Job objectives and responsibilities
To establish and manage a team of SOC Operators who will provide remote services and support to the network of DC's and the stores.
The provide a B&Q SOC with a dedicated team, which has remote access to all B&Q locations and performs a number of support roles for the B&Q network.
Lead the B&Q SOC team through efficient deployment of people, equipment, systems and resources.
* Leading and supporting the Operators in their day-to-day duties
* Maintaining relationships with national and local B&Q stakeholders
* Ensuring access to the room and its operation is limited to those permitted and that control policies are adhered for GDPR.
* Provide support to Account Management & client(s) in accordance with the specific requirements of the contract in compliance with external & internal policies and procedures.
* Responsible for ensuring all KPI's are met in accordance with contractual requirements.
* To support the gathering of intelligence for freight crime colleagues
* Complete an induction of spending time with DC and Store security to full appreciate their roles, gathering insight into the services required.
* Recognise the role played in supporting colleagues and B&Q employees providing support up to and including deployment of emergency services as required.
* Responsible for the preparation &presentation of reports, recommendations, and periodic summaries
* Owner of the Department AI's and RA's
* Oversight of the rota and growth plans for the SOC
Main Duties
* To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
* Managing SOC Operators to ensure resources are deployed effectively in reactive and pro-active manner
* Recruit, induct, train and lead SOC Operators
* Collaborate with other Mitie SOC's to ensure best practise.
* Ensure all colleagues within the SOC comply with all GDPR, company and Client quality standards and any appropriate UK legislation.
* Be able to balance the day-to-day management of a core team of CCTV operators, with the organic growth as B&Q implement new business initiatives and expand the SOC operation.
* Deliver a monthly summary to the client at the monthly client review meeting.
* Leading the B&Q SOC, consulting with the account team to support guarding and detective activity
* Demonstrate an exceptional understanding of all systems in use, enabling the team to respond appropriately to any signals or messages received and guide the team to do the same
* Advocate and promote the Mitie brand and actively participate in the success of all company strategies.
* To build, lead, retain and support in the development of a team that believe and demonstrate through their work that Mitie is different to other Security service providers through:
* Proactively manage the SOC team to ensure high levels of performance and attendance including, Mi Reviews and KPI setting and review through the delivery of a robust coaching and mentoring culture
* Ensuring their continuous development through periodic reviews and annual appraisals.
* Identifying any skills gaps within the team and deliver any necessary upskilling and performance improvement in line with company policy and procedure.
* Ensure the delivery of the Mitie company induction, initial assessment and comprehensive training to all newly appointed security personnel.
* Identify the need for and support in the implementation of personal development plans as identified
* Take active steps to maintain communication and recognise achievement and develop the Mitie Community
* Engage with all appropriate recruitment agencies, actively manage and monitor establishment levels to ensure service delivery expected by the client.
* Liaise with the HR management team to ensure all issues are dealt with in accordance to company policy.
* Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies.
Person Specification
Essential
* Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams
* Relevant retail industry experience with the ability to demonstrate an understanding of investigation processes
* Computer literate with a variety of software, including Microsoft Office (Outlook, Word and Excel) and bespoke software for telematics, telecoms to connect to vehicles & people.
* Experience of managing and monitoring KPI performance
* Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals
* Ability to build and maintain relationships with a strong teamwork ethic
* Experience of managing the monitoring CCTV
* Experience of working within a demanding fast-paced environment
* SIA Licence holder - CCTV & minimum non-frontline SIA licence
* Ability to work under pressure in a controlled environment and make quick decisive and assertive decisions
* Good communication skills, verbal and written English
* Experience of team working
* Project management experience
* Reliable, flexible and discreet
* Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
* Ability to accurately follow detailed processes and where required write new policies
* Confident and professional working approach and appearance
* Resilient and tenacious with a ‘can do' approach
Desirable Skills and Experience
* Knowledge of the retail market
* An excellent working knowledge of all processes and procedures associated with a Security Operations Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding
* Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management)
* Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
* Previous achievement of performance targets and driving performance through utilising metrics
* Excellent report-writing and analytical skills with sharp attention to detail
Health and Safety responsibilities
* Always follow Group and company policies and procedures;
* Report 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 received;
* Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
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;
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