Operations Support - M&S
45 hours per week - £41,881.58
Reporting to: Senior Security Operations Manager
Location: M&S, Bluewater Shopping Centre, Bean Road, Greenhithe, Kent, England, DA9 9SD
Requirement: Must hold a valid SIA Front Line Licence
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Job Objectives and Responsibilities
Effectively support and assist the Operations Manager in managing the performance of a designated region, ensuring that all contracted and temporary hours are fulfilled by trained officers to the complete satisfaction of stores and clients.
Support Operations Managers with the operational performance of the allocated business in relation to overall targets, ensuring compliance with key SLA's/KPI's.
Maintain and promote the Mitie brand and reputation by delivering an industry‑leading security provision.
Maximise the efficiency of officer deployment using systems and technology to deliver intelligence‑led services based on risk and data analysis.
Contribute to the success of the M&S contract through effective training and continuous colleague coaching.
Support the customer and ensure timely completion of crime‑related reporting and associated tasks.
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Main Duties
Scheduling & Operational Support
Ensure all weekly SPO hours are rostered in advance with trained M&S/Mitie colleagues.
Ensure all Store Detective shifts nationally are rostered monthly in line with SOC SD schedules.
Follow agency request processes to maintain coverage and service levels.
Investigate PO discrepancies promptly and ensure correct action is taken.
Maintain SIA licence records and complete application processes when required.
Manage holiday tracker and approve requests in line with company policy.
Support M&S and Mitie WSHS/QHSE initiatives and ensure compliance with policy and legislation.
Assist the Operations Managers in completing QHSE investigations within agreed SLA.
Maintain Assignment Instructions and Risk Assessments for each site in line with Mitie policy.
Assist the Investigation Manager with note‑taking when required.
Report and investigate incidents, identify causes, implement corrective actions, and retain records for audit purposes.
Take active steps to maintain communication, recognise achievement, and support the Mitie community.
Ensure all Mitie obligations relating to Officer Welfare, Health & Safety and Duty of Care are always observed.
Demonstrate and promote Mitie Values: Excel, Challenge, Inspire.
Provide adequate advice and support to ensure officer success, including system knowledge, tools, and policy awareness.
Ensure officers fully understand and comply with Mitie policy, legal requirements, and procedural changes.
Contribute to the development of the Mitie strategy.
General Operations (Additional Duties)
Schedule predetermined GAPs.
Provide cover for Operations Managers during leave, on‑road duties, or task deployment.
Manage AS Lines & PRP.
Generate and amend site cards.
Complete snapshot updates and associated administration.
Support store visits, SSE's, and SPO assessments.
Build and maintain strong relationships with Store Managers.
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Recruitment
Manage the recruitment process from advertising vacancies to screening candidates and ensuring timely completion of vetting.
Generate adverts and conduct interview screening.
Oversee MyChecks compliance.
Arrange training shifts for new starters.
Order uniform and ID cards for new starters and reissue when required.
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Training
Support the Operations Manager with delivery of Mitie retail awareness, induction, and security training.
Manage the SIA training schedule.
Process SIA licence applications.
Complete ACTR submissions.
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Absence Management
Cover blowouts and ensure store communication for lateness or blowouts.
Maintain the absence tracker and advise the Operations Manager on ER triggers.
Conduct Return‑to‑Work meetings.
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Incident Management
Support Operations Managers with welfare calls.
Escalate matters to SOM & AM where intervention is required.
Resource, allocate, and brief Assets following incidents.
Communicate with extra‑cover stores and arrange additional support.
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Technology
Arrange new technology for stores.
Manage bodycam damage/loss reporting and follow‑ups.
Support SPOs with Teams and Auror access.
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Person Specification
Essential
Excellent organisational and time‑management skills.
Confident and professional approach and appearance.
Strong customer service and client‑focused attitude with the ability to build effective relationships.
Exceptional verbal and written communication skills.
Ability to work independently and as part of a team.
Resilient, tenacious, and proactive with a “can‑do” attitude.
Flexible and adaptable.
Literate, numerate, and competent IT user (medium level).
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Health & Safety Responsibilities
Follow Group and Company policies and procedures at all times.
Report any deficiencies in systems or equipment that may impact service delivery, health & safety, or the environment.
Use all work equipment and PPE correctly and in accordance with training.
Report issues or training needs to your Line Manager or via divisional incident reporting systems.
