Security Control Room Officer

Department: Security

______________ Company: Canary Wharf Management Limited ______________ Reporting to: Estate Control Centre Manager ______________

JOB SUMMARY

To carry out Control Room duties within the Estate Control Centre (ECC) in support of the Canary Wharf security operations, ensuring effective control and coordination of routine and emergency incidents. This includes deploying resources efficiently, maintaining accurate incident records, and ensuring clear communication with colleagues, tenants, and the public. The role requires proactive monitoring, timely information sharing, and assisting with enquiries to support the smooth running of security operations across the estate.

Salary: £45,949

Closing date: 6th November 2026

MAIN RESPONSIBILITIES

Operational Control & Incident Management

• Support the effective operation of the ECC, ensuring a proactive approach to security monitoring and incident response.

• Adhere to Standard Operating Procedures (SOPs), Assignment Instructions (AIs), and Emergency Procedures.

• Operate technical systems to monitor, detect, and respond to incidents, ensuring real-time data capture, accurate reporting, and post-incident reviews.

• Deploy security resources efficiently, ensuring appropriate personnel and assets respond to incidents in a timely manner.

• Prioritise and follow up on incidents, ensuring swift resolution, accurate documentation, and risk mitigation.

• Liaise with emergency services and external agencies, ensuring requests are processed effectively and professionally.

Communications & Coordination

• Accurately record incidents, actions, and key updates in the Incident Management System (IMS), ensuring timely and effective communication.

• Monitor and respond to telephone, radio, and other communication platforms, prioritising messages and escalating as necessary.

• Provide clear and concise information to internal teams, external agencies, and estate stakeholders to ensure coordinated responses.

• Assist members of the public, tenants, and external organisations with incident-related queries, maintaining a professional and customer-focused approach.

• Maintain awareness of estate layout, tenant occupancy, and security-related procedures to support effective decision-making.

Compliance & Quality Assurance

• Ensure compliance with data protection regulations, including GDPR, when handling sensitive information.

• Conduct system checks and report faults, hazards, or operational issues to ensure security systems remain fully functional.

• Uphold high standards of record-keeping, ensuring accuracy, completeness, and adherence to security protocols.

General Duties

• Maintain situational awareness through open-source intelligence gathering to support operational decision-making.

• Support operational objectives by liaising with key stakeholders, including tenants, contractors, and security management.

• Undertake additional duties as required by security management in line with company values: Excellence, Ownership, Innovation, Engagement, and Collaboration.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

ENVIRONMENTAL RESPONSIBILITIES

All Staff are required to follow the CWG Environmental Policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and Company Environmental Plans.

QUALITY MANAGEMENT RESPONSIBILITIES

All staff are required to comply with the CWG ISO9001 certified Quality Management System and the requirements details within the Company Quality Manual, Policies and Procedures.

PERSON SPECIFICATION

• Experience in an operational Control Room is essential. Experience in the emergency services, private security organisations or other major service provider’s is preferable.

• Applicants must understand the need for effective levels of customer service, with previous experience preferable.

• Individual must be capable of demonstrating the ability to work with confidential information, in a disciplined environment and able to act either independently, work constructively with their colleagues and external partners and to develop and deliver an effective service.

• Individual should possess a good standard of written and spoken English and demonstrate sound interpersonal skills.

• Individual should be a team player and possess self-discipline, sound judgement, confidence and decisiveness.

• Individual should be able to multi-task and work accurately under pressure.

• Computer literacy with a working knowledge of current computer systems and technical skills is essential.

• Must hold or achieve, during probationary period, the SIA public space surveillance licence (CCTV).

• Prepared to work a varied shift pattern inclusive of nights, weekends, and bank holidays, be flexible and consider working additional hours if required.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

QUALITY MANAGEMENT RESPONSIBILITIES

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

COMPANY VALUES

Commit to Excellence

• Act with integrity and deliver high performance

• Put our customers at the heart of what we do

• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals

• Encourage inclusive networks and treat others with respect and fairness

• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role

• Learn from mistakes and listen to constructive feedback to improve performance

• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations

• Committed to opportunities for self-development

• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation

• Proactively suggest ways to improve our business and encourage others to share ideas

• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and pe