Operations Support – M&S
45 hours per week – £41,881.58
Reporting to: Senior Security Operations Manager
Location: Primarily home‑based (Laptop and Phone provided)
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.
