Customer Service Officer - CCTV Controller

About this role

Job Overview

We are seeking a proactive and vigilant Customer Service Officer - CCTV Controller to join our security team. In this vital role, you will be responsible for monitoring surveillance systems to ensure the safety and security of our premises. Your keen eye and quick response will help prevent incidents, assist visitors and staff, and maintain a secure environment. This position offers an engaging opportunity to contribute to safety operations while developing valuable skills in surveillance and emergency response.

Candidates must have CCTV and Door Supervision Licenses

*Contract Type:*Full time / permanent

Shift Pattern: 4 on/ 4 off - rotating days and nights

Operational & Compliance Duties

• Fully read, understand and follow all assignment instructions, SOPs and risk assessments.
• Ensure full compliance with all relevant legislation including Health & Safety, SIA Licensing, and Risk Assessment controls.
• Complete all assigned tasks professionally, safely and within required timeframes.
• Complete all company paperwork accurately, including incident reports, patrol logs, defect reports and daily documentation.
• Maintain strict compliance with the Data Protection Act and associated regulations.

Safety & Security Responsibilities

• Take responsibility for the safety of all persons in the Centre — including staff, contractors, delivery drivers, occupiers and members of the public.
• Report any breaches of health and safety immediately to Control.
• Carry out full building checks to ensure the Centre is clean, safe and hazard‑free, including service corridors and back‑of‑house areas.
• Act on any breaches of storage or safety at the rear of units, logging all communication with CCTV Operators, Duty Manager and Soft Services Manager.
• Monitor and log fire alarm activations and false alarms, escalating ongoing issues to Centre Management.
• Complete regular patrols using the Deister patrol system, ensuring all checkpoints and security tasks are completed.
• Ensure beggars, buskers, smokers and other unauthorised individuals are moved away from the front of the building, logging all actions with Control.

Professional Conduct & Site Rules

• Maintain excellent relationships with occupiers, contractors, visitors and colleagues.
• Promote the Frontier and Client brand through professional behaviour, communication and presentation.
• Adhere to uniform standards at all times.
• Carry and complete notebooks where required, ensuring compliance with audit standards
• Remain on site during breaks unless exceptional circumstances apply and permission is granted by the Duty Manager. Staff may leave briefly for essential reasons (e.g., buying lunch) but must remain contactable and carry their radio.

Teamwork & Support

• Support peers in delivering exceptional security and cleaning services across the contract.
• Provide professional support to the business in all service‑related matters.
• Undertake any reasonable duties requested by management to meet the needs of the client and Frontier.
• Participate in toolbox talks with Duty Managers.
• Ensure company policies and procedures are followed at all times.
• Maintain high standards and remain flexible to meet changing operational needs.

Skills & Attributes Required

• SIA Door Supervisor Licence
• SIA CCTV Licence
• Strong communication skills (radio use, incident reporting, customer interaction).
• Ability to follow instructions, procedures and safety documentation.
• Professional, calm and confident approach when dealing with the public.
• Reliable, punctual and able to work as part of a team.
• High attention to detail and commitment to compliance.

This role is ideal for motivated individuals who thrive in dynamic security environments and are committed to ensuring safety through vigilant surveillance and responsive action. Join us in creating a secure space where everyone feels protected!

Pay: £14.74 per hour

Expected hours: 42.0 per week

Application question(s)

• Do you have a SIA CCTV License?
• Do you have a SIA Door Supervision License?

Work Location: In person