Duty Controller

About the role

We’re looking for an organised, reliable and approachable DT Control Officer to support our day\-to\-day operations.

Based at our Bolton Head Office, you will help coordinate staff and rotas, respond to customer enquiries and support our frontline teams. You will also carry out staff welfare visits and assist with training, helping ensure our employees have the information and support they need to deliver a professional service.

This is a varied role suited to someone who communicates clearly, stays calm under pressure and can manage changing priorities.

Key responsibilities

• Answer telephone calls, emails and operational tickets professionally, providing timely responses to staff and customers.


• Prepare, maintain and update staff rotas using the company’s scheduling system.


• Arrange cover for sickness, lateness, absence and additional client requirements, escalating any unresolved staffing gaps.


• Monitor attendance and follow up on missed bookings, late arrivals or other concerns.


• Deal with customer enquiries, service requests and operational issues, keeping accurate records of actions taken.


• Support frontline staff with queries about shifts, site instructions, procedures and reporting requirements.


• Deliver or assist with staff inductions, site familiarisation and training within your competence, maintaining accurate training records.


• Conduct welfare calls and site visits to check on staff, identify concerns and arrange appropriate support.


• Carry out site checks and report issues relating to service delivery, staff presentation, equipment or compliance with assignment instructions.


• Coordinate uniforms, radios and other operational equipment where required.


• Receive and record incident reports, escalating urgent or significant matters to the appropriate manager.


• Maintain accurate operational records, including rota changes, attendance information and shift handovers.


• Support timesheet queries and checks, referring discrepancies for approval or correction.


• Provide clear handovers so outstanding issues and actions are followed through.


• Follow company policies on confidentiality, health and safety, lone working and professional conduct.


• Undertake other reasonable duties appropriate to the role.

• Clear written and spoken communication, with a professional telephone manner.


• Strong organisational skills and attention to detail.


• Confidence using email, Microsoft Office and computer\-based systems.


• The ability to prioritise tasks and remain calm in a busy operational environment.


• A practical approach to resolving problems, with sound judgement about when to seek support.


• Good customer service skills and the ability to handle difficult conversations professionally.


• Reliability, punctuality and a supportive approach to colleagues.


• Availability to work the stated shift pattern and attend client sites as required.

• Previous experience in operational control, scheduling, administration or customer service.


• Experience within security, facilities management or another business coordinating frontline staff.


• Familiarity with C247 or a similar workforce scheduling system.


• Experience supporting staff training, inductions or welfare visits.

Appointment is subject to satisfactory BS 7858 screening and vetting, verification of the right to work in the UK, and any licence or qualification checks required for the duties assigned.

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