Shopping: Open from 9 am until 6 pm

Control Room Operator

Number of hours:


Number of vacancies:



Centre Management

Expiry date:

30 April 2021

Contract Type:

Full Time

ABM’s values and behaviour:

Respect – This means respecting each other, great communication, valuing contributions, respecting differences and supporting one another.

Collaboration – This is all about teamwork and remembering that we are all working towards the same goal. It’s also about how we work with our clients and their other suppliers. We are one team! Integrity – This is about being honest, reliable and trustworthy and always delivering on promises. Innovation – This is about striving to always improve, working smarter, coming up with new ideas and having the confidence to share them. At the same time it’s about embracing change.

Excellence – This is all about striving to be the very best brand ambassador, exceeding expectations to build value and give us and our clients a real competitive advantage.

Trust – This is all about being consistent, organised and reliable. It’s also about doing what you say you are going to do and not promising what you can’t deliver.

To find out more about ABM please visit their website.


Main purpose of role:

The Control Room Operator (CRO) is accountable to the Security Supervisor for the support, management and delivery of Security within the Shopping Centre environment. The CRO will ensure exemplary standards of security and customer service are provided to the client and visitors to the site at all times.

  • Key responsibilities:
    Manage all control room procedures in line with the CCTV codes of practice.
    Support and provide guidance to other site-based Centre staff.
    Supervise Security Officers to ensure that company procedures are followed and adhered to at all times.
    To liaise closely with statutory authorities and security supervisor with dealing with incidents and the provision of information.
    Continuous management and monitoring of CCTV, Fire Panels, Intruder Panels and associated specialist security equipment.
    Continual management and monitoring/policing of site radio systems.
    Intelligent understanding of human behaviour, monitoring and surveillance of suspect individuals, logging and reporting incidents in line with site/company policies.
    Controlling and prioritising incidents ensuring all key personnel are kept fully informed at all times and agreed escalation procedures are followed.
    Diligent management and maintenance of records/reference materials including Health & Safety records, Incident Reports and site occurrence book.
    Ensuring strict compliance to GDPR and associated regulations.
    Manage and monitor access & egress to and from the service yards and management office.
    Ensuring that the shopping centre is a safe and non-threatening environment for all customers and site staff.
    Support the Security Supervisor in ensuring standards are continually reviewed and improved upon.
    To provide regular liaison and timely feedback to the management team on all aspects of service delivery, implementing effective solutions and corrective action to enhance the service.
    To provide professional advice and support to the Security Supervisor in security related matters.
    Maintain standards and welfare amongst all team member accordance with the company policies and values.
    Report to the Security Supervisor/Manager any event that may be detrimental to the fulfilment of the provision of security on site.
    Support the Security Supervisor to ensure the necessary security audits are undertaken and any non-compliance highlighted and managed to completion.
    To manage excellent relationships with our client, our suppliers and other partners.
    To readily interact with all visitors/tenants within the shopping centre, delivering first class customer focused service.
    Be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest standard.
    To ensure exemplary standards in personal grooming, strictly adhering to the site uniform requirements.
    To deal efficiently and effectively with emergencies including but not only, fire and bomb scares ensuring the Centre Team are kept fully informed at all times.
    Provide assistance to third party contractors/visitors ensuring all site procedures/policies are adhered to.
    Ensure a timely response to all security issues and events.
    Be available to cover at least 1 additional shift per month as required to cover absence.
    Any other reasonable duties as requested by your line manager.
    N.B – Core tasks are as above, although this list is not exhaustive.

Person specification

  • One team approach.
    Take ownership of all situations to ensure tasks are completed or escalated when necessary.
    Honesty in all things and respect to all people.
    Flexible approach to change


  • Site based values:
    Always treat everyone with dignity and respect in a professional and courteous manner.
    Always listen intently to our customers and always clarify what they need or want from us.
    Always strive to anticipate our clients needs and act quickly to meet them – always try to seek out straightforward, intelligent solutions and effective ways to implement them.
    Always do what you say you will do – whatever the job, always see it through.
    Always aim to go the extra mile – try to give our clients more than they were expecting.
    Always communicate honestly and openly with our customers and make sure that we are delivering what they want. Never hide bad news.


  • Essential skills:
    Holds a current CCTV Licence
    Excellent organisational skills with the ability to balance competing priorities and workloads.
    Excellent written and verbal communication skills.
    Ability to work unsupervised and take responsibility.
    Ability to remain calm under pressure.
    Adaptable and flexible in approach to work required.
    Willingness and ability to work as a member of a team.
    Report writing/Presentation skills.
    Excellent observational skills.


  • First Aid trained


Health & Safety responsibilities

  • Always follow Group and company policies and procedures.
    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.



This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.

To apply, please send your CV and cover letter to [email protected]

To find out more about The Potteries Centre please head over to our homepage.


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