Control Room Officer
| Dyddiad hysbysebu: | 12 Rhagfyr 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Ionawr 2026 |
| Lleoliad: | EC4V 4LA |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 87546 |
Crynodeb
Key objectives
- To understand BNY priorities and how your role supports their daily objectives;
- To identify and escalate risks, threats, etc. which could have an impact on BNYM offices and act as a first line response to all incidents
- To take ownership and assist in the management of all critical and emergency situations ‘out of hours' until such time as a BNYM representative takes over responsibility for the incident;
- To ensure that all alarms into the LCC are dealt with quickly and effectively, supporting the wider BNYM business where possible;
- To support the UK & Ireland BNY offices to manage their responsibilities where relevant and maintain effective working relationships with the teams;
- To carry out Corporate Security Travel Policy and Procedures as per standard operations procedures and take quick and effective action to deal with any incidents or issues that may arise;
- Investigate any issues or incidents which may arise that impact on BNYM staff, premises or assets or Mitie/VSG security staff;
- Utilise all security and other protective systems to manage and monitor global events/incidents;
- To be pro-active and identify issues and/or incidents which may impact on the wider global business and escalate where relevant;
- To work collectively with the other global BNYM Control Rooms to deliver consistant services;
- To ensure that all relevant incidents are escalated via the correct channels to the nominated BNYM lead(s);
- To deliver exceptional customer service to all enquiries into the control room;
- To ensure to take personal responsibility for each enquiry into the control room to support satisfactory resolution;
- To support BNY to undertake regular audit of all security and other systems;
- To undertake ‘one off' projects relating to the Control Room as directed by the BNYM clients;
- To work with other service partners to ensure that equipment faults are reported quickly
- To monitor Building Management System (BMS) as per standard operating procedures
- To build and maintain effective working relationships with all key stakeholders
- To assist and mentor LCC new starters and security officers to support them in achieving site specific objectives
- To support office based clients in matters relating to protecting the security and safety of all BNY Mellon staff, buildings/offices and assets
- To support and achieve the monthly LCC KPI requirements;
- To operate in the EMEA London Command Center monitoring CCTV, access control and other protective systems and act as a first line response to all incidents, their management and escalation procedures
- To follow the Company policies and procedures in relation to confidentiality, communications protocol, etc.
- To comply with data protection policy
- To undertake any other duties as requested by the client;Main duties
- Deal with Emergencies
- To attain and maintain a high level of knowledge of all LCC Standard Operating Policy and Procedures, site Assignment Instructions and Emergency Procedures for all EMEA BNY Mellon offices.
- To assist the Supervisor manage all incidents and events which occur ‘out of hours' until such time as a BNYM client is able to take control;
- Be pro-active to identify issues which may impact on BNYM and escalate where relevant
- Escalate information and updates to the relevant BNYM lead(s) quickly and effectively
- To carry out administration of all routine tasks and operational procedures at all times and in times of emergency
- To monitor CCTV and access control systems and operate as per duty rota and to carry out client requests
- Maintain contact with both the client and Mitie Management in accordance with specific and routine instructions, security officer training, performance and site discipline.
- To act as first point of contact for BNYM crisis/incident management out of business hours and to comply with associated escalation proceduresManage the LCC:-
-Deal with the day to day physical standard and out look of the LCC
- Ensure the LCC monitoring desks are kept tidy at all times
- Monitor all security and other systems to ensure the smooth running of the LCC
- Ensure to comply with the Assignment Instructions and Standard Operating Procedures
- Take ownership to deal with enquiries to deliver exceptional customer service
- Ensure that all callers into the LCC receive exceptional customer service
- Assist in the investigation of any issues or incidents which arise which impact on BNYM
- Maintain accurate documentation and reports
- Meet the LCC KPI requirements
- Maintain effective working relationships with other BNYM global Control Rooms and UK & Ireland offices
- To carry out access control pass administration as per standard operating procedures
- Traveller Tracking:-
- Manage and monitor all BNYM Travellers abroad
- Deal quickly and effectively with all issues arising from BNYM staff travelling abroad
- Deliver exceptional customer service to all traveller enquiries into the LCC
- Manage Staff:-
- Assist with LCC Controller new starter and security officers training in accordance with specific and routine instructions
- Assist and mentor new LCC Controllers to reach their full potential
- Monitor and support security officers assigned to othe BNYM sites
- Train and develop to act as stand in Supervisor or 2IC covering the Contract Supervisor's holiday
- Investigations
- Undertake investigations into issues or incidents which arise that may inpact BNY Mellon
- Undertake other investigations as required by the BNYM client
- Undertake systems checks as per standard operating procedure Audit
- To undertake regular systems (CCTV, Access Control, etc.) checks to ensure all in order
- To undertake projects as required by BNYM to support audit requirements
-
Person Specification
- Ability to deal with, control, manage incidents, emergencies and act as Supervisor or 2IC
- Excellent Organisationall Skills
- Security Systems knowledge and experience (CCTV and Access Control systems)
- To read, understand and comply with BNY Mellon Code of Conduct
- Should be proactive and self motivated
- SITO trained and certified
- SIA lLicensed plus CCTV
- First Aid trained and certified
- Physically fit
- A disciplined and professional attitude
- Customer facing/front of house skills
- A high standard of appearance and dress
- Be familiar with and understand the principles of Health and Safety at Work Act 1974
- Good administration skills
- Ability to work within established procedures and contribute positively to any improvements
- Ability to demonstrate a commitment to delivering a high quality service
- Ability to liaise with others at all levels including Senior Management and customers' clients
- Effective Communication Skills - both written and verbal
- Excellent IT skills
- Personal Responsibility and Accountability
- Capable of working as part of a team
- Previous experience of working in a control room and dealing with emergencies situations
- Supervisory experience gained in a CCTV/Access Control Monitoring environment
Health and Safety responsibilities
- Follow Group and company policies and procedures always;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
- To understand BNY priorities and how your role supports their daily objectives;
- To identify and escalate risks, threats, etc. which could have an impact on BNYM offices and act as a first line response to all incidents
- To take ownership and assist in the management of all critical and emergency situations ‘out of hours' until such time as a BNYM representative takes over responsibility for the incident;
- To ensure that all alarms into the LCC are dealt with quickly and effectively, supporting the wider BNYM business where possible;
- To support the UK & Ireland BNY offices to manage their responsibilities where relevant and maintain effective working relationships with the teams;
- To carry out Corporate Security Travel Policy and Procedures as per standard operations procedures and take quick and effective action to deal with any incidents or issues that may arise;
- Investigate any issues or incidents which may arise that impact on BNYM staff, premises or assets or Mitie/VSG security staff;
- Utilise all security and other protective systems to manage and monitor global events/incidents;
- To be pro-active and identify issues and/or incidents which may impact on the wider global business and escalate where relevant;
- To work collectively with the other global BNYM Control Rooms to deliver consistant services;
- To ensure that all relevant incidents are escalated via the correct channels to the nominated BNYM lead(s);
- To deliver exceptional customer service to all enquiries into the control room;
- To ensure to take personal responsibility for each enquiry into the control room to support satisfactory resolution;
- To support BNY to undertake regular audit of all security and other systems;
- To undertake ‘one off' projects relating to the Control Room as directed by the BNYM clients;
- To work with other service partners to ensure that equipment faults are reported quickly
- To monitor Building Management System (BMS) as per standard operating procedures
- To build and maintain effective working relationships with all key stakeholders
- To assist and mentor LCC new starters and security officers to support them in achieving site specific objectives
- To support office based clients in matters relating to protecting the security and safety of all BNY Mellon staff, buildings/offices and assets
- To support and achieve the monthly LCC KPI requirements;
- To operate in the EMEA London Command Center monitoring CCTV, access control and other protective systems and act as a first line response to all incidents, their management and escalation procedures
- To follow the Company policies and procedures in relation to confidentiality, communications protocol, etc.
- To comply with data protection policy
- To undertake any other duties as requested by the client;Main duties
- Deal with Emergencies
- To attain and maintain a high level of knowledge of all LCC Standard Operating Policy and Procedures, site Assignment Instructions and Emergency Procedures for all EMEA BNY Mellon offices.
- To assist the Supervisor manage all incidents and events which occur ‘out of hours' until such time as a BNYM client is able to take control;
- Be pro-active to identify issues which may impact on BNYM and escalate where relevant
- Escalate information and updates to the relevant BNYM lead(s) quickly and effectively
- To carry out administration of all routine tasks and operational procedures at all times and in times of emergency
- To monitor CCTV and access control systems and operate as per duty rota and to carry out client requests
- Maintain contact with both the client and Mitie Management in accordance with specific and routine instructions, security officer training, performance and site discipline.
- To act as first point of contact for BNYM crisis/incident management out of business hours and to comply with associated escalation proceduresManage the LCC:-
-Deal with the day to day physical standard and out look of the LCC
- Ensure the LCC monitoring desks are kept tidy at all times
- Monitor all security and other systems to ensure the smooth running of the LCC
- Ensure to comply with the Assignment Instructions and Standard Operating Procedures
- Take ownership to deal with enquiries to deliver exceptional customer service
- Ensure that all callers into the LCC receive exceptional customer service
- Assist in the investigation of any issues or incidents which arise which impact on BNYM
- Maintain accurate documentation and reports
- Meet the LCC KPI requirements
- Maintain effective working relationships with other BNYM global Control Rooms and UK & Ireland offices
- To carry out access control pass administration as per standard operating procedures
- Traveller Tracking:-
- Manage and monitor all BNYM Travellers abroad
- Deal quickly and effectively with all issues arising from BNYM staff travelling abroad
- Deliver exceptional customer service to all traveller enquiries into the LCC
- Manage Staff:-
- Assist with LCC Controller new starter and security officers training in accordance with specific and routine instructions
- Assist and mentor new LCC Controllers to reach their full potential
- Monitor and support security officers assigned to othe BNYM sites
- Train and develop to act as stand in Supervisor or 2IC covering the Contract Supervisor's holiday
- Investigations
- Undertake investigations into issues or incidents which arise that may inpact BNY Mellon
- Undertake other investigations as required by the BNYM client
- Undertake systems checks as per standard operating procedure Audit
- To undertake regular systems (CCTV, Access Control, etc.) checks to ensure all in order
- To undertake projects as required by BNYM to support audit requirements
-
Person Specification
- Ability to deal with, control, manage incidents, emergencies and act as Supervisor or 2IC
- Excellent Organisationall Skills
- Security Systems knowledge and experience (CCTV and Access Control systems)
- To read, understand and comply with BNY Mellon Code of Conduct
- Should be proactive and self motivated
- SITO trained and certified
- SIA lLicensed plus CCTV
- First Aid trained and certified
- Physically fit
- A disciplined and professional attitude
- Customer facing/front of house skills
- A high standard of appearance and dress
- Be familiar with and understand the principles of Health and Safety at Work Act 1974
- Good administration skills
- Ability to work within established procedures and contribute positively to any improvements
- Ability to demonstrate a commitment to delivering a high quality service
- Ability to liaise with others at all levels including Senior Management and customers' clients
- Effective Communication Skills - both written and verbal
- Excellent IT skills
- Personal Responsibility and Accountability
- Capable of working as part of a team
- Previous experience of working in a control room and dealing with emergencies situations
- Supervisory experience gained in a CCTV/Access Control Monitoring environment
Health and Safety responsibilities
- Follow Group and company policies and procedures always;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;