Job objectives and responsibilities
- Contribute to the success of the contract through the effective training and continuous on-going colleague development along with supporting the clients security and safety strategy.
- Effectively support the Operations Manager in managing performance, ensuring that all security officers are trained to the highest standard in line with SLAs & KPIs
- Deputise during times of unplanned absence of the Operations Manager until a buddy Operations Manager can take over.
- Responsibility for the operational performance of the allocated business in relation to overall targets set, ensuring compliance with SLA's & KPI's
- To maintain and promote the Mitie brand and reputation by providing an industry leading security provision.
- Support the customer and be responsible for the accuracy and timely reporting of crime and crime related tasks/activities through effective training of the officer population.
Main duties
To deliver results that meet or exceeds the budget and service delivery requirements through full responsibility and accountability including but not limited to;
- To work within customer retail stores, delivering Mitie company inductions and comprehensive training for all newly appointed security officers from induction to probation sign off
- Delivery of all corporate training to the required standard for all officers in your area of responsibility
- Responsible for completing officer evaluations in line with contractual KPIs
- Support the security officer population in the contract through great training and coaching
- Support the officer population in delivering great uniform standards through effective coaching as part of the evaluation process
- Responsible for the delivery of all focus topics and any ad hoc training as identified by the business
- Deliver ongoing training, support and guidance to all officers including any ad hoc training as required by the business
- Supporting the delivery of SIA CCTV training to ensure all podium stores security officers are qualified to use the podium
- Delivery and implementation of performance management/PIP/development plans to officers where required for opportunities in relation to officer standards (uniform, time keeping, task completion failure to follow training delivered)
- Ensuring behaviours and situations that endanger the Health & Safety and wellbeing of colleagues, customers and fellow officers are identified and rectified in a timely manner in line with company policies
- Supports the Operations Manager with initial investigation(s) for Customer complaints, QHSE incidents and any other investigations as and when required
- Supports with the delivery, maintenance and update(s) of Assignment Instructions & Risk Assessments
- Engaging with store management to ensure when in store to build a great working relationship with the client
- Ensuring adherence to uniform standards
- Maintain open communication channels, recognise achievements and actively contribute to talent mapping projects
Personal Specification
- Excellent organisational and time management skills
- Confident and professional working approach and appearance
- Strong customer service, client focused attitude with the ability to build good working relationships
- Exceptional verbal and written communication skills
- Ability to work individually and as part of a team
- Resilient and tenacious with a ‘can do' approach
- Flexible and adaptable
- Literate, numerate and IT skills to medium level user
- Be willing to work towards, if not already held, a management apprenticeship as is deemed appropriate for personnel development
- Full valid UK driving licence
- Valid SIA guarding licence
Health and Safety responsibilities
- Follow Group and company policies and procedures at all times
- Report immediately any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
- Use all work equipment and personal PPE properly and in accordance with training
- Report immediately any issues or training needs to your Line manager
Information Security
- Ensure compliance with Mitie's information security procedures in all activities
- Proactively identify and report security risks to your manager
- Report actual and suspected security incidents
