Job Objectives and Responsibilities
Contribute to the success of the contract through the effective training and continuous colleague development while supporting the client's security and safety strategy.
* Support the Operations Manager in managing performance, ensuring 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.
* Take responsibility for the operational performance of the allocated business in relation to overall targets, ensuring compliance with SLA's & KPI's.
* Maintain and promote the Mitie brand and reputation by providing an industry leading security provision.
* Support the customer and be responsible for accurate, timely reporting of crime and related activity through effective training of the officer population.
Key Responsibilities
* Deliver results that meet or exceed the budget and service delivery requirements with full responsibility and accountability.
* Deliver Mitie company inductions and comprehensive training for all newly appointed security officers from induction to probation sign‑off.
* Deliver all corporate training to the required standard for all officers in your area of responsibility.
* Complete officer evaluations in line with contractual KPIs.
* Provide coaching and support to the officer population in training, performance and uniform standards.
* Deliver focus topics and any ad‑hoc training as identified by the business.
* Support the delivery of SIA CCTV training to ensure all podium store security officers are qualified to use the podium.
* Implement performance‑management, PIP and development plans to improve officer standards.
* Identify and rectify behaviours or situations that endanger health & safety and well‑being in line with company policies.
* Assist with initial investigations of customer complaints, QHSE incidents and other investigations.
* Maintain and update Assignment Instructions & Risk Assessments.
* Engage with store management to build strong client relationships.
* Ensure adherence to uniform standards.
* Maintain open communication channels, recognise achievements and contribute to talent‑mapping projects.
Personal Specification
* Excellent organisational and time‑management skills.
* Confident, 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 medium‑level IT skills.
* Willing to work toward, or hold, a management apprenticeship as deemed appropriate.
* 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 that may result in failure of service delivery or pose a risk to health, safety or the environment.
* Use all work equipment and personal PPE properly and in accordance with training.
* Report any issues or training needs to your line manager.
Information Security Responsibilities
* 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.
Benefits
Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle, including:
* Virtual GP on‑hand for video or phone advice.
* Salary Finance scheme – access 50% of earned pay before payday for a small fee.
* Customisable benefits platform – Choices – covering dental insurance, dining cards, coffee clubs, tech products.
* High‑street discounts via the MiDeals platform and a cycle‑to‑work scheme.
* Life cover equal to your annual salary (minimum £10,000).
* Save‑as‑you‑earn scheme and Mitie Matching Share Plan for employee investment.
* Mitie Stars recognition programme with monthly cash prizes and a top prize of £10,000.
* Extensive training and development resources to progress your career.
Equal Employment Opportunity Statement
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make reasonable adjustments, please let us know.
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