Security Help Desk Scheduler

This is a key operational position with responsibility for rostering, scheduling and coordinating security personnel across multiple client sites. You will work closely with our help desk team, security officers, mobile response teams, operational management and clients to ensure every site is appropriately staffed, and services are delivered efficiently and professionally.

The successful candidate will need to be confident working in a fast-paced environment where priorities can change quickly. You must be able to manage staffing challenges, short-notice absences, check calls, lone-worker requirements and operational incidents while maintaining accurate records and providing excellent customer service.

This is an excellent opportunity for an experienced security help desk or scheduling professional looking to develop a long-term career with a growing security company.

Working Hours & Shift Pattern

This is a full-time position operating on a shift pattern, providing operational coverage across Monday to Sunday various shift patterns covering 40 hours per week. Weekend and Bank Holiday working will be required when these fall within the scheduled rota., The Security Control Room Scheduler will be responsible for:

• Scheduling and coordinating security officers across multiple client sites.
• Producing and maintaining accurate staff rotas and shift patterns.
• Using rostering and workforce management systems, including Gallinet.
• Monitoring staffing levels and ensuring all contracted security shifts are appropriately covered.
• Managing short-notice absences, sickness, cancellations and additional client requirements.
• Identifying staffing gaps and arranging suitable replacement cover.
• Managing officer booking-on and booking-off procedures.
• Monitoring and managing officer check calls and lone-working procedures.
• Supporting the day-to-day operation of a busy 24/7 help desk
• Maintaining regular communication with security officers, supervisors, mobile patrol teams, clients and operational management.
• Coordinating services including remote CCTV monitoring, access control, alarm monitoring and mobile response.
• Supporting the operational response to incidents and emergencies.
• Escalating incidents in accordance with company procedures and ensuring relevant stakeholders are informed.
• Liaising with the Police, Fire and Ambulance Services where required.
• Maintaining accurate records of incidents, staffing changes, calls and operational activity.
• Producing accurate and professional operational reports for management and clients.
• Monitoring service delivery and identifying potential operational or staffing risks.
• Ensuring Control Room procedures, assignment instructions and company policies are followed.
• Monitoring the operational readiness of Control Room systems and equipment.
• Providing a professional, responsive and customer-focused service at all times.
• Supporting the wider Operations team in delivering security services across SGC Security Services’ client portfolio.

Applicants must have:

• Minimum 2 years’ experience within a Security Control Room or comparable security operations environment.
• A valid SIA Front Line Licence - Door Supervisor, Close Protection and/or CCTV.
• Previous experience scheduling and rostering security personnel.
• Experience working with rostering/workforce management software; Gallinet experience is highly desirable.
• Experience coordinating security operations across multiple sites.
• Experience managing check calls, booking-on/booking-off procedures and lone-working arrangements.
• Strong organisational skills and the ability to manage multiple operational issues simultaneously.
• The ability to prioritise effectively while working under pressure.
• Excellent written and verbal English communication skills.
• Good IT skills, including Microsoft Office.
• Strong interpersonal and people-management skills.
• A professional and customer-focused approach.
• The ability to work effectively as part of an operational team.

Desirable

• Previous supervisory or team-leader experience.
• Multi-screen CCTV monitoring experience.
• Experience implementing operational procedures and protocols.
• Full UK Driving Licence.

Salary: £32,000 per annum

Benefits include:

• Company healthcare plan.
• Company pension.
• On-site parking.
• Career development opportunities and training package
• Opportunity to develop within an established and growing security organisation.

SGC Security Services is a proud signatory of the Armed Forces Covenant and is committed to supporting the Armed Forces community.

“We are proud to pledge our support to our Armed Forces community and are delighted that our work within the security services sector has been recognised with this Gold Award.”

Pay: £32,000.00 per year