JOB DESCRIPTION - Operations Controller.
Location Colchester, Essex
Working Hours 42 hours average over 17 weeks.
Mixture of days, nights and weekends
Reporting To: Lead Operations Manager

VERPO1

Main Duties and Responsibilities
The main purpose of the Operations Controller is to be the first point of call for incoming phone calls and emails within Oakpark Security.

Your primary responsibilities will include:
Answering of incoming phone calls into the main Operations Control Room, Actioning the calls as required.
Monitoring and actioning emails that come into the Operations Control Room within a centralised email box Ensure Customers SLA's are adhered to.
To provide our customers with a level of security in accordance with their requirements.
To act in a professional, courteous and proper manner to all persons you have direct or indirect contact with whilst carrying out your duties and comply with all company procedures and policies To always be in possession a valid SIA licence relevant for the sector within which you will be working and to display it clearly whilst on duty.
To maintain the required Electric Database Systems, I.E TrackTik, Chase etc.. and produce detailed shift Handover documentation.
Ensure the integrity of our Mobile Response and site-based colleagues Health and Safety by effective use of the Lone Worker Monitoring and vehicle tracking Systems.
Monitoring all CCTV system cameras and alarms and responding as required in line with procedures
Understand the escalation procedures relating to issues or incidents and know when to escalate or deal with locally
Report to the Duty Manager any incident outside of your experience or control and follow all actions and issues as required
Carry out daily equipment checks to ensure system serviceability and escalate any faults identified to the appropriate service partner and/or customer
Compile daily, weekly, monthly reports as required.
Produce high quality Reports relating to all Incidents in a timely manner To inform your employer and the SIA of any changes to your address and any other changes as detailed within your Terms and Conditions of employment
Present a positive image of Oakpark Security at all times.
Maintain effective relationships with clients, colleagues, suppliers, external partners and other stakeholders to ensure cohesive delivery of services. Complete all training and compliance with company policies in relation to the use of vehicles, equipment and PPE. Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training/development activities.
To Assist Operations Resourcer as required. In times that the Operations Resourcer is not working, to cover any immediate calls offs with a suitable trained officer, in line with Customer expectations and SLA's
Special Conditions
Ensure compliance with statutory requirements and local protocols including for example the GDPR confidentiality policies; organisational policies, and Health and Safety at Work requirements
Carry out duties in line with organisational policy on Equality and Diversity and be sensitive and caring to the needs of others, promoting a positive approach to a harmonious working environment.
Promote and safeguard the welfare of children, young people and vulnerable adults that you come into contact with through practice.
Customer Care
Proactively maintain regular engagement with key client contacts in line with client expectations.
Financial Responsibilities
This post holder has no authority for financial approval or to commit Oakpark Security Systems Ltd to any financial agreements.
General Accountabilities and Responsibilities
Ensure compliance with appropriate legislation, Code of Conduct, policies and procedures.
Treat all information acquired through your employment, both formally and informally, in strict confidence.
Any breach of which will be regarded as subject to disciplinary investigation. Ensure compliance with and actively promote Health and Safety at work legislation, policies and procedures.
Carry out any other duties as may be required by the company from time to time. The foregoing is not exhaustive, nor is it intended to be.
The role will require considerable flexibility, both in terms of specific tasks and Hours of work, although the Company will always try to minimise disruption to the work/life balance of the role.
About You:
Experience in Helpdesk, Call Centre or Control Room operations is desirable Computer literate with a variety of software, including Microsoft Office and bespoke software packages
Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
Ability to accurately follow detailed processes
Strong communication and customer service skills
Ability to build and maintain relationships with a strong teamwork ethic
A positive attitude and ability to deal with pressure professionally A highly motivated individual

We are honoured to have been awarded with the 2025 King's Award for Enterprise in Sustainable Development. We are one of twenty-seven organisations nationally to be recognised with this prestigious award. This accolade highlights our outstanding dedication to sustainability and our commitment to making a difference for our people, customers, stakeholders, and the planet.

Why Join Us?

• Be part of a company recognised as King's Award winners, highlighting our commitment to excellence and sustainability. Work for a company that understands that protecting the planet is non-negotiable.