BOOK A DEMO Customer Portal

CCTV Control Room Team Leader

Do you want to join a team of outstanding and dedicated individuals within one the most dynamic and forward-thinking companies in the security and lone worker industry?

If your skills, ambition, and ethos match our values below – call us.


Reliance Values




We currently have an exciting management position vacancy within our CCTV Control Room facility in Luton.

This facility plays an important role in helping keep the local area safe, working with key stakeholders such as the Local Authorities and Emergency Services.


The Team Leader is responsible for the day-to-day performance and service delivery of this facility, including line management responsibility of the CCTV Operators and producing all performance data reports for management reviews and contract management reviews.


About us


Reliance High-Tech is the UK’s largest independent integrator/installer of security solutions. We are trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise.


Unique in the industry, Reliance High-Tech combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business.

We operate at the top end, for the most discerning clients, in the most demanding and complex environments with the highest stakes, and always with integrity and customer focus


For more information about our business, visit


Your Responsibilities


This role will have line management responsibility for the operational team covering 24/7/365 service delivery of the Luton Borough Council (LBC) CCTV Control Room.


Establishing and monitoring KPI’s for the centre employees. KPI’s will be related to performance and quality output of employees.

To ensure that all actions of the operational team are completed against strict performance service levels and in line with agreed processes, including ID card production on behalf of Luton Borough Council and other 3rd parties.


Ensuring robust and effective training plans are in place and regularly reviewed.

Identifying opportunities for improvement and managing change into the business in respect to the services we deliver and/or processes used within the centre.


To be a primary point of contact and/or escalation contact for LBC CCTV Control Room customers. This may entail travel to and from customer premises or hosting both internal/external customer visits.

To manage any customer complaints/queries in a timely and professional manner.


To attend customer contract review meetings and produce all associated reports and data.

Producing alarm and activation data for the wider Service team on a monthly basis.

Producing daily/weekly/monthly reports for internal use within the organisation or as required by customers.

To ensure that control is maintained over costs within the centre.


Your Competencies


Excellent communication and negotiation skills.

Demonstrable track record of delivering improvements and efficiencies in processes, team performance and customer satisfaction.


Customer centric approach.

Confidence dealing with both internal and external customers at all levels.


Excellent organisational skills with a logical, analytical approach to problem solving and the ability to deal with high volumes of work.

Attention to detail and methodical approach.


Excellent written and oral communication skills.

Good IT capabilities with knowledge of, and experience with, Microsoft Office, Excel and Word.


Willingness to travel to customer premises.

Ability to work calmly and efficiently under pressure.


Your Profile


You will have a sound understanding of current security, GDPR procedures and CCTV codes of practice.

Previous experience in CCTV monitoring environment desirable.


An SIA CCTV license will be required and security checks are mandatory.

Previous experience leading teams delivering operational excellence in demanding customer service environments.


Ability to lead, develop, inspire and motivate staff.

This role suite will suit someone who is team orientated, self-motivating, success driven, and ambitious.


Contact us


To express an interest in this role please send your CV and a covering letter to no later than Aug 11, 2022. All job candidates will be screened to BS7858 standards to meet Reliance High-Tech’s vetting standards.

< Back to careers

Closing Date: August 11, 2023