Responsibilities
* Contribute to the success of the contract through the effective training and continuous on-going colleague development along with supporting the client's 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.
* Responsible for the operational performance of the allocated business in relation to overall targets set, ensuring compliance with SLAs & KPIs
* 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.
* Deliver results that meet or exceed the budget and service delivery requirements through full responsibility and accountability.
Management and Training Focus
* 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 uniform standards through effective coaching as part of the evaluation process
* 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
* Support the delivery of SIA CCTV training to ensure podium stores security officers are qualified to use the podium
* Delivery and implementation of performance management/PIP/development plans to officers where required
* Ensuring behaviours and situations that endanger 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 investigations for Customer complaints, QHSE incidents and any other investigations as required
* Supports with the delivery, maintenance and updates of Assignment Instructions & Risk Assessments
* Engaging with store management to build a strong 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 a medium level
* Be willing to work towards, if not already held, a management apprenticeship as deemed appropriate for personnel development
* Full valid UK driving licence
* Valid SIA guarding licence
Health, Safety and Information Security
* Follow Group and company policies and procedures at all times
* Report immediately any deficiencies in systems of work or equipment that may affect service delivery or health and safety
* Use all work equipment and personal PPE properly and in accordance with training
* Report immediately any issues or training needs to your Line manager
* 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
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