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Control Officer Kingston upon Thames, United Kingdom £11.55 hourly

Control Officer

Location: Kingston upon Thames, United Kingdom |
Salary: £11.55 hourly |
Posted: 22 Aug 2019 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 190001QZ


Job Introduction

The CRO will ensure the smooth running of the control room operations, under the supervision of the Control Room Supervisor, to ensure the set standards of the full security operational scope is maintained throughout the site.

The CRO will be required to report on monthly occurrences and identify initiatives and innovations for consideration to ensure continuous site development. Risks and threats highlighted while running their daily operational tasks will be immediately escalated to their immediate line manager for reviewing.

The CRO will be an extension of the Control Room Supervisor back of house and by extension the brand ambassador of Bentall Shopping Centre and will lead the team to provide the expected level of customer service excellence. Part of the daily operations will require the CRO to build their relationship with tenants, contractors and maintenance team and provide support where needed.

Primary responsibilities include (but are not limited to):

 Provide and uphold an excellent level of customer service to site staff and visitors
 Ensure the security, safety and well-being of all personnel, visitors and the premises
 Adhere to all G4S, JLL and site policies and procedures
 Remain in compliance with government regulations
 Remain punctual, presentable and supportive of all company and site initiatives and innovations introduced
 Support and assist the Control Supervisor and Compliance Manager and by extension the SACS Manager
 Guide and direct SACS Officer/s as required during daily operations

Extended Responsibilities and Accountability:

1.  Customer Service

1.1 To liaise with G4S & the Customer as mediator in regards to all aspects of the contract.
1.2 To liaise with local police, residents, authorities and neighbouring businesses, to ensure the most effective security measures are adopted in accordance with relevant/up-to-date information.
1.3 Ensure strict compliance with COP enforced by registered CCTV body, AI’s and governed regulations (DPA, FOIA and etc).
1.4 Ensure that all site Reports are completed and maintained.
1.5 Ensure bespoke Assignment Instructions, Health and Safety and Security Risk Assessments and associated action plans are maintained.
1.6 Ensure all customer complaints, observations or non compliance’s are captured, documented and reported to your line manager and acted on or amended within agreed time scale.
1.7 Provide ‘first line’ response for site based staff to resolve issues raised such as; pay queries, uniform requirements, holiday bookings etc. liaising with your line manager.
1.8 Working with designated AOC to ensure site compliance with security rota within the G4S rostering system, in line with contractual requirements.

2. Operational Efficiency

2.1 Regular maintenance checks of all site equipment to ensure efficient delivery of all security measures.
2.2 To support Compliance Manager and Control Room Supervisors with all operational requirements to ensure constant positive progression.
2.3 Ensure maintenance of all necessary documentation referenced to in the AI.
2.4 Ensure prompt/adequate response to incidents at customer premises in line with Company procedures and/or contract requirements.
2.5 Ensure familiarity with and availability of all equipment required for the delivery of service, especially in relation to Patrol Reporting Systems, CCTV, Access Control Systems, fire & intruder alarms, uniforms, torches, and personal protective equipment, etc.
2.6 Ensure full understanding of escalation procedures for incidents at customer premises to meet obligations under the contract and/or legislation.
2.7 Ensure all Security Officer activity is scheduled, within the ‘G4S Rostering’ system, in accordance with BS 7499.
2.8 In conjunction with G4S ensure sufficient manning of suitable quality is available to meet customer requirements including holiday, sickness & extra cover.
2.9 Maintain on site CCTV Management and Operation procedures.
2.10 Ensure all employees carry current photographic identity card at all times. Including SIA licence which must be on display at all times
2.11 To attend Customer meetings as requested.
2.12 To attend meetings with Tenants/Customers within the premises as asked.
2.13 Ensure that you are on call at all times in the event of an emergency, unless on Holiday or sick.

3 Employee Satisfaction and Staff Development

3.1 Carry out interviews on all prospective job candidates required within your area of responsibility.
3.2 Ensure all employees receive Site Induction training and a Site Training Record is completed.
3.3 Insure that all Staff has adequate training allowing them to carry out their role effectively.
3.4 Ensure all personnel are appraised on a regular basis and identify candidates for future development.
3.5 Ensure regular communication with all staff under your control to the standards laid down in the G4S Operations Manual.
3.6 Ensure all employees are dealt with fairly and equitably in all respects with particular attention to timely and accurate payments and disciplinary or grievance issues; and that satisfaction levels as measured by objective, anonymous surveys, are continually improving.

4. Continuous Improvement and Quality

4.1 Ensure the practices of Continuous Improvement and recognition operate on each site, and passing onto your line manager, ensuring proposals are promptly discussed with the customer, and feedback given to the person making the proposal.
4.2 Maintain up to date knowledge of all relevant legislation, best practice etc. relevant to the position.

5. Other

5.1 To produce timely completion/submission of required reports to SACS & Compliance Manager, Control Room Supervisor and Client.
5.2 To engage in any other activities requested by the client and/or G4S.

The Ideal Candidate

QUALIFICATIONS & EXPERIENCE 5 year verifiable work history
Static PSA Licence
Excellence communication skills including fluent English
Good customer service skills
SIA Licence
Previous expercence in a Security Officer position
Full Clean drivers licence
Safe Pass
Good knowledge of two way radio systems
Manual Handling
Occupational First Aid
Fire Warden


Reliable, conscientious with an eye for detail
Enthusiastic and flexible approach
Capable of working independently and as part of a team
Good customer care skills

We achieve this through INNOVATION AND TEAMWORK

About the Company

G4S is the world's leading global, integrated security company specialising in the delivery of security and related services to customers across six continents. We specialise in outsourced business processes and facilities in sectors where security and safety risks are considered a strategic threat. We operate in over 90 countries. We have a truly global business with large established market positions in developed markets and outstanding positions in fast growing emerging markets. G4S has a unique global footprint, employing more than 570,000 people world-wide, and are the largest security solutions provider in the world.

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