Operations Manager - National Operations Centre

Operations Manager - National Operations Centre

Main Gate Rd, Chatham ME4 4TZ, UK Req #147

09 December 2024

Ward Security is seeking an exceptional Operations Manager to lead and oversee our National Operations Centre ensuring efficiency and excellence across all aspects of the department.

The National Operations Centre is a service provider of customer service and control room facilities to internal and external stakeholders. It is responsible for managing front line staff welfare through book on/off and check calls on company operating systems, provision of cover in absences to front line staff, liaising with emergency services, response to alarm receiving centres, reactive service requests, customer helpdesks, remote monitoring station for CCTV, Access Control and temporary security systems such as CCTV Towers and video verification systems.

The NOC Operations Manager is responsible for ensuring the National Operations Centre provides service excellence and outstanding operations to the company’s customers, front line staff, external stakeholders and business support functions. This role takes on a strategic position for the entire operation of the National Operations Centre, ensuring procedures and processes are relevant, up to date and documented, working in best practice for Ward Security business support functions and our external stakeholders, and creating operational consistency across the wider business.

Job Title: National Operations Centre Operations Manager

Location: Ward Security, Chatham, Kent, ME4 4TZ

Salary: £45,000 per annum

Shift Pattern: Monday – Friday 09.00 – 17:30

Key Responsibilities:

1. Overall responsibility for activities in the National Operations Centre, making self-available outside working hours for assistance and guidance when necessary.
2. Proactively manage, retain and develop long term relationships with internal and external stakeholders and recognise opportunities for business development.
3. Manage and analyse call volumes, call queues and traffic as necessary and liaise with Ward Security business support functions for improved service quality, driving a collaborative working environment.
4. Work closely with Ward Security business support functions and operational management to ensure service excellence and development of internal and external stakeholders.
5. Liaise with NOC Managers for cover of sickness and annual leave.
6. Responsible for managing multiple accounts and multi-site locations, which may require some travel for meetings or operational business support.
7. Monitor the National Operations Centre team, targeting development areas, addressing challenges with poor performance where appropriate and leading by example.
8. Participate in and ensure continuation of training for all members of the National Operations Centre.
9. Assist with the development and maintenance of quality management systems to measure performance against established standards and ensure compliance with, and continuation of, attained accreditations.
10. Ensure that operations of the National Operations Centre are completed in accordance with relevant UK legislation, British Standards and Company Operating Procedures.
11. Manage the entire remote CCTV monitoring operations within the National Operations Centre, liaising with the relevant business support functions to produce high standards of service to our internal and external stakeholders.
12. Assist NOC Managers in producing CCTV Monitoring reports and statistics relevant to the business and its customers.
13. Assist and train NOC staff in downloading footage and data processing with support from business support functions at Ward Security.
14. Responsible for the safety and wellbeing of all Ward Security front line officers through monitoring of check calls and escalations to business support functions as appropriate.
15. Oversee customer helpdesks and maintain relationships with customers for customer service excellence. Attend meetings as required for continued operations.
16. Report any outages, shortfalls, maintenance and operational challenges relevant to the NOC, Ward Security and its customers, such as CCTV outages or software failures.
17. Monitor and review current and new processes in conjunction with the NOC Managers to ensure these are fit for purpose and achievable.
18. Maintain adherence to all customer KPI service agreements and reporting as necessary.
19. Lead, implement and document the Business Continuity Plan in conjunction with Ward Security’s Risk Director.
20. Review and maintain the disaster recovery plan in line with Ward Security’s Risk Director as appropriate to the NOC.
21. Monitor and maintain the departmental Profit and Loss report as supplied by the Solutions Finance Director.
22. Provide support to the Mobile Services Operations Manager through management of the mobile services officers and supervisors and their workloads out of hours, creating a collaborative working environment.
23. Follow, adhere to and assist with Ward Security’s compliance procedures, including internal and external audits.
24. Adhere to requested deadlines as set out by the Head of Operations and operational business areas.
25. Create a positive environment as the focal point of the Head office.

Knowledge, Skills and Experience Required:

1. Friendly presence and helpful attitude; excellent interpersonal skills and ability to work in a team as well as independently.
2. Outstanding professional support; first-rate telephone skills and professional demeanour.
3. Ability to visualise a problem or situation and think abstractly to solve it.
4. Ability to motivate and innovate direct reports while commanding respect in appropriate areas.
5. Business acumen.
6. Ability to exercise patience and professionalism during stressful situations.
7. Comfortable with decision making.
8. Understand the business objectives and processes that determine success.
9. Comfortable delegating work to other team members and issuing deadlines for completion.
10. Commitment to providing outstanding professional support and creating a positive working environment.

Who We Are:
Ward Security provides security services solutions to a range of UK businesses, including CCTV security systems, property management, guard dog security, key holding services, security guard patrol services, response alarm systems and more. We have over 1500+ of our amazing people operating nationally.

We seek the best talent to uphold our vision: “We look after our people; our people look after our clients. We aim to retain and attract the very best of both.”

Why Work For Us?
Well, apart from joining our friendly team, we offer Uniform, SIA Licensing savings scheme, Cycle to Work Salary Sacrifice scheme, Pension and Life Assurance benefits.

We strongly believe in growing our own talent and provide opportunities through our in-house Training Academy, Leadership Development Programme, online eLearning and development programmes for a career path.

To support the wellbeing of our people, we have an in-house Mental Health Team, Wellbeing Platform, and an inclusive culture recognised in our Diversity Champion & International Inclusion Awards. We uphold our wellbeing as a MIND Workplace Wellbeing Silver Award holder. We offer Reward membership to all employees, which includes retail discounts, cinema tickets, gym membership, 24/7 free Employee Assistance Programme, and many other fantastic benefits.

At Ward Security, we believe in fostering an inclusive workplace where diversity is celebrated, and every individual is valued. We are committed to providing equal opportunities to all employees and applicants regardless of race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or any other characteristic protected by law. As an equal-opportunity employer, we strive to create an environment that promotes fairness, respect, and collaboration. We are dedicated to recruiting, hiring, training, and promoting individuals based on their qualifications, skills, and abilities. We embrace the unique perspectives and backgrounds of our team members, recognising that diversity enriches our organisation and contributes to our success.