Control Room Supervisor
| Company: | Mitie |
|---|---|
| Salary: | Not specified |
| Hours: | Full-time |
| Location: | EC4V 4LA |
| Job type: | Permanent |
| Posting date: | 10 Jul 2026 |
| Closing date: | 7 Aug 2026 |
Summary
Control Room Supervisor
4 on 4 off
£21.23 per hour
Key Objectives
-Essential global operations centre experience nessesery
-To understand organisations priorities and how your role supports their daily objectives;
-Manage the day to day running of the LCC 24/7 and act as a first line response to all incidents that impact on the organisations global contract;
-To take the lead and manage all critical and emergency situations ‘out of hours' until such time as a organisation representative takes over responsibility for the incident;
-To ensure that all alarms into the LCC are dealt with quickly and effectively, supporting the wider business where possible;
-To support the UK & Ireland offices to manage their responsibilities where relevant and maintain effective working relationships with the teams;
-To manage and monitor organisation's Travellers abroad and take quick and effective action to deal with any incidents or issues that may arise;
-Investigate any issues or incidents which may arise that impact on staff, premises or assets or Mitie security staff;
-Utilise all security and other protective systems to manage and monitor global events/incidents;
-To be pro-active and identify issues and/or incidents which may impact on the wider global business and escalate where relevant;
-To work collectively with the other global Control Rooms to deliver consistent services;
-To ensure that all relevant incidents are escalated via the correct channels to the nominated company lead(s);
-To ensure that the LCC team deliver exceptional customer service to all enquiries into the control room;
-To ensure that each LCC team member takes personally responsibility for each enquiry into the control room to support satisfactory resolution;
-To support organisation to undertake regular audit of all security and other systems;
-To undertake ‘one off' projects relating to the Control Room as directed by the clients;
-To work with other service partners to ensure that equipment faults are reported quickly
-To look for opportunities for continuous improvement and to propose options that are mutually beneficial to the Account and Mitie.
-To build and maintain effective working relationships with all key stakeholders
-To coach and mentor the LCC Controllers to support them in achieving site specific objectives
-Regularly test LCC Controllers knowledge and ability to undertake their role and support development where required;
-To support and achieve the monthly LCC KPI requirements;
-To manage WP+ to ensure hours are reconciled;
-Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times;
-To undertake check-calls where security staff are working in isolation on other UK sites;
-To undertake any other duties as requested by the client;
Main Duties
-Deal with Emergencies
-To take control and manage all incidents and events which occur ‘out of hours' until such time as a client representative is able to take control;
-Be pro-active to identify issues which may impact on business and escalate where relevant
-Escalate information and updates to the relevant business lead(s) quickly and effectively
-Ensure that all LCC Controllers are trained and capable of carrying out their duties in times of emergency
-Identify any ‘lessons learnt' to support business improve future response to incidents
-Manage the LCC:-
-Deal with the day to day running of the LCC
-Manage and monitor all security and other systems to ensure the smooth running of the LCC
-Ensure staff are complying with the Assignment Instructions and Standard Operating Procedures
-Ensure staff are taking ownership to deal with enquiries to deliver exceptional customer service
-Ensure that all callers into the LCC receive exceptional customer service
-Investigate any issues or incidents which arise which impact on BNYM
-Reconcile WP+ to ensure correct staff pay and invoicing
-Meet the LCC KPI requirements
-Maintain effective working relationships with other BNYM global Control Rooms and UK & Ireland offices
-Conduct regular check calls where Mitie/VSG staff are lone working
-Traveller Tracking:-
-Manage and monitor all organisation's Travellers abroad
-Deal quickly and effectively with all issues arising from staff travelling abroad
-Deliver exceptional customer service to all traveller enquiries into the LCC
Manage Staff:-
-Regular 1-2-1 meetings conducted with each LCC Controller to check objectives are being met
-Annual appraisal completion and review
-Training & development programme agreed and in place for each LCC Controller
-Delegate tasks and projects to LCC Controllers as appropriate to support development
-Mentor and coach LCC Controllers to reach their full potential
-Identify and develop a LCC Supervisor Deputy to ensure resilience for each site
-Deal effectively with under performance
-Investigations
-Undertake investigations into issues relating to staff performance
-Undertake other investigations as required by the client
-Undertake HR disciplines/appeals as required by Company procedures
Audit
-To undertake regular audit of processes and procedures to support business compliance requirements
-To undertake one off projects as required by business to support audit requirements
-Person Specification
-Effective Leadership and Team Building skills
-Excellent Organisational Skills
-Security Systems knowledge and experience (CCTV and Access Control systems)
-Demonstrable internal and external Stakeholder Management
-Effective Communication Skills - both written and verbal
-Excellent IT skills
-Personal Responsibility and Accountability
-Previous experience of managing a team in a corporate environment
-Previous experience of managing a control room and emergencies situations