Better places, thriving communities.
Job objectives and responsibilities
1. 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.
2. 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.
3. Lead the B&Q SOC team through efficient deployment of people, equipment, systems and resources.
4. Leading and supporting the Operators in their day-to-day duties
5. Maintaining relationships with national and local B&Q stakeholders
6. Ensuring access to the room and its operation is limited to those permitted and that control policies are adhered for GDPR.
7. Provide support to Account Management & client(s) in accordance with the specific requirements of the contract in compliance with external & internal policies and procedures.
8. Responsible for ensuring all KPI's are met in accordance with contractual requirements.
9. To support the gathering of intelligence for freight crime colleagues
10. Complete an induction of spending time with DC and Store security to full appreciate their roles, gathering insight into the services required.
11. Recognise the role played in supporting colleagues and B&Q employees providing support up to and including deployment of emergency services as required.
12. Responsible for the preparation &presentation of reports, recommendations, and periodic summaries
13. Owner of the Department AI's and RA's
14. Oversight of the rota and growth plans for the SOC
Main Duties
15. To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
16. Managing SOC Operators to ensure resources are deployed effectively in reactive and pro-active manner
17. Recruit, induct, train and lead SOC Operators
18. Collaborate with other Mitie SOC's to ensure best practise.
19. Ensure all colleagues within the SOC comply with all GDPR, company and Client quality standards and any appropriate UK legislation.
20. 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.
21. Deliver a monthly summary to the client at the monthly client review meeting.
22. Leading the B&Q SOC, consulting with the account team to support guarding and detective activity
23. 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
24. Advocate and promote the Mitie brand and actively participate in the success of all company strategies.
25. 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:
26. 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
27. Ensuring their continuous development through periodic reviews and annual appraisals.
28. Identifying any skills gaps within the team and deliver any necessary upskilling and performance improvement in line with company policy and procedure.
29. Ensure the delivery of the Mitie company induction, initial assessment and comprehensive training to all newly appointed security personnel.
30. Identify the need for and support in the implementation of personal development plans as identified
31. Take active steps to maintain communication and recognise achievement and develop the Mitie Community
32. Engage with all appropriate recruitment agencies, actively manage and monitor establishment levels to ensure service delivery expected by the client.
33. Liaise with the HR management team to ensure all issues are dealt with in accordance to company policy.
34. 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
35. Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams
36. Relevant retail industry experience with the ability to demonstrate an understanding of investigation processes
37. 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.
38. Experience of managing and monitoring KPI performance
39. Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals
40. Ability to build and maintain relationships with a strong teamwork ethic
41. Experience of managing the monitoring CCTV
42. Experience of working within a demanding fast-paced environment
43. SIA Licence holder - CCTV & minimum non-frontline SIA licence
44. Ability to work under pressure in a controlled environment and make quick decisive and assertive decisions
45. Good communication skills, verbal and written English
46. Experience of team working
47. Project management experience
48. Reliable, flexible and discreet
49. Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
50. Ability to accurately follow detailed processes and where required write new policies
51. Confident and professional working approach and appearance
52. Resilient and tenacious with a ‘can do' approach
Desirable Skills and Experience
53. Knowledge of the retail market
54. 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
55. Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management)
56. Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
57. Previous achievement of performance targets and driving performance through utilising metrics
58. Excellent report-writing and analytical skills with sharp attention to detail
Health and Safety responsibilities
59. always Follow Group and company policies and procedures;
60. 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;
61. Use all work equipment and personal PPE properly and in accordance with training received;
62. Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security
63. Ensure compliance with Mitie's information security procedures in all activities;
64. Proactively identify and report security risks to your manager;
65. Report actual and suspected security incidents;
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
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 any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .