Job objectives and responsibilities

As a Security Account Manager you will manage the Campus Safety Ambassadors across multiple sites, your mission is to create a friendly environment with a focus on student safety from a security perspective. Supporting the Account Director and wider Mitie team to proactively manage the campus space and halls of residences and ensure all is working as intended.  With a blend of exceptional service and attention to detail, you'll ensure every interaction leaves a lasting positive impression.  You will be well organised, able to work independently, and skilled at developing meaningful and productive relationships with the team and our students / clients and key stakeholders.  You will be just as comfortable stepping in to supporting a client with their query, as well as carrying out extensive floor walks and liaising with students on site to resolve any issue that is impacting the experience on campus acting as a role model for all Campus Safety Ambassadors.    
You will implement the agreed colleague engagement, workplace and security strategy, and drive service improvements that create a memorable and lasting experience to all Campus users / visitors. Using your unique personality and excellent organisation skills to deliver an exceptional service and bring our vison to life for the client. You will take full ownership of the working environment and colleague/customer touchpoints and maintain consistently high standards across all integrated FM services,
You must have a strategic mindset with a demonstrable track record of leading and supporting operational change and transformation projects to drive service excellence. 

•    Own the student experience service delivery, providing an exceptional service experience for all internal and external customers visiting or working within the building. 
  •    Drive consistency in service delivery across the LSBU Group campus while enabling tailored, site-specific enhancements that reflect the local community and culture.
  •    Service Excellence Mindset: Strong commitment to delivering an outstanding guest and client experience; able to translate standards into practical, consistent action on the ground.
•    Own service delivery across visitor and reception management, security and any other services linked to the colleague experience of utilising the workspace. 
  •    Capture and escalate risks, resistance, or issues to relevant stakeholders, offering practical solutions and adjustments as needed.
  •    Work alongside site FM and team supervisors to embed new behaviours, responsibilities, and service techniques.
  •    Manage, recruit, train and coach a diverse team of individuals across Campus Safety Ambassadors for front of house and security to drive a proactive personalised service across all client sites.
  •    Consult with our clients, colleagues, and visitors, to improve their onsite experience – manage service to identify and map action plans to improve the experience. 
  •    Direct line management and supervision of the Deputy Workplace Managers and overall responsibility of the Campus Safety Ambassadors for front of house and security.
  •    Utilise a “hands on” approach whilst maintaining a strategic eye for the development of the business, and team members.
  •    Deliver our contractual service requirements and act as the link between Campus Safety Ambassadors for front of house and security and be SPOC (single point of contact) for all Campus safety related issues.
  •    Demonstrate a high level of leadership in overseeing the Campus user experience and ensuring continuous customer satisfaction. 
  •    To ensure the Campus Safety Ambassadors are setup for success and can be productive whilst on site. 
  •    Proactively identify improvement opportunities regarding processes and operational delivery, health and safety, security processes and own the change management path to deliver the change. 

Main duties

Team Leadership & Training
•    Recruit, develop, and train a highly motivated team who deliver experiences that set us apart from competitors.
•    Foster a collaborative, high-performance culture across all service partners and internal teams.
•    Lead regular team meetings to ensure all members are informed, engaged, and motivated.
•    Ensure Campus Safety Ambassadors are fully trained, presentable, and embody the Mitie values at all times.
•    Work across all service points in the building, fully understanding the service requirements of each area.
•    Provide tailored customer experience training aligned with client values and culture.
•    Maintain accurate personnel records, including working hours, payroll, training, and development.
•    Link team objectives to the business vision and strategy, actively supporting development needs.
•    Be a champion for diversity, inclusion, health and safety, and One-Mitie collaboration across site.

Experience & Engagement
•    Take daily ownership of the experiential touchpoint journey, ensuring all colleague, student-facing areas, and service teams meet agreed standards.
•    Act as the single point of contact (SPOC) for campus users and service teams, attending meetings and compiling agreed reports.
•    Be visible and present at campus events, visits, and activities.
•    Conduct regular floor and campus walks, engaging with colleagues, identifying faults, facilities issues, and health & safety concerns.
•    Promote and reinforce positive campus behaviours and etiquette standards.
•    Respond Security incidents when required.

Process and continuous improvement 

• 
     Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs
  •    Complete regular audits and floor / campus walks to identify challenges and opportunities, and deploy improvement mechanisms.
  •    Drive improvements in campus service delivery and ensuring ongoing management, adoption and compliance of new client processes and services.
  •    Prepare and issue comms and updates via email / other approved means. 
  •    Manage the team to ensure site procedures are followed, including but not limited to campus / building pass requests.
  •    Take ownership of BAU projects and change initiatives, guiding them from idea to delivery.
  •    Generate regular security reports and send to the relevant people. 
  •    To monitor all electronic security systems including building alarms, CCTV and access control and be competent in their operation. 
  •    To immediately report any systems malfunction.
• Ensure the service is delivered in line with KPI's and contractual agreement with the client.
• Take full accountability for service failures and ensure rectification methods are implemented.

 Innovation & Experience Design

• 
     Develop and launch initiatives that enhance wellbeing, inclusivity, collaboration, and satisfaction.
  •    Promote and implement workplace technologies that support connection, ease, and productivity for colleagues, students, and visitors.
  •    Gather feedback from teams and users to drive small-scale, high-impact improvements and share success stories.

Planning & Partnership
•    Work strategically with the Account Director and IFM service leads to coordinate building works, events, and activities.
•    Partner with the wider workplace and IFM teams to deliver consistent service and exceptional experiences.
•    Build strong relationships with LSBU Group stakeholders, including operations, HSR, facilities, and executive leadership, aligning campus safety and service with organisational goals.
•    Actively engage with other partners and suppliers to encourage innovation and seamless “One-Mitie” approach.

Person Specification – Key competencies 

•    Proven track record of comparable leadership experience over several years in universities, modern high footfall workplaces and/or hospitality focused establishments.
  •    Proactive, organised and meticulous – passionate about Customer Experience 
  •    Excellent project and time management skills.
  •    Demonstrable experience transforming service delivery to meet new and improved standards 
  •    A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey.
  •    Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team.
  •    Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers.
  •    Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence. 
  •    Immaculate grooming, personal presentation.
  •    Must be able to identify and resolve issues, and to meet and exceed the expectations of our client. 
  •    Must be highly proficient in Outlook, Word, Teams, and Chrome 
  •    Competent using visitor and space management tools. 
  •    Inspirational leader 
  •    Knowledgeable and approachable - Highly visible, always available and obvious go to person 
  •    Memorable and hospitality first, connected to the experts for everything else 
  •    High profile, professional, friendly and attentive 
  •    Connected, calm and in control

Health and Safety responsibilities 

•    Follow Group and company policies and procedures at all times. 
  •    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.