Interr are currently recruiting for a Senior Client Operations Manager to work in our Client Management team.
This position will report directly to the Client Directors, work closely with our Control Room, clients, employees, Finance and HR teams, and be responsible for overseeing the day-to-day operations of a select number of retail operations.
Your focus in this important role will be to maintain client relationships, attend off-site meetings, address incidents and performance issues, ensure new personnel receive training, and manage the recruitment and appraisal process for security personnel.
Roles & Responsibilities:
- Ensuring our client’s sites are fully manned at all times.
- Attending client meetings and site visits.
- Managing absence - sickness, holidays, paternity or maternity leave of allocated staff.
- Arrangement of cover for allocated sites.
- Budgeting and budget control, working towards specific KPI's.
- Working alongside the Finance and HR teams regarding any pay, holiday or staffing issues.
- Working alongside the Operations Supervisors to ensure any absences, holidays and changes in client manning requirements are communicated to the control room in a timely manner for scheduling purposes.
- To be the main point of contact for all internal and external communication relating to our clients and security personnel.
- Maintaining regular communication between the Control Room and Client Operations team.
- Managing sickness and absence.
- Ensuring security personnel attend induction and are trained to and meet the required standards.
- Producing Site Assignment Instructions, general reporting, conducting site surveys and risk assessment reports.
- Managing the recruitment process for security including; assessing CVs, holding interviews and ensuring new starter paperwork and company induction is completed before deployment.
- Ensuring all client manager documentation is maintained in line with company standards.
- Ensuring that performance levels are monitored and managed.
- Dealing with staff issues, holding investigation and disciplinary meetings where required.
- Ensuring a high level of professionalism and customer service is delivered at all times.
- Carrying out quality audits and welfare checks.
- Completing annual performance appraisals for security personnel.
- Holding induction and other internal security training workshops.
- Compiled comprehensive monthly client reports to support Monthly and Quarterly Business Reviews, providing meaningful operational insights and performance analysis.
- Produce and coordinate Monthly and Quarterly Business Review presentations for clients, managing the end-to-end review process in collaboration with the Executive Team to ensure timely delivery, accuracy, and alignment on key business objectives.
Requirements:
- Experience of working within a retail environment at a senior managerial level.
- Experience of managing people and working with multiple client portfolios.
- Experience with retail loss prevention.
- Customer service approach with a desire to provide excellent customer service.
- Flexible with start and finish times.
- Flexibility and adaptability with your time and daily tasks.
- An active SIA Licence.
- Ability to work under pressure and to manage a busy workload.
- Strong attention to detail and administrative skills.
- Excellent communication skills (written and spoken).
- A desire to make a difference.
- Good knowledge of computer programs (MS Office).
Benefits:
- Annual Salary: depending on the experience
- Enrolment in Company Bonus Scheme and Health Care scheme
- 25 days’ annual leave excl. Bank Holidays.
- Company Pension Scheme.
- Company mobile phone and laptop
- Paid travel expenses.
You will be required to work 45 hours over a 5-day week, which will include early/ late start/ finish and weekends.
There will be a requirement for you to also be flexible with your start and finish times over the remainder of the week, and there will be a requirement for you to travel to and around our client’s sites as required; the remainder of the time you would be positioned at our Head Office, Aldgate East /working from home.
To apply, please send your CV and cover letter to Yolande Frederick ([email protected]) and mark your application with "SCM".
We are an equal opportunities employer.
Please note, due to the high number of applications, we will only contact those whose skills match closely with the requirements of the role. If you’ve not heard from us within a week of your application, please consider your application unsuccessful.
Pay: £50,000.00-£55,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Sick pay
Experience:
- retail senior client management: 5 years (required)
Work Location: Hybrid remote in London E1
