Control Room Supervisor - #2173958

First Response Group (FRG) is a total security, risk, and facilities management solutions company. We are leading the way with new technologies and training and development to deliver a first-class service to our clients.

What makes us different is our people. Our mission is to motivate, support, and develop our employees by creating a culture of 'inclusion and happiness'. It is vitally important to us that everyone feels part of the team, contributes positively to company development, and shares in our successes.

We are an SIA approved contractor, an ACS Pacesetter, and hold four NSI Gold accreditations.

The Control Room Supervisor is responsible for leading and overseeing all Control Room operations, ensuring the effective management of incidents, alarms, access control systems, and workforce deployment across all sites. As the senior operational lead within the Control Room, the Supervisor provides direction, guidance, and decision-making during routine operations and critical incidents, maintaining the highest standards of safety, security, and service delivery.

This role is central to command-and-control functions, providing leadership to Controllers and Senior Controllers while ensuring operational procedures, compliance requirements, and client expectations are consistently met. The Control Room Supervisor drives team performance, coordinates emergency responses, manages resource allocation, and acts as the primary escalation point for operational issues, ensuring seamless communication and effective incident resolution at all times.

First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together. We are pioneers in our field, and we seek to inspire every person to reach their maximum potential.

• Serve as the central command point for all live security incidents, alarms, and emergency situations.
• Deploy appropriate response resources to incidents, alarms, and access requests, ensuring timely and effective resolution.
• Maintain comprehensive situational awareness, ensuring all security breaches and critical incidents, accurately logged and escalated in line with protocols.
• Coordinate response teams during major incidents or events, ensuring clear communication and strict adherence to operational procedures.
• Continuously monitor real-time security operations, proactively identifying and mitigating risks.

• Manage staff rosters using Timegate, ensuring full shift coverage and proactively addressing any staffing gaps.
• Oversee out-of-hours contract management, responding swiftly to urgent staffing needs.
• Handle short-notice absences, coordinating cover to minimise operational disruption.
• Monitor staff wellbeing, addressing concerns promptly and escalating where necessary.
• Provide frontline support to on-duty security personnel, offering guidance and operational assistance as needed.

• Respond to inbound calls and emails professionally, delivering timely assistance and updates to clients, security teams, and internal stakeholders.
• Uphold high standards of customer service, ensuring all queries and concerns are resolved efficiently.
• Liaise effectively with security officers, site managers, and emergency services as required.

• Maintain accurate and detailed incident logs in accordance with FRG protocols.
• Produce comprehensive reports on incidents involving criminal activity, property damage, traveller incursions, squatter events, and other security-related matters.
• Support post-incident reviews by contributing to analysis and recommendations for operational improvements.

• Assist the Control Room Supervisor in ensuring smooth day-to-day operations and contribute to the onboarding and mentoring of new team members.
• Step into the Supervisor role when required, managing shift operations and maintaining service continuity.
• Drive continuous improvement initiatives within the Control Room, enhancing efficiency, service quality, and procedural compliance.

• Proven experience in a security control room or a comparable incident management environment.
• Strong command-and-control capabilities, with the ability to manage and prioritise multiple incidents simultaneously.
• Proficient in using Timegate or similar workforce management systems for scheduling and shift coordination.
• Skilled in staff coordination, including out-of-hours contract management and rapid response to shift coverage issues.
• Excellent verbal and written communication skills, with a professional and customer-focused approach.
• Demonstrated ability to make sound decisions under pressure and in high-stakes situations.
• Competent in incident reporting, digital logging systems, and professional email correspondence.
• Able to work both independently and collaboratively, with the confidence and capability to step into a leadership role when required.