the effective planning, scheduling and management of engineering resource within the Reactive Service operation.

The Controller ensures the right engineer attends the right job, at the right time, with the right information and parts required to deliver an excellent customer experience and maximise first‑time fix.

Working closely with Coordinators, Engineers, Technical Support and other operational teams, the Controller manages engineer diaries, return visits, small works scheduling and daily operational changes to ensure customer commitments are met whilst maintaining operational efficiency.

The role requires strong organisational skills, commercial awareness, confident decision making and the ability to balance customer needs with operational priorities.

MAIN RESPONSIBILITIES

Operations Controllers are responsible for turning customer commitments into successful outcomes.

Through effective planning, resource management and operational control, they ensure customers receive a timely, professional service whilst supporting engineers to deliver the best possible results.

Areas of responsibility

• Manage engineer diaries to maximise utilisation, productivity and customer service
• Schedule work based on engineer skill set, location, travel time and customer priority
• Ensure engineer routes and appointments are planned efficiently
• Dynamically manage daily schedules in response to sickness, breakdowns, emergency work and customer changes
• Ensure engineers have the correct information, notes and parts before attending site
• Manage and reduce aged work orders and return visits
• Order and track parts required for engineer visits and return appointments
• Take ownership of return visit scheduling and support root cause analysis to reduce avoidable returns
• Prioritise work based on customer sensitivity and business needs
• Schedule small works orders and support achievement of small works targets
• Work closely with coordinators to ensure customers receive timely updates
• Support Platinum and Gold accounts by ensuring work is prioritised appropriately and risks are escalated quickly
• Challenge and support engineers where required to ensure efficient use of resource
• Monitor engineer performance and identify opportunities to improve productivity and service delivery

PERFORMANCE MEASURES

• Engineer revenue per day
• Engineer utilisation and time on site
• Return visits and first‑time fix rate
• Aged work orders
• Work order completion rates
• Small works delivery
• Priority account service performance
• Travel time efficiency
• % Free of Charge visits
• Customer satisfaction

EXPECTED BEHAVIOURS

• Customer‑first mindset
• Strong ownership and accountability
• Confident decision maker
• Excellent planning and organisational skills
• Commercial awareness
• Ability to challenge constructively
• Calm under pressure
• Strong attention to detail
• Proactive approach to problem solving
• Collaborative team player
• Results driven

BENEFITS

In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.

• Competitive Salary AE
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• BUPA employee assistance program

Hours and other details about the job

This is an office‑based role with standard hours of 8.30am‑5.00pm Monday – Friday and some flexibility to manage any task in hand.

One day working from home is available after probation.

NSSA Security Screening is required for this role.

Job Types: Full‑time, Permanent

• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• On‑site parking
• Referral programme
• Sick pay

Ability to commute/relocate:

• Orpington BR5 3RJ: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer Service Management: 2 years (required)