Control Room Officer - Trafford Centre

Purpose of the Role

The Control Room Operative works in collaboration with Security team members to support and deliver the security services within the Trafford Centre. You are responsible for the day-to-day running of the control room CCTV system. You are responsible for the effective operation and monitoring of the centre CCTV system in compliance of the Data Protection Act and our company policies and procedures.

You will be expected to deliver the proactive monitoring of the centre CCTV system to ensure security of the centre in line with our security strategy. You will be required to support the mall security operation through effective monitoring of the CCTV system when incidents occur and be prepared to gather evidence, via the technology, for ongoing reporting to the Police and other statutory bodies as required.

You should have excellent attention to detail, excellent observation skills with an ability to analyse data and be confident in making decisions and giving direction to affect a satisfactory resolution to incidents. Able to articulate clearly and credibly with the client, senior managers and all staff.

Key Responsibilities

The role includes a variety of tasks including the following:

• You develop close working relationships with supervision to fully understand the needs of the business.
• You support Centre Management in driving best practice with all aspects of the job role.
• You work closely with all the operational teams to ensure the best standards are adhered to.
• You promote our operational focus on compliance, communication, consistency and collaboration in all you deliver.
• You are an ambassador for the Centre and for Security. Ensuring that you deliver consistently high standards of security services at all times, thereby promoting a professional and welcoming atmosphere through your exemplary behaviour.

Behaviour and culture:

• Adhere to all departmental procedures, schedules, and company policies as outlined in the employment handbook, including HR guidelines, code of conduct, and health and safety requirements.
• Represent the Trafford Centre with integrity and courtesy on every shift. Maintain a professional appearance and deliver fair, efficient, and honest service.
• Comply with health and safety protocols, including your responsibilities in relation to your own health and safety and others around you. and adhere to all company’s safety guidelines.
• Communicate with team leaders and colleagues effectively to support seamless department operations and improve teamwork. Attend briefings and training sessions to enhance your skills and knowledge.
• Respond to customer queries, complaints, and compliments with a helpful attitude, and take on any additional tasks assigned by management as needed.
• You will be referred to and/or given Site Assignment Instructions or information on site specific duties for your place of work that will detail additional duties you are required to undertake and instructions that you are required to always comply with. You are expected to familiarise yourself with these instructions to understand what is required of you in your role.
• Support corporate responsibility objectives including personal support to community projects and activities including at least one day volunteering as part of the Foundation pledge.

CCTV Duties:

• Proactive Surveillance and Support: Monitor security cameras and anticipate potential issues. Delivering security services and solutions to meet and exceed needs. Supporting the security operation at the centre to maintain a safe environment. promptly alerting mall security
• Incident and Access Management: Serve as the primary contact for security-related queries, emergencies resolving more complex queries utilising experience and knowledge, and ensuring incidents and daily logs are reported accurately. Provide access control of the Centre’s service yards monitoring all deliveries.
• Collaboration and Coordination: Work closely with mall security officers to deliver seamless, proactive security services across the centre. To be the first response for all centre enquiries and emergencies and to ensure all security issues are reported in line with company and centre procedures.
• Equipment Oversight: Monitor security equipment, reporting faults, and assisting with general security-related requests from management. Being fully conversant with operational functions including access control, CCTV, detection and alarm systems, ensuring effective monitoring and reporting function is maintained.

• Support Security Best Practices: Contribute to the development and sharing of best practices to enhance service effectiveness within the security team.
• Uphold and Maintain High Service Standards: Meet performance standards by taking pride in the Centre and maintaining its quality in all tasks. Including proactive CCTV patrols.
• Professionalism and Flexibility: Maintain a good standard of personal appearance and remain flexible with shift assignments and support management with reasonable requests as needed

Skills, Knowledge and Experience

Person specification:

• The ability to deliver strong verbal and written communication with the capacity to handle sensitive situations tactfully, confidently, and credibly.
• Demonstrating commitment to the values of integrity, vigilance, and helpfulness, with keen attention to detail.
• The capability to work and complete tasks independently with self-motivation, adaptability, and able to manage changing priorities, using time effectively.
• The aptitude to stay composed in high-pressure situations with a problem-solving approach.
• Basic computer skills and an ability to self-teach and learn how to use new software and databases.

Qualifications and experience:

Essential:

• 5-year checkable employment record under DBS.
• SIA licenced – Valid in date Public Space CCTV licence.
• First aid qualified or willing to work towards higher qualification.

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