Control Room Supervisor

The Senior Controller holds a pivotal role within the FRG Control Room delivering advanced operational support and leadership in the management of incidents alarms access control and workforce coordination. Positioned directly beneath the Supervisor this role provides critical depth to the team and is well-placed to assume supervisory responsibilities when required.

This role is central to command-and-control operations staff oversight and incident response ensuring seamless coordination and effective service delivery across all sites.

First Response Group is not just a workplace. It is a vibrant community wherepassionfuels our excellenceintegrityguides our conductempowermentshapes our successes and a sense ofcommunitybinds us are pioneers in our field and we seek to inspire every person to reach their maximum potential.

This is a Nights position.

Operational Control & Incident Management

• 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.

Workforce Management & Staff Coordination

• 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.

Customer Service & Communication

• 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.

Reporting & Documentation

• 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.

Leadership & Performance Support

• 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.