Security & Operations Control Analyst (Security Operations Centre / Control Room Based)
Contract Details
Location: 100% Office Based in Sighthill North, Edinburgh
Pay Rate: £15.81 per hour. Night shifts attract additional payment for unsociable hours.
Contract Length: Until End of December 2026.
Shift Type: Rotating days and nights (12‑hour shifts)
Full flexibility required; shifts include weekends and bank holidays. Blocks of day shifts followed by night shifts, with 4–5 rest days between rotations.
10 hours paid, 2 hours unpaid breaks per shift.
About the Role
In this dynamic desk‑based role, you will be at the forefront of security operations, managing a high volume of live incidents, alarms, and inquiries across various channels, primarily via telephone. You will be working in a busy environment handling a high volume of incidents across the estate, requiring the ability to prioritise and work at pace throughout the shift. Your calm demeanour and attention to detail will help ensure the safety of colleagues, customers, and property. This is not a physical security or guarding role; all work is carried out from a control room environment.
Key Responsibilities
- Receive and manage inquiries via telephone, email and IT ticketing systems.
- Monitor and respond to physical security alarms and incidents.
- Handle high volume inbound and outbound calls with professionalism.
- Manage incidents from start to finish, following approved systems and playbooks.
- Liaise with colleagues, suppliers, contractors and emergency services.
- Accurately document all incidents and actions taken.
- Contribute to continuous improvement and quality assurance activities.
Essential Skills
- Strong customer service or call centre background.
- Confident in handling high‑volume telephone calls.
- Ability to remain calm and focused under pressure.
- Excellent attention to detail and accuracy.
- Strong IT literacy and ability to work across multiple systems.
- Clear and professional communication skills.
- Self‑motivated and comfortable working independently, especially during night shifts.
Desirable Experience
- Background in security operations, alarm monitoring or incident response.
- Familiarity with IT ticketing systems such as ServiceNow.
- Experience in regulated or time‑critical environments.
Ideal Candidate Profile
- Calm and resilient under pressure.
- Strong communicator with excellent customer service instincts.
- Highly organised and detail‑focused.
- Proactive and motivated.
- Comfortable with a phone‑heavy role and independent working during nights.
Training and Support
Structured 6‑week training program with classroom learning, on‑the‑job coaching and buddying with experienced operators. Ongoing senior support available during nights and weekends.
Performance Measurement
Performance assessed through SLA adherence, accuracy in incident handling and ability to work at pace in a high‑volume environment.
Vetting & Compliance
Full vetting required (DBS and credit checks). Candidates must be eligible to work in the UK.
Benefits
- Initial contract until December with strong likelihood of internal movement for high performers.
- Regular permanent and contract opportunities within the organisation.
- Exposure to a wider Physical Security and Operations team.
Why Join Us?
We are a disability‑confident employer dedicated to an inclusive and accessible recruitment process for all candidates. We comply with equal opportunities and privacy statements.
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