Job Description What you’ll be doing: What you’ll be doing: Customer Experience & Service Delivery Ensure all customers receive an excellent, proactive and personalised service, making full use of systems and tools to improve efficiency and expand service offerings. Maintain high standards of service quality across all SOC teams, ensuring customer needs are met promptly, consistently and effectively. Take ownership of delivering the highest levels of satisfaction, resolving issues quickly, and ensuring a positive end‑to‑end experience for every customer interaction. Team Leadership & Development Lead, support and develop SOC Product Excellence, Customer Care and Account Management teams to ensure operational effectiveness. Provide ongoing coaching, mentoring and performance management, including 1:1s, appraisals and continuous development planning. Support staff with sales and remote services delivery, ensuring skills, behaviours and performance align with business expectations. Recognise, encourage and reward outstanding contributions to help build a motivated, high‑performing team. Complaints, NPS & Continuous Improvement Own and manage complaints and NPS processes across relevant business areas, ensuring effective root‑cause analysis and timely resolution. Identify barriers to service excellence, propose solutions and implement action plans in collaboration with the wider business. Drive continuous improvement initiatives that enhance efficiency, customer experience and service outcomes. Operational & Business Support Build strong customer relationships across all areas of the business, including third‑party installers and wider support functions. Play an active role in sharing best practices, supporting product evaluation, and contributing to innovation within the Global Securitas business. Monitor attendance, performance and conduct metrics, ensuring clear accountability and consistent standards. Ensure compliance with all company policies, regulatory requirements and legal obligations. Evidence-Based Reporting & Decision Support Provide management with accurate, evidence‑based reporting on performance, trends, service issues and operational risks. Identify root causes of performance challenges and recommend actionable solutions. Assist management and colleagues by offering professional advice, guidance and practical support across all operational matters. Embedding Company Values & Behavioural Expectations Demonstrate and promote the organisation’s core values of Integrity, Vigilance and Helpfulness in all actions and decision‑making. Build strong relationships with customers and colleagues, ensuring trust, fairness and professionalism at all times. Uphold confidentiality, act with transparency, and maintain high ethical standards. Commercial & Strategic Contribution Support the wider business with opportunities to drive growth, improve performance and enhance commercial outcomes. Contribute to cross‑functional initiatives that support the development of SOC services across the UK. Assist with service innovation, efficiency improvements and strategy delivery through proactive engagement and insight. Please Note: This only a guide and outline as to what the role will entail, not the full picture. If you meet the requirements of the role, we encourage you to apply!