National Security Operations Room / Control Room Supervisor

National Security Operations Room / Control Room (NSOR) Supervisor – Norwich

Starting salary from £44,000 DOE – Full Time, Monday – Friday, 07:00 – 17:00

Overview

We’re looking for an exceptional leader to take ownership of our National Security Operations Room (NSOR), leading a team of Control Room Operators within a critical security environment. This role is ideal for an experienced Control Room Supervisor, Security Operations Team Leader, or CCTV Manager who is passionate about developing people, driving high performance, and creating a culture of accountability and excellence.

Key Responsibilities

• Lead, motivate, and develop a team of Lead Operators and Operators within a 24/7/365 control room environment.
• Conduct regular 1:1 meetings, coaching sessions, and performance reviews to support development and succession planning.
• Create a high-performance culture focused on accountability, professionalism, teamwork, and continuous improvement.
• Identify skills gaps and implement development plans to improve capability and confidence across the team.
• Support recruitment, onboarding, and training activities to ensure the team is equipped for future growth.
• Promote employee wellbeing, engagement, and retention through visible and supportive leadership.
• Ensure clear communication and effective handovers between shifts, maintaining operational continuity.
• Provide operational oversight of all CCTV monitoring and control room activities.
• Ensure CCTV systems, monitoring platforms, communications equipment, and associated technologies remain fully operational.
• Lead and support the team during live incidents, ensuring effective decision‑making, escalation, and incident management.
• Maintain oversight of VIP travel monitoring and critical operational activities.
• Ensure evidential‑quality CCTV footage is captured, stored, and managed in line with legal and organisational requirements.
• Monitor contractor performance and system maintenance activities to maximise operational uptime and service delivery.
• Support operational resilience by remaining capable of undertaking Operator duties when required.
• Ensure compliance with Data Protection legislation, UK GDPR, Human Rights legislation, RIPA, and CCTV Codes of Practice.
• Oversee incident reporting, audit trails, evidence management, and quality assurance processes.
• Drive continuous improvement initiatives to enhance operational effectiveness, service delivery, and customer experience.
• Build strong working relationships with Police, Security Teams, Estates, and external stakeholders.
• Ensure all records, reports, and operational documentation are accurate, compliant, and audit‑ready.

Essential Qualifications

• Previous CCTV Control Room, Security Operations Centre (SOC), or Security Control Room experience.
• Proven experience leading, coaching, and developing teams.
• Strong people management skills with a passion for employee development.
• Experience managing incidents, escalations, and operational priorities.
• Current SIA Licence (Security Guarding or Door Supervision).
• Excellent communication, leadership, and stakeholder management skills.
• Ability to remain calm, decisive, and effective in high‑pressure situations.

Desirable Qualifications

• CCTV Public Space Surveillance (PSS) qualification.
• Experience managing performance, recruitment, and succession planning.
• Experience within a large‑scale, multi‑site, or critical infrastructure environment.

Benefits

• Competitive salary starting at £44,000, with potential for overtime.
• Flexible benefits platform offering additional holiday days, insurance options, and pension contributions.
• Health and wellbeing support, including virtual GP services and financial wellbeing assistance.
• Access to discounts across retailers, gyms, and other services.
• Share plan offering matching contributions and potential share awards.
• Recognition programmes and opportunities for career progression.

Equal Opportunity Employer

We are committed to ensuring our recruitment process is inclusive and accessible to all, including individuals with disabilities or long‑term conditions. Please let us know if you require reasonable adjustments during the recruitment process.

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