Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic control room, optimising customer service and managing helpdesk operations.
- Company: Join CIS Security, a multi-award-winning company known for its excellent workplace culture.
- Benefits: Enjoy healthcare plans, discounts, tailored uniforms, and first-class training for career growth.
- Why this job: Make a real impact in a role that values leadership and customer interaction.
- Qualifications: Experience in helpdesk or control room environments; SIA Licence required.
- Other info: Be part of a diverse team that celebrates differences and fosters a sense of belonging.
The predicted salary is between 33900 - 44000 £ per year.
A fantastic opportunity has arisen for a Head Office Helpdesk & Duty Controller, who will lead operational excellence and optimise service for customers in a dynamic control room environment. This is an active and visible role requiring strong leadership competence in addition to entrepreneurial ability; customer interaction is significant and excellent relationship management skills are required.
Information
- Position: Helpdesk and Duty Controller
- Location: Head Office - Lewisham
- Pay: £39,342 per annum
- Hours: 42 hours per week
- Shifts: 4 on 4 off - Days only
Skills & Experience
- Experience of working in a Helpdesk or control room environment
- SIA Licence is required
- It is essential to be over 25 years of age for fleet insurance
- To hold full, clean driving licence is essential
- Previous experience using a CAFM system i.e. TF Cloud, Vantify etc.
- Be flexible as your shift pattern may change due to operational requirements within the control room
- Strong IT ability - including Excel, Word, Outlook
- Excellent written and verbal communication skills
- Time Management & Organisational Skills
- Courteous, professional manner with a disciplined but calm, vigilant approach
- Ability to perform and succeed under pressure
- Able to prioritise and organise workloads to meet strict deadlines whilst being consistent and accurate
- Responsiveness to requests for service
- SIA CCTV Licence is desirable
- Experience of managing rosters and scheduling systems is desirable
- Experience in using OSINT to report major incidents across the business is desirable
- Be confident you are able to undertake 100% of all specific duties
- Be able to provide all the documentation and vetting information requested
Job Role: Primary Function
- Be responsible for responding and organising adequate cover for ad hoc customer orientated tasks as well as being responsible for taking ownership and applying prioritised organisation to your workload in accordance with operational requirements
- You will be expected to carry out additional reasonable duties in accordance with operational requirements, e.g., attending sites in the event of a shortfall of available officers
- Operate a range of remote monitoring, CCTV, and communication facilities contained within the Control Room
- Report any incidents that occur immediately to the Police Incident Control room via a dedicated link, and/or report to other relevant agency and provide support/commentary to the Police and/or other relevant agency
- Maintain accurate records of data recordings and events, using incident reporting software
- Communicate all major incidents to clients and operations team as and when required
- Completing the daily occurrence logbook, with all events which take place throughout the shift
- Complete manning for any contracts, which require it and send to the relevant personnel
- Monitor all HQ response colleagues to ensure they are working
- Conduct contracted weekend patrols of customer premises
Job Role: Secondary Function
- Be responsible for the out of hours Helpdesk Support to a number of our prestigious clients across London
- Coordinate help desk traffic, acting as the first point of contact for all tenant maintenance queries via phone, email, and the resident portals
- Facilitate the end-to-end process of all maintenance queries, from ticket received to job completion and close on the company's CAFM platform in line with company service level agreements
- Identify and assign appropriate contractors and external vendors to maintenance jobs, while continuously monitoring their performance and quality of service
- Maintain administration systems to record maintenance operations including contractors used, additional works, performance monitoring and complaints log
- Build strong working relationships with external maintenance vendors/contractors
- Monitor the helpdesk jobs and provide regular updates to customers on job status through to completion
- Utilising the processes and equipment available to produce completed work to each individual customer's specific requirements
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 values diversity. We welcome applications from all sections of the community. All employment decisions are based on qualifications, quality, and business needs.
Due to the volume of applications, if we have not contacted you within three weeks of initial contact then unfortunately you have not been successful on this occasion.
Helpdesk & Duty Controller employer: United Builders Service, Inc.
Contact Detail:
United Builders Service, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk & Duty Controller
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on CIS Security. Check out their website and social media to understand their values and what makes them tick. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience in helpdesk or control room environments aligns with the role. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your skills! Be ready to discuss specific examples of how you've handled pressure, managed workloads, or improved customer service in past roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the position and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Helpdesk & Duty Controller role.
We think you need these skills to ace Helpdesk & Duty Controller
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in helpdesk or control room environments. We want to see how your skills match the job description, so don’t hold back on showcasing your relevant experience!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it’s crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to reflect your ability to communicate effectively.
Highlight Your IT Proficiency: Mention your strong IT abilities, especially with tools like Excel, Word, and any CAFM systems you’ve used. We’re looking for someone who can hit the ground running, so let us know how tech-savvy you are!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at United Builders Service, Inc.
✨Know Your Control Room Basics
Familiarise yourself with the key functions of a control room environment. Understand how to operate remote monitoring and CCTV systems, as well as the importance of incident reporting. This knowledge will show your potential employer that you’re ready to hit the ground running.
✨Demonstrate Strong Communication Skills
Since this role involves significant customer interaction, practice articulating your thoughts clearly and professionally. Prepare examples of how you've effectively communicated in past roles, especially under pressure. This will highlight your ability to manage relationships and respond to service requests.
✨Showcase Your IT Proficiency
Brush up on your skills with Excel, Word, and any CAFM systems you’ve used before. Be ready to discuss how you’ve utilised these tools in previous jobs to improve efficiency or solve problems. This will demonstrate your technical capability and readiness for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations in a helpdesk setting. Think of scenarios where you had to prioritise tasks or manage multiple requests simultaneously. Practising these responses will help you convey your organisational skills and calm approach under pressure.
