Vacancy Introduction

The Control Room Shift Leader, positioned at Desk 1, will assist the Security Co-ordinator in ensuring the effective and efficient operation of the Alarm Receiving Centre (ARC) in line with the British Standards. Working as part of a team the Control Room Shift Leader will be expected to fulfil a wide range of functions, including answering telephone calls, recording and escalating incidents, monitoring CCTV and alarm systems, responding to CCTV and alarms activations, lone worker safety and report writing.

Role Responsibility

• To make decisions on incidents and security observations in the absence of a senior colleague
• To ensure the effective and efficient operation of the ARC in the absence of a senior employee
• To offer support and guidance to the ARC Operative position on Desk 2
• To complete a daily handover with the next ARC Operatives, informing them of all relevant matters and incidents to allow for a smooth transition of responsibility
• To ensure full compliance with Health & Safety and the Data Protection Act 1998
• In the absence of the ARC Co-ordinator, to monitor the unresolved calls and resending, reassigning, extending and escalating where appropriate
• To ensure that contractor guard cover has been arranged according to the needs of the business
• To ensure that the Retail Security Officers are updated with information relevant to their daily tasks
• To complete the accreditation checklist to ensure all equipment and processes are working according to the British Standards
• Ensuring the physical security of Wherstead Park through the monitoring of CCTV, physical patrols, access systems and intelligence received
• Administer and control the Wherstead Park access system
• The ARC Operative – Shift Leader, will have overall responsibility for answering telephone calls, including incidents, accidents (H&S), customer complaints, funeral lone worker (where required) and security support and accurately updating the database
• To ensure that all telephone calls are dealt with in a professional manner and acted on by following the appropriate escalation process
• To supply Hot Work Permits to requesting locations and contractors, accurately following the process and updating the system
• To monitor CCTV images and alarm systems and respond as per process within the appropriate timeframe
• To monitor changes to Key holders and update the system as required
• To review and investigate CCTV as per Society best practice and updating appropriate personnel accordingly
• To comply with best practice and Health & Safety guidelines by ensuring the safety of Lone Workers
• To ensure that emails are monitored and responded to within the appropriate timeframe
• To complete daily checks as designated by the ARC Co-ordinator
• To complete written and electronic reports and statements for third party agencies within the appropriate timeframe
• To prepare CCTV evidence as required by internal and external parties
• To produce a Daily Calls Report and Anti-social Behaviour Report and email to Senior Management and designated personnel if rotated at the appropriate time
• To produce a Weekly Theft Report and email to Senior Management and designated personnel if rotated at the appropriate time
• To complete a task list for the Retail Support Officers based on the intelligence which has been gathered
• To monitoring and distributing data request forms
• To complete the contractors, GLS Dardan, log sheet where required
• To ensure that the Area Co-ordinator on-call rota is up-to-date

The Ideal Candidate

• The ability to obtain and make practical use of data in whatever medium or form it is received.
• The ability to structure tasks against priorities and timelines
• Sufficient knowledge and understanding of the business environment in which the ARC operates to add value and effectively support customers
• The ability to foster and develop positive and co-operative relationships with others internally and externally
• The ability to evaluate risk and act on this evaluation
• Problem solving through the ability to identify, comprehend and remove barriers to progress through effective solution development
• The ability to develop new solutions or adapt existing practises to the benefit of the Society
• The ability to comprehend information received and the capacity to make all those who need to know understand
• The ability to react quickly and to embrace change
• The ability to direct, motivate, develop and inspire others in the achievement of their maximum potential and business objectives
• The ability to think beyond the immediate, assessing opportunities and direction for the future
• The ability to apply and understand financial data
• The ability to develop and maintain up-to-date professional and technical competence and use this in the achievement of objectives
• Must hold a SIA CCTV Licence
• Punctuality and the ability to work to agreed timelines
• Professional and self-motivated approach

Package Description

What’s in it for you

At the East of England Co-op, we strive to be the best place to work. We invest in our colleagues to help them to progress in their careers and achieve their full potential. How do we do this?  

• Competitive rates of pay
• 20% discount in our food stores, along with other discounts across our family of businesses
• 25 days holiday (plus bank holiday entitlement) which increases with service
• 5% employer pension contribution
• Death in service benefit
• Access to our colleague communications app, The Loop
• Enhanced* family leave and pay arrangements
• Opportunities to grow, with award-winning training and apprenticeship programmes
• Great deals and discounts across 100’s of high street and online retailers
• Financial wellbeing support, including Wagestream®

Check out the detail of all our colleague benefits here.

* Enhanced on statutory terms, subject to service criteria.

We recognise the challenges people face trying to balance commitments both in and out of the workplace -  perhaps studying, caring commitments, or other employment. We therefore aim to be as flexible as possible, to create shift patterns that work for both our co-op and our colleagues.

About the Company

The East of England Co-op is the largest independent retailer in East Anglia, with over 230 stores and branches across Norfolk, Suffolk, Essex and Cambridgeshire.

Owned by over 260,000 members – including our colleagues – our vision is to be the most valued organisation in our region, by being a better kind of business and using our profit to make a positive impact on our communities.

Our Community Cares Fund provides hundreds of thousands of pounds to support groups and good causes, with a focus on mental health and wellbeing, food justice for all and creating community spaces. 

With a focus on environmental sustainability, we’re proud to have led the way on reducing food waste, being the first major retailer to sell food past its Best Before date for just 10p. 

At the East of England Co-op, we strive to be the best place to work. We invest in our colleagues to help them to progress in their careers and achieve their full potential, whether in food retail, funeral services, property investment, travel, security, stonemasonry, events, or our support functions. 

Find out more at www.eastofengland.coop

Our Recruitment Process

If this is the job for you, simply click ‘apply’. You will be required to register a profile on our careers page. To do this simply click apply. The good news is you’ll only have to register once – after this, it’ll be easier and quicker to apply for any roles in the future too.

Please note that our working patterns are non-contractual. The advertised working pattern represents the normal working pattern for the role at time of advertisement and is subject to change.

East of England Co-op