The Head of Control Room is a critical leadership position responsible for the 24/7 operational delivery of the National Control Centre for the whole of the UK Business. You will oversee the reactive and real time management of security operations across the G4S, TSS, AUS and Events business streams. Your primary mission is to ensure front line stability, welfare, health & Safety, Incident distribution by managing a team of Managers, Team Leaders, and NCC Operators to mitigate operational challenges, cover scheduling gaps, and maintain seamless service delivery for security contracts nationwide.
Key Responsibilities
Operational Oversight & Resilience:
- Direct the day to day delivery of the Control room , ensuring its functions as the central “pulse” for all reactive security requirements.
- Being a central point of contact for frontline staff, Operations Support Management and the wider SSUK business in matters relating to the Control Room and its operation.
- Develop and implement robust contingency plans with the business for “blow outs” to ensure 100% contract compliance
- Acting as the central point of contact for all incident reporting and distribution to relevant stakeholders.
- To report directly to the Operations Support Director on all issues affecting the control room.
Team Leadership & Management:
- Lead and mentor a multi-tiered team, including Managers, Control Room Team Leaders, and Operators, fostering a high performance culture.
- Conduct regular briefings to ensure all personnel are aligned with evolving business objectives and client specific requirements.
- Manage Staff performance, performance reviews and professional development within the team.
- Manage the team against agreed Business KPI’ & SLA & SOPs
- Work collaboratively with the wider Management team on process and system improvements to support the business.
- Use telephony systems to monitor and improve call centre activity and operator performance
Resource & Schedule Management:
- Monitor real time scheduling data to identify and close “open shifts” across the business.
- Manage & support with Control Room requirements for any large scale projects
- Work collaboratively with the wider Operations Support Management team with additional tasks/projects as required
- Ensuring processes are clear and adhered to.
Skills and Knowledge
- Proven experience in managing large scale, high pressured control room environments
- Working in a dynamic and changing working environment
- Management experience
- Expert in National Control Centre technology tools (Javelin, Ring Central & Other G4S platforms)