Reports to:Operations Director – South
Location:Birmingham / Redditch (with regular London access)
Contract:Full-time
Role Purpose
This role leads the operational delivery of Lodge’s services across BIDs, public realm environments and event security. It is a front-line leadership position, primarily site-based, responsible for setting standards, coaching team’s and ensuring consistent, high-quality delivery. The role is accountable for operational performance, incident management and team capability, while working in partnership with the Customer Success Manager (CSM), who owns the client relationship.
Key Responsibilities
1. Operational Delivery & Leadership
* Lead day-to-day operations across all public realm and BID environments
* Maintain a strong on-site presence to set standards, support supervisors and coach officers
* Ensure consistent delivery of visibility, engagement and professional conduct
2. Training & Standards
* Design and deliver a structured, scenario-based training programme
* Cover conflict management, safeguarding, customer service and first aid
* Embed a consistent “Lodge standard” across all teams
3. CSAS & Compliance
* Own CSAS accreditation, renewals and compliance
* Ensure officers apply powers correctly and confidently
* Maintain full compliance with SIA, H&S, GDPR and assignment instructions
4. Incident Management & Insight
* Oversee incident reporting systems and data quality
* Work with the crime analyst to identify trends and risks
* Use insight to improve operational response and support client reporting
5. Control Room & Incident Command
* Manage integration between frontline teams and the control room
* Ensure clear communication, escalation and consistent incident handling
* Apply structured command principles during incidents
6. Event Security
* Plan and deliver event security operations
* Manage risk assessments, resourcing and delivery
* Oversee service partners and post-event reviews
7. Stakeholder & Partnership Working
* Build effective working relationships with BIDs, police, local authorities and partners
* Contribute to multi-agency responses and community safety initiatives
* Provide operational insight to support the CSM
8. People & Performance Management
* Manage performance, development, welfare and discipline
* Build a professional, motivated and capable workforce
9. Resource Planning
* Oversee rostering, recruitment, onboarding and cost control
* Ensure effective deployment across all contracts
10. Reporting & Continuous Improvement
* Produce clear operational reporting and insight
* Identify risks, track performance and drive improvements
Working with the Customer Success Manager (CSM)This role:
* Owns operational delivery and standards
* Provides accurate operational insight
* Identifies risks and improvement areas
CSM:
* Owns client relationships and communication
* Leads reviews and manages client experience
Approach:
* Operate as a single, aligned unit
* Share insight regularly
* Coordinate on issue resolution (operations deliver, CSM communicates)
ScopeOwns:
* Public realm and BID operations
* Event security delivery
* CSAS compliance
* Training and standards
* Incident reporting and control room integration
Does not own:
* Client relationship ownership
* Client review meetings
* Commercial negotiations or sales
Candidate Profile Experience
* Background in police, military or law enforcement
* Experience in public order, community safety or operational command
* Leading frontline teams
* Event security delivery
Skills
* Strong leadership and decision-making
* Clear communication
* High situational awareness
* Ability to translate data into action
Qualifications (desirable)
* NVQ Level 3 Spectator Safety
* IOSH Managing Safely
* Event security / crowd management certifications
* CSAS experience
Personal Qualities
* Calm, credible and authoritative
* High standards and accountability
* Hands-on leadership style
* Focused on developing people
Success Measures
* Safe, visible and well-managed environments
* High standards of team performance and conduct
* Full regulatory and CSAS compliance
* Strong control room integration
* Accurate and consistent incident reporting
* Measurable improvements in incident trends
* Positive partner and stakeholder feedback
* Improved team capability through training
We Offer:
* Training & career paths
* Financial Support – Ability to access your pay before payday
* Pension scheme
* 28 days holiday
* Uniform & Body Worn Videos
* Benefits portal Retail, dining and gym discounts
* 24/7 Doctor on Line & Counselling services
* Boots Discount Card that entitles you to 22.5% discount on Boots own brand products and 12.5% discount on almost all other products (after 3 months service)
* Wellbeing Support
* Inclusive culture | Disability Confident Employer
#J-18808-Ljbffr