London Command Centre Controller (Control Room Officer)

An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

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

o 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 procedures

o Manage 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

o 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

o 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

o 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 procedures

o 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

· 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

Working within the Mitie values and behaviours

Excel - We work with each other to achieve the best for our clients and our colleagues. We take pride in our roles and are committed to building great relationships with everyone we work with.

-We treat all colleagues with respect

-We challenge people when they don't do the right thing

-We welcome advice from anyone that might improve what we do

-We are open and honest

-We think safety and always follow rules for safe working

-We work with each other to achieve the best for clients and for MITIE

-We share information to help colleagues succeed

-We build great relationships

-Our first response to requests will always be positive

· We look out for each other, never walking by unsafe actions or situations

Inspire - We support and encourage those around us to succeed at everything they do. We do good things for each other, the environment and the communities in which we work.

-We support and encourage each other to develop

-We lead by example

-We set clear expectations

-We listen to and learn from others

-We learn from mistakes and incidents to prevent recurrence

-We do good things for each other, the environment and the community

-We appreciate diversity and encourage it

-We demonstrate team spirit

-We are committed to doing things better and setting new standards in all that we do

-We take pride in what we do and have fun doing it

-We celebrate success and say thank you

Challenge - We give it everything we've got and constantly bring new ideas to the table. We embrace new thinking and technologies to help our clients and colleagues change the way they live and work.

-We bring new ideas to the way we do things

-We are willing to try new things

-We encourage and support innovation

-We consider things from other peoples' points of view

-We embrace new thinking and technologies

-We build health & safety into everything we do

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