CCTV Operator Supervisor
| Posting date: | 02 September 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 02 October 2024 |
| Location: | NN4 7SL |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 60593 |
Summary
Reference 60593
Deliveringthe exceptional, every day
-Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
-Our promise to our people: a place to work where you can thrive and be your best every day.
-Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
-Our culture - our core values and how we behave:
-We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
-We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
-We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
-Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
-Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
-Leading RCDO Operators to support colleagues across the clients network by creating a safe and secure environment
-Enabling Sainsburys to make their store a safe place to work and shop
-Responsible for leading RCDO Operators to appropriately manage workload, action and CCTV requests in a timely manor
-Responsible for leading RCDO Operators to process CCTV evidence from multiple Sainsbury's locations
-Responsible for leading the end to end management of real-time incidents as they occur by actively monitoring of CCTV, in line with Mitie and the clients policies and procedures.
Main duties
To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
-Day to day supervision of RCDO Operators
-Work with the RCDO Operations Manager to plan capacity on a weekly basis (with daily amends where necessary) through the efficient deployment of people and equipment
-Establish work priorities and match them to these resources
-Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised through use of daily huddles
-Ensure excellent management of customer incidents and ensuring a comprehensive handover is carried out at the beginning and end of shifts.
-Demonstrate an excellent understanding of all systems in use in the SOC.
-Ensure the team respond to all CCTV requests within target guidelines and give our customers an excellent customer experience at all times
-Ensure compliance with GDPR and Company and Client quality standards
-Where appropriate, implement actions to protect the business and minimise non-compliance at all times
-Lead the team in a way that is in line with company values and behaviours and leading the team to fulfil their potential and to exceed clients expectations
-Report to the RCDO Operation Manager any incident outside of experience or control and follow all actions as specified regard to issues arising during the course of their duties
-Work and communicate with other SOC functions as appropriate to ensure workflow is effective and delivers the right output in the right timescales
-Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions whilst creating the buy in and engagement of team members
-Proactively manage the team to ensure high levels of performance and attendance including daily huddles, 121s and PDRs
-Coach team members to achieve processing performance through technical capability
-Complete ad-hoc projects as designated by the RCDO Operation Manager on time and to a high standard of quality
Personal Specification
-An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV monitoring and remote access
- Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
-Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
-Previous achievement of performance targets and driving performance through utilising metrics
-Excellent report-writing and analytical skills with sharp attention to detail
-Computer literate with a variety of software, including Microsoft Office and bespoke software
-Relevant industry experience - ability to demonstrate an understanding of SOC requirements and processes
Person Specification - continued
-Ability to lead and motivate a diverse team to provide excellent customer service
-A decisive and assertive decision maker
-Ability to build and maintain relationships with a strong teamwork ethic
-Good educational background and a solid command of written and spoken English
-Experience of working within a demanding fast-paced environment
-SIA Licence holder - CCTV & Guarding. (Training can be provided)
-Computer literate with a variety of software including Microsoft Office and relevant bespoke software
-Reliable, flexible and discreet
-Experience of working in a controlled environment and an ability to work under pressure
-Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
-Ability to accurately follow detailed processes
-A positive attitude and ability to deal with pressure professionally
Deliveringthe exceptional, every day
-Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
-Our promise to our people: a place to work where you can thrive and be your best every day.
-Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
-Our culture - our core values and how we behave:
-We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
-We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
-We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
-Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
-Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
-Leading RCDO Operators to support colleagues across the clients network by creating a safe and secure environment
-Enabling Sainsburys to make their store a safe place to work and shop
-Responsible for leading RCDO Operators to appropriately manage workload, action and CCTV requests in a timely manor
-Responsible for leading RCDO Operators to process CCTV evidence from multiple Sainsbury's locations
-Responsible for leading the end to end management of real-time incidents as they occur by actively monitoring of CCTV, in line with Mitie and the clients policies and procedures.
Main duties
To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
-Day to day supervision of RCDO Operators
-Work with the RCDO Operations Manager to plan capacity on a weekly basis (with daily amends where necessary) through the efficient deployment of people and equipment
-Establish work priorities and match them to these resources
-Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised through use of daily huddles
-Ensure excellent management of customer incidents and ensuring a comprehensive handover is carried out at the beginning and end of shifts.
-Demonstrate an excellent understanding of all systems in use in the SOC.
-Ensure the team respond to all CCTV requests within target guidelines and give our customers an excellent customer experience at all times
-Ensure compliance with GDPR and Company and Client quality standards
-Where appropriate, implement actions to protect the business and minimise non-compliance at all times
-Lead the team in a way that is in line with company values and behaviours and leading the team to fulfil their potential and to exceed clients expectations
-Report to the RCDO Operation Manager any incident outside of experience or control and follow all actions as specified regard to issues arising during the course of their duties
-Work and communicate with other SOC functions as appropriate to ensure workflow is effective and delivers the right output in the right timescales
-Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions whilst creating the buy in and engagement of team members
-Proactively manage the team to ensure high levels of performance and attendance including daily huddles, 121s and PDRs
-Coach team members to achieve processing performance through technical capability
-Complete ad-hoc projects as designated by the RCDO Operation Manager on time and to a high standard of quality
Personal Specification
-An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV monitoring and remote access
- Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
-Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
-Previous achievement of performance targets and driving performance through utilising metrics
-Excellent report-writing and analytical skills with sharp attention to detail
-Computer literate with a variety of software, including Microsoft Office and bespoke software
-Relevant industry experience - ability to demonstrate an understanding of SOC requirements and processes
Person Specification - continued
-Ability to lead and motivate a diverse team to provide excellent customer service
-A decisive and assertive decision maker
-Ability to build and maintain relationships with a strong teamwork ethic
-Good educational background and a solid command of written and spoken English
-Experience of working within a demanding fast-paced environment
-SIA Licence holder - CCTV & Guarding. (Training can be provided)
-Computer literate with a variety of software including Microsoft Office and relevant bespoke software
-Reliable, flexible and discreet
-Experience of working in a controlled environment and an ability to work under pressure
-Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
-Ability to accurately follow detailed processes
-A positive attitude and ability to deal with pressure professionally