Join our Team – Relief Controller – HQ, Chatham

Our Control Centre is the key communication hub of the company, monitoring the business 24hrs per day. Due to business growth an exciting opportunity has arisen for a Relief Controller to become part of a team providing a wide range of critical support services both to internal and external clients

What is the role?

Call4Response is a service provider of Control Centre facilities to various companies, including Ward Security Limited. It provides 3 main areas of service delivery among a wide scope of tasks.

  1. Contact Centre – The first point of contact for existing and potential clients, front line staff, alarm receiving centres and emergency services.


  1. Helpdesk – Representing clients, serving as their ServiceDesk facility


  1. CCTV Remote Monitoring Centre – Providing professional support whilst maintaining the smooth operation of the Company’s monitoring software.

Customer Service is a key element of this role, being part of a 24/7 team to provide best in class both to internal and external clients.

A working knowledge of Timegate Workforce Management Software is an advantage, as is the ability to learn and adapt to other systems utilised across the scope of service.

All roles are subject vetting to a 5-year checkable history.

It includes taking reasonable care for the Health & Safety of yourself and of other persons who may be affected of your actions in accordance with Section 7 of the Health & Safety at Work Act 1974.

It involves cooperation with our Environmental and Sustainability policies including complying with procedures, arrangements and instructions, remaining aware that their own acts and omissions can have an impact on the environment and taking all reasonable measures to prevent or minimise any such impact, promoting and maintaining high standards of housekeeping


Qualities & Personal Attributes:

  • Friendly and helpful Customer Service driven attitude
  • Excellent interpersonal skills and ability to work in a team as well as alone.
  • First-rate telephone skills and professional demeanour,
  • Proven problem-solving skills; ability to visualize a situation and think how to solve it.
  • Ability to exercise patience and professionalism during a busy shift.
  • Working knowledge of common operating systems and software applications.
  • Knowledge of the Security industry an advantage
  • Good spoken and written English
  • Knowledge of Microsoft Office Packages
  • Flexibility
  • Good Organisation and administration skills
  • High standard of personal presentation

Job Responsibilities and Tasks include:

To follow and adhere to Ward Security Limited Compliance Procedures and Company Operating Procedures.

  • Work under the direction of the Supervisors with Customer Service to the fore
  • Main communication hub for Security Operatives & dealing with queries in a professional manner
  • Monitoring booking on, booking off & check calls of Security Operatives as part of our duty of care responsibilities
  • Sourcing & allocating operational cover in the event of blow-outs across the portfolio
  • Monitor & act proactively or reactively on remote CCTV coverage
  • Monitor & act on Wireless Intruder Detection System warnings
  • Receiving alarm activations & deploying Mobile Response units to investigate appropriately
  • Representing clients & responding as their Helpdesk services in line with their instructions
  • Proactively manage, retain and develop relationships with existing clients and recognising opportunities for business development.
  • Analyse call volumes, call queues and traffic as necessary.
  • Work closely with operational team to ensure service excellence to internal & external clients
  • Ensure clear & concise written & verbal handovers between shifts to maintain excellent communication
  • Support & work within the scope of quality management systems to measure performance and ensure continuation of attained accreditations.
  • Ensure Control room functions are completed in accordance with the relevant UK legislation, British Standards and Company Operating procedures.
  • Fully complying with the responsibilities and tasks contained within the job description including any additional, or introduction of, new services.
  • Provision of cover for any annual leave, or in the event of sickness, within the Control room team
  • Any other duties that the Company may request from time to time that have not been included in the above.

Why work for us?

Apart from joining our friendly team we offer Uniform, SIA Licensing savings scheme, 5.6 weeks annual leave, Cycle to Work salary sacrifice Scheme, Pension and Life Assurance subject to qualifying service.

Working in partnership with Perkbox, all employees are offered a range of benefits, from retailer discounts, cinema tickets, wellness and gym membership and many other fantastic benefits for you to enjoy. (available after 6 months service).

Who are we?

Ward Security are an award-winning Security provider offering solutions to a range of UK businesses, including Security Guarding, Front of House, Canine General Purpose and Search, Keyholding & Alarm Response, CCTV Installation & Monitoring, Wireless Intruder Detection Systems, Helpdesk and Security Risk & Mitigation. We also offer security approved qualifications training through our Training Academy.

We are always seeking the best talent to uphold our vision to be the most trusted Security Partner in the UK. Ward Security recruit, train and reward the very best staff, complemented by the latest technology and communications to ensure the highest levels of security and Client service.

We will need your current CV and you can upload this on your online application form and send this to quoting the Job Reference.

Read about us @

Ward Security are an Equal Opportunities Employer.

Ward Security is pleased to announce that it has become a Recognised Service Provider working alongside the Living Wage Foundation. This achievement means Ward Security meet the standards set by Citizens UK and Centre for Civil Society for good practice by providers of personnel under contract.

Ward Security is an approved HABC Training Centre to deliver security recognised training qualifications in:

  • Level 2 Working as a Security Officer in the Private Security Industry
  • Level 2 Working as a Door Supervisor in the Private Security Industry
  • Level 2 Award for Working as a CCTV Operator (Public Space Surveillance) in the Private Security Industry

Read more about our training courses we offer @