Duty Controller
| Company: | Mitie |
|---|---|
| Salary: | Not specified |
| Hours: | Full-time |
| Location: | G1 2FF |
| Job type: | Permanent |
| Posting date: | 6 Oct 2026 |
| Closing date: | 2 Nov 2026 |
Summary
CONTROLLER
Buchanan Galleries Shopping Centre
220 Buchanan Street
G12FF
payrate - £15.92
About the Role
This is a specialist control room role responsible for supporting the safety, security and effective operation of the centre through professional CCTV monitoring, incident coordination, access control and accurate reporting.
The CCTV Controller will act as a key communication point for security operations, supporting officers, supervisors, emergency response, contractors and site teams while maintaining compliance with legal, Landsec and Mitie requirements.
Key Responsibilities
CCTV Monitoring & Incident Coordination
-Operate CCTV systems professionally to monitor activity, identify risks and support the prevention and detection of incidents.
-Coordinate incident response by providing timely information to security officers, supervisors, emergency services and site teams.
-Monitor alarms, radio communications and control room systems, escalating issues in line with site procedures.
-Support investigations by reviewing footage and providing accurate information where authorised.
Control Room Operations
-Manage control room processes including key control, equipment issue, site access, contractor sign-in and permit support.
-Maintain clear radio discipline and ensure messages are handled professionally and accurately.
-Ensure security equipment is issued, returned and recorded correctly.
-Support the secure opening, closure and operational control of designated areas in line with site procedures.
Compliance, Evidence & Reporting
-Maintain accurate logs, incident records, control room paperwork and audit documentation.
-Handle CCTV footage requests and evidence process in line with legal, data protection, Landsec and Mitie requirements.
-Report health and safety concerns, security risks and operational issues promptly through the correct channels.
-Support audits, investigations, incident reviews and corrective actions through accurate information and reporting.
-Maintain strict confidentiality of all sites, client, employee, and security-related information, ensuring sensitive data is protected and only shared with authorised personnel.
Guest Experience & Team Support
-To have our guest's welfare and visiting experience at the forefront of your mind at all times.
-Take every step to go ‘above and beyond' in delivering Guest Experience.
-To provide a friendly welcome/farewell to every guest, where relevant, and be aware of any potential ‘added value' services you can give.
-Ensure all activities reflect and support the Buchanan Galleries brand.
-Provide a professional, calm and Guest-focused service when supporting guests, Brand Partners, contractors and colleagues.
-Support officers on the ground with timely updates, situational awareness and accurate information.
-Work collaboratively with Security, Cleaning, Guest Services, centre management and emergency services.
-Complete required training and maintain competence in control room systems, processes and standards.
What We're Looking For
-Always act as an ambassador of the centre by providing an excellent standard of Guest Experience, and through good leadership skills encourage all Cleaning and Security operatives to provide the same excellent service.
-Responsible for monitoring the CCTV system and ensuring all incidents are captured where possible. Ensure you adhere to the CCTV procedure, CCTV code of practice and the Data protection act.
-To monitor and manage security systems, equipment and the building management system, log and report specified requirements and take appropriate action as required.
-Ensure defects are logged and defect reports are raised and issued to maintenance for remedial action.
-Maintain radio communications with other staff and management as well as controlling and logging of radio equipment. Ensure correct radio procedures are adhered to.
-Assist with contractor access requests and control contractor access and ensure compliance with the centre's procedures
-Valid SIA CCTV licence required; Door Supervisor or Security Guarding licence desirable depending on site requirements.
-Ensure all duties are carried out in accordance with instructions issued by Centre Management
-Maintain accurate incident records and ensure all incidents and occurrences are logged, reported, and communicated to the appropriate parties prior to the end of each shift.
-Monitor the set-up of promotions and ensure visiting personnel are aware of the Centre's Health & Safety procedures and requirements.
-Monitor staff and ensure uniforms are always worn and are to a high standard of presentation. Ensure staff are presented as per the Assignment Instructions, and any breaches are dealt with accordingly.
-Always keep the control room clean and tidy with relevant paperwork completed and filed away. Also, that all equipment is properly operational.
-To be aware of and abide by all rules, terms and conditions of the company.
-Previous control room, CCTV, security, retail or facilities experience desirable.
-Calm focused and professional, with strong attention to detail and the ability to prioritise under pressure.
-Confident communicator with good radio discipline and clear written reporting skills.
-Good understanding of confidentiality, data protection, evidence handling and security procedures.
-Comfortable using CCTV, access control, reporting systems, radios and other operational technology.
-The above is not an exhaustive list of duties and you will be expected to perform different tasks as needed by your changing role within the organization.
Skills, Knowledge, and Experience
Essential
-To comply with the Security Industry Act 2001, officers must hold a valid SIA Security and CCTV Licence
-Reliable, helpful and well-presented and with excellent people skills.
-Ability to work in a team, or alone under the direction of Centre Management.
-Team player with strong Supervisory skills, able to provide a helpful and polite service, by telephone, email and in person.
-Pleasant manner and efficiency in relaying messages and taking instructions.
-Excellent communication skills.
-Ability to deal with confidential information.
-A calm disposition.
-Able to work under pressure to deadlines.
-Careful and conscientious with an aptitude for attention to detail.
-Confident enthusiastic personality.
-To be able to work the hours and shifts in accordance with conditions of employment.
Desirable
To have good working knowledge of control rooms. Also to have the skills to source relevant information quickly and efficiently.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as deemed necessary from time to time.