Response Centre Shift Supervisor

Job Description

As Response Centre Shift Supervisor, you will be responsible for managing on-shift Duty Officers and overseeing day-to-day delivery of our Response Centre services. You will be responsible for leading incident response and providing escalation support as directed by the Response Centre Manager. You will lead remote monitoring, including CCTV systems, managing alerts, telephone calls, emails and front-line radio communications. You will also provide cover for RC Duty Officers during routine shifts and oversee our Mobile Response Team (out of hours), Estate Patrols and Static Officers.

You will represent the front line of customer engagement at Knight Protection, with responsibility for ensuring consistently high standards of customer service and security support for clients, partners and employees.

The successful candidate will embrace our values, will be a great communicator and be equally at ease with our clients as they are with our security officers.

They will be organised, customer focused and committed to delivering a personal approach. The successful candidate will have the ability to collaborate and play a part in driving continuous improvement. They will be able to work independently but recognise that we are better together. They will show consistent leadership and be quick to encourage, support and develop our staff.

We have been very successful in growing high performing, professional teams and if you think you can embrace our values, bring your previous experience and skills to the role, roll your sleeves up and become a high contributor in the business then please apply.

SHIFT PATTERN

6 on 3 off with 3 day shifts & 3 night shifts per pattern.

12 hour shifts

KEY RESPONSIBILITIES

Shift Team Supervision:

· Acting as the first point of contact and escalation point for issues flagged by RC Duty Officers.

· Acting as Bronze Commander (Operational) in any incident.

· Supporting the team and overseeing welfare, including breaks and other wellness activities.

· Checking sites are armed and identifying which systems are offline.

· Fulfilling administrative tasks such as mobilising a new mobile site.

· Assisting with rostering of mobile and RC teams.

· Managing out of hours site manpower and making changes to rosters as necessary.

Operational Delivery:

· Processing alerts, taking phone calls, and answering emails.

· Supporting RC Duty Officers during peaks in work demand.

· Ensuring levels of operational excellence are maintained.

· Overseeing that RC Duty Officers follow SOPs, "Actions On," and processes are adhered to.

· Acting as the designated incident response leader and overseeing incident operations.

· Preparing a Daily Operations Handover Report.

· Leading structured handovers between shift teams to ensure continuity.

· Ensuring cameras are only disabled with client consent.

· Assisting the RC Manager with tasks as directed.

Customer Experience:

· Delivering security expertise to Response Centre customers.

· Leading communications with clients during incidents.

· Ensuring high-quality interactions with clients, including complaint handling.

REQUIREMENTS:

The ideal candidate will have the following skills/ experience:

· Advanced knowledge of key software:

· Microsoft office – Word, Excel, Outlook and PowerPoint

· Deep experience of the security industry including:

· Key services – mobile patrols, keyholding, static guarding, etc

· Relevant quality standards e.g. ISO9001, SIA ACS scheme

· Knowledge and understanding of our service partner network

· RC Software – Immix, CheckMy, Slack and Touch Platform.

· Understanding of risk management and health & safety polices and approaches.

· Experience of operating in a regulated and quality-based industry.

· Good understanding of Knight Protection Ltd’s market.

· Clear and concise communication at all levels.

· Highly organised with effective prioritisation.

· High attention to detail.

· Able to work without significant levels of guidance.

· Able to manage and lead an effective team.

PERSONAL ATTRIBUTES

· A passion for customer service – always delivers great service, striving to under promise/ over deliver.

· Results driven – breaks down barriers to success. Delivers on time and to a high standard and holds others to account if performance is below expectations.

· Great collaborator – works well across organisations, builds strong working relationships and brings the best out of people.

· Team player – puts the team before the individual, helps others to be successful, enjoys helping others develop.

· Thinks long term – takes decisions and gives advice based on long term value to the company and its customers.

· Effective influencer – able to effectively persuade others to come around to their point of view, delivers win/win outcomes.

· Continuous improver – always looking for ways to improve the way we do things for the customer and for the wider team.

OTHER BENEFITS

· 28 days holiday per year, inclusive of bank holidays

· Auto enrolment pension

· Officer of the quarter bonus for winning employee

· Onsite physio and wellbeing consultant

· Employee Assistance Programme

COMPANY OVERVIEW:

The Company are proud to be recognised as being among the top 1% of security firms in the market and have an outstanding reputation for their expertise, quality of service and attention to detail. Along with their experience and integrated approach, these have led to them becoming the first choice for many private clients, private estates, corporations, and the public sector.

They provide protection to some £5bn of UK real estate, and have worked with three royal families, including being the preferred security contractor for the births of Princess Charlotte and Prince Louis of Cambridge. Corporate and government clients include De Beers, Historic Royal Palaces, Harwell Life Sciences Park, the Grosvenor Estate, and the NHS. Many clients have been with the company for over 10 years, the longest over 20 years.

Job Type: Full-time

Pay: From £12.75 per hour

Expected hours: 56 per week

Additional pay:

• Bonus scheme

Benefits:

• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking

Schedule:

• 12 hour shift
• Day shift
• Night shift

Licence/Certification:

• SIA (required)
• CCTV Licence (required)

Work Location: In person

Reference ID: Response Centre Shift Supervisor