National Operations Centre Manager

at  Ward Security Ltd

Ward Security is excited to announce a National Operations Centre Manager opportunity to join our NOC night team. The ideal candidate will be a proactive leader with operational management skills, strategic thinking, and the ability to drive continuous improvement in a fast-paced environment. You will ensure that our operations run smoothly and efficiently, meeting our high standards providing service excellence and outstanding operations to the company’s customers, front line staff, external stakeholders and business support functions.
Position: National Operations Centre Manager
Pay rate: £34,118.50 per annum
Location: Ward Security HQ, Chatham, Kent

WHO WE ARE:

Ward Security provides security services solutions to a range of UK businesses. Security services include: CCTV security systems, property management, guard dog security, key holding services, security guard patrol services, response alarm systems and more. With 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 we provide opportunities through our in-house Training Academy, our 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, 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

• Oversee the night operations of the National Operations Centre, ensuring operational excellence and efficiency
• Booking on/off and check calls for front line staff, assisting the scheduling team with cover for absences on front line duties, utilising company operating software
• Escalation to Operational Management for incidents and challenges with sites or staff
• Updating of company held information on company operating software with monthly audits, liaising interdepartmentally with business operations
• Liaising with customers and external stakeholders with requests for ad hoc service delivery, alarm calls, additional cover requests CCTV activations, escalations and anything else pertinent to the delivery of security services. Proactively manage, retain and develop long term relationships with customers and colleagues
• Managing the customer helpdesks to a high standard and providing the necessary reports associated with this task to the Head of National Operations Centre
• Overseeing the management of staff activities when remotely monitoring CCTV and taking part in activities necessary to fulfill the delivery
• Downloading of CCTV footage requests
• Reporting of any outages, shortfalls, maintenance and operational challenges through remote CCTV monitoring
• Maintain adherence to all customer KPI service agreements and reporting as necessary
• Drive a collaborative working environment between the NOC and Operational support functions of the business
• Recognise opportunities for business development through trends and incidents, highlighting to the Solutions Account Manager and Solutions Administration hub for lead enquiry