We are seeking an experienced ARC Manager to take overall responsibility for the leadership, performance and continuous improvement of a 24/7 Security Alarm Receiving Centre. This is the most senior operational management role within the ARC, offering the opportunity to shape how the service is delivered and how its management team develops.
You will directly manage the Assistant ARC Manager and share line management responsibility for Team Leaders and Operators. You will combine hands‑on operational judgement with the ability to coach, delegate and build a stronger, more accountable management structure.
What you’ll be responsible for
- Leading the ARC’s day-to-day operation and ensuring reliable, professional alarm monitoring and response around the clock.
- Developing the Assistant ARC Manager and wider team through clear expectations, coaching, performance management and effective delegation.
- Overseeing staffing, shift coverage, recruitment, training and operator competence.
- Driving response times, alarm handling accuracy, incident management, customer service and contractual performance.
- Taking the lead on major operational escalations and ensuring incidents result in practical improvements.
- Working with the Compliance Manager to support NSI Gold approval, inspections and relevant ARC standards.
- Overseeing operational ISO 9001 processes, including audits, corrective action, quality objectives and continual improvement.
- Maintaining business continuity arrangements and coordinating with technical teams and suppliers on system resilience.
- Managing operational stakeholders, resources and allocated expenditure.
What we’re looking for
- Proven management experience in an Alarm Receiving Centre, security monitoring environment or comparable 24/7 control room.
- Strong people leadership, with evidence of developing supervisors or managers and addressing performance issues constructively.
- Good understanding of alarm processing, incident escalation, KPIs and service delivery under pressure.
- Knowledge of NSI Gold requirements and working familiarity with ISO 9001 quality management principles.
- A practical, improvement-focused approach to operational risk, compliance, customer service and team development.
- Clear communication, sound judgement and the confidence to take ownership of a critical service
- You must hold a valid SIA CCTV Licence or be willing to obtain one to be considered for this role.
- Experience leading an NSI Gold-approved ARC, supporting external audits or managing ISO 9001 processes would be particularly advantageous.
Why this role?
This is an opportunity to lead an established, business-critical operation and make a measurable impact. You will have the scope to strengthen operational standards, develop the Assistant Manager and supervisory team, and build the management capability needed for consistent long-term performance.
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