Duty Controller

Overview

As a CCTV Controller at Buchanan Galleries, you will monitor security cameras to detect risks and support incident response. You act as a central communication point for security teams, emergency services, and site staff while ensuring compliance with legal and client requirements. You manage control room processes, access control, and reporting, keeping accurate records and safeguarding sensitive data. You contribute to a safe, welcoming guest experience by providing calm, professional support and collaborating with cross-functional teams. Your role offers meaningful impact through maintaining safety, operational control, and brand standards in a busy shopping centre.

Responsibilities

• CCTV Monitoring & Incident Coordination: monitor activity, identify risks, and coordinate incident responses with security officers and emergency services.
• Control Room Operations: manage access control, sign-ins, permit support, radio discipline, and equipment control.
• Compliance, Evidence & Reporting: maintain logs, handle footage requests per legal and client requirements, and support audits and investigations.
• Guest Experience & Team Support: deliver guest-focused service, support partners and contractors, and ensure brand-aligned actions and cleanliness of the control room.

Key requirements

• Valid SIA CCTV licence
• Previous control room, CCTV, security, retail or facilities experience desirable
• Strong communication skills and ability to log and report clearly
• Confidentiality and data protection awareness
• Calm, focused under pressure and detail-oriented
• Ability to work in a team or independently under Centre Management direction
• Flexibility to work hours and shifts as required

• calm under pressure
• clear communication
• team player
• CCTV systems operation
• Access control management
• Radio communications

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