Operations Support Manager

Business/Contract/Department: B&Q Contract

Job Title: Operations Support Manager

Reporting to: Security Operations Manager / Account Director

Our values and behaviours

Delivering the exceptional, every day

Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

Our promise to our people: a place to work where you can thrive and be your best every day.

Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture – our core values and how we behave:

We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together. If we can help a customer or colleague in any way, we will. We are one Mitie.

We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.

We go the extra mile: whether its keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

Our diversity makes us stronger: we are very proud of our rich and diverse cultures and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job objectives and responsibilities

Contribute to the success of the B&Q contract through the effective training and continuous on-going colleague development

Effectively support the Account Director & 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 planned & unplanned absence for Operations Manager

Responsibility for the operational performance of the allocated business in relation to overall targets set, ensuring compliance with SLA's & KPI's

To maintain and promote the Mitie brand and reputation by providing an industry leading security provision, whilst being integrated into the Mitie duty manager roster

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 on the Synapse system

Main duties

To deliver results that meet or exceeds the budget and service delivery requirements through full responsibility and accountability including but not limited to;

To work within B&Q 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 maintaining officer establishment, through effective recruitment & selection of core and relief officers

Responsible for new starter induction training and onboarding

Completing officer evaluations in line with contractual KPIs using merlin

Support the security officer population in the compliance of Body Worn Camera usage through great training and coaching

Support the officer population in delivering great uniform standards through effective coaching as part of the evaluation process

Responsible for the delivery of all focus topics and any adhoc training as identified by the business

Deliver ongoing training, toolbox talks, support and guidance to all officers including any adhoc training as required by the business

Delivery of SIA CCTV training to ensure all podium stores security officers are qualified to use the podium

Delivery and implementation of performance management/PIP/development plans to officers where required for opportunities in relation to officer standards (uniform, time keeping, task completion failure to follow training delivered)

Ensuring behaviours and situations that endanger the 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 investigation(s) for Customer complaints, and any other investigations as and when required

Supports with the delivery, maintenance and update(s) of Assignment Instructions & Risk Assessments

Engaging with store management to ensure when in store to build a great 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 medium level user

Level 3 AET held or be willing to work towards this qualification

Be willing to work towards, if not already held, a management apprenticeship as is deemed appropriate for personnel development

Holds an SIA frontline licence for SG or DS

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 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

Report immediately any issues or training needs to your Line manager

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

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.