Service Operations Centre (SOC) Operative

This role sits within the Core Directorate, which is responsible for Stambridge Group's contracted, business-critical operational services.

The Core Directorate encompasses all long-term, contracted service delivery, including security, manned guarding, cleaning, stewarding, and other facilities and operational services. These services operate on a continuous basis and form the foundation of the organisation's day-to-day operations.

Core operations are always live, often delivered on a 24/7 basis, and are subject to defined contractual requirements and service level agreements (SLAs).

The Service Operations Centre (SOC) plays a vital role within the Core Directorate, providing 24/7 coordination, monitoring, and operational support to ensure service continuity, effective incident management, and consistent delivery across all contracted services.

Job Purpose

The Service Operations Centre (SOC) Operative plays a key role in managing, coordinating, and monitoring operational staffing across multiple services to ensure safe, efficient, and smooth day-to-day operations. The Service Operations Centre frequently acts as the first impression of our organisation, serving as the initial point of contact for staff, clients, and the public and as the primary coordination point for on-site teams during incidents. As such, the ability to communicate calmly, confidently and professionally under pressure is essential.

The role involves supporting and coordinating frontline teams including, but not limited to, security officers, cleaners, stewards, and other operational staff, ensuring service delivery meets client, contractual, and organisational requirements.

The SOC Operative acts as a central communication and coordination hub, proactively identifying staffing gaps, attendance issues, operational risks, and service issues, and ensuring these are escalated and resolved appropriately through effective communication.

Full training will be provided to ensure the role is carried out effectively.

Organisational Position

The SOC Operative operates within the Service Operations Centre and reports to Senior Management, working closely with supervisors, operational managers, and frontline staff.

Job Summary - Key Responsibilities / General Duties

1. Service Operations Centre (SOC) Operative

· Acts as the central communication point between operational staff, supervisors, management and clients.

· Monitors all operational assignments from the Service Operations Centre using screens, radios, telephones and digital systems.

· Dispatches, coordinates and supports operational and response staff as required.

2. Monitoring and Surveillance

· Continuously monitors phones, radio communications and local CCTV systems where applicable.

· Ensures prompt reporting and escalation of any suspicious, unsafe, non-compliant, or service-critical activity.

3. Incident and Issue Management

· Receives, records, and coordinates responses to incidents, emergencies, or operational service issues.

· Ensures accurate and timely documentation of all events in the Daily Occurrence Log or relevant digital systems.

· Takes ownership of incident management from initial notification through to resolution and closure.

· Initiates emergency, contingency and escalation procedures and contacts relevant authorities or stakeholders when necessary.

4. Communication and Coordination

· Maintains clear, professional, and effective communication with operational staff (security, cleaning, stewarding, etc.), supervisors, management and clients.

· Provides real-time updates to relevant stakeholders regarding incidents, staffing issues and operational changes.

· Ensures accurate briefings and effective shift handovers, maintaining continuity of service and situational awareness.

5. Reporting and Documentation

· Prepares daily, weekly and incident reports for management review.

· Maintains accurate logs of patrols, calls, alarms, incidents and service activity.

· Ensures all reports are clear, factual and completed to a high standard.

6. Operational Oversight

· Monitors operational staff attendance, punctuality and deployment across all service lines.

· Coordinates relief and backup personnel as required to maintain service continuity.

· Ensures compliance with company policies, service level agreements (SLAs) and standard operating procedures (SOPs).

7. Risk and Service Assessment

· Identifies operational risks, service weaknesses, or system failures.

· Recommends preventative and corrective measures to reduce risk and improve service delivery.

8. Equipment and Systems Management

· Ensures all Service Operations Centre equipment (radios, phones, monitors, alarms, trackers and IT systems) is fully operational.

· Reports faults or technical issues promptly through the appropriate channels.

· Maintains a clean, organised, and professional working environment.

9. Confidentiality and Professionalism

· Maintains strict confidentiality of sensitive operational, client and personal information always., The post holder will receive regular one-to-one reviews and an annual appraisal aligned with agreed KPIs. Training, support, and development opportunities will be provided where required.

Confidentiality

All information handled must remain confidential and must not be disclosed to unauthorised persons.

Policies and Procedures

The post holder must comply with all relevant legislation, company policies, procedures, and codes of practice.

Equal Opportunities

Stambridge Group is committed to equality, diversity, and inclusion and operates in line with the Equality Act 2010.

Do you have a valid Security licence, Security Industry Authority license?, Do you have experience in Incident management?, · Ability to work independently and as part of a team within a fast-paced and at times, pressurised operational environment.

· Excellent verbal and written communication skills.

· Strong attention to detail, with a high level of competence in incident and operational report writing.

· Proven ability to take ownership of incident management from start to finish.

· Ability to prioritise tasks, multitask, and make sound decisions under pressure.

· Disciplined approach with the ability to follow Standard Operating Procedures (SOPs) precisely.

· Confident using IT systems, control room technology, and communication tools.

· Professional, reliable, and able to always maintain confidentiality.

Desirable

· Previous experience in a Service Operations Centre, Control Room, Operations Desk, or similar role.

· Experience coordinating multi-service operational teams (security, cleaning, stewarding, facilities, etc.).

· SIA licence (desirable but not essential, training can be provided upon successful appointment).

· Experience working in environments requiring incident escalation, coordination, and stakeholder communication.

The Stambridge Group is a national provider of integrated operational and facilities services, delivering high-quality, reliable solutions to clients across the UK. The Group provides a wide range of services including security and manned guarding, cleaning, stewarding, and other frontline and facilities-based services, supporting clients across multiple sectors. Operating as an integrated Facilities Management (FM) and services provider, Stambridge delivers both planned and reactive services designed to ensure safety, compliance, service continuity, and operational excellence. Stambridge Group is committed to professionalism, accountability, and partnership working, ensuring consistent service delivery across all contracted operations.