Operations Support – M&S

45 hours per week – £41,881.58

Reporting to: Senior Security Operations Manager

Location: M&S, Bluewater Shopping Centre, Bean Road, Greenhithe, Kent, England, DA9 9SD

Requirement: Must hold a valid SIA Front Line Licence

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Job Objectives and Responsibilities

Effectively support and assist the Operations Manager in managing the performance of a designated region, ensuring that all contracted and temporary hours are fulfilled by trained officers to the complete satisfaction of stores and clients.

• Support Operations Managers with the operational performance of the allocated business in relation to overall targets, ensuring compliance with key SLA's/KPI's.
• Maintain and promote the Mitie brand and reputation by delivering an industry‑leading security provision.
• Maximise the efficiency of officer deployment using systems and technology to deliver intelligence‑led services based on risk and data analysis.
• Contribute to the success of the M&S contract through effective training and continuous colleague coaching.
• Support the customer and ensure timely completion of crime‑related reporting and associated tasks.

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Main Duties

Scheduling & Operational Support

• Ensure all weekly SPO hours are rostered in advance with trained M&S/Mitie colleagues.
• Ensure all Store Detective shifts nationally are rostered monthly in line with SOC SD schedules.
• Follow agency request processes to maintain coverage and service levels.
• Investigate PO discrepancies promptly and ensure correct action is taken.
• Maintain SIA licence records and complete application processes when required.
• Manage holiday tracker and approve requests in line with company policy.
• Support M&S and Mitie WSHS/QHSE initiatives and ensure compliance with policy and legislation.
• Assist the Operations Managers in completing QHSE investigations within agreed SLA.
• Maintain Assignment Instructions and Risk Assessments for each site in line with Mitie policy.
• Assist the Investigation Manager with note‑taking when required.
• Report and investigate incidents, identify causes, implement corrective actions, and retain records for audit purposes.
• Take active steps to maintain communication, recognise achievement, and support the Mitie community.
• Ensure all Mitie obligations relating to Officer Welfare, Health & Safety and Duty of Care are always observed.
• Demonstrate and promote Mitie Values: Excel, Challenge, Inspire.
• Provide adequate advice and support to ensure officer success, including system knowledge, tools, and policy awareness.
• Ensure officers fully understand and comply with Mitie policy, legal requirements, and procedural changes.
• Contribute to the development of the Mitie strategy.

General Operations (Additional Duties)

• Schedule predetermined GAPs.
• Provide cover for Operations Managers during leave, on‑road duties, or task deployment.
• Manage AS Lines & PRP.
• Generate and amend site cards.
• Complete snapshot updates and associated administration.
• Support store visits, SSE's, and SPO assessments.
• Build and maintain strong relationships with Store Managers.

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Recruitment

• Manage the recruitment process from advertising vacancies to screening candidates and ensuring timely completion of vetting.
• Generate adverts and conduct interview screening.
• Oversee MyChecks compliance.
• Arrange training shifts for new starters.
• Order uniform and ID cards for new starters and reissue when required.

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Training

• Support the Operations Manager with delivery of Mitie retail awareness, induction, and security training.
• Manage the SIA training schedule.
• Process SIA licence applications.
• Complete ACTR submissions.

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Absence Management

• Cover blowouts and ensure store communication for lateness or blowouts.
• Maintain the absence tracker and advise the Operations Manager on ER triggers.
• Conduct Return‑to‑Work meetings.

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Incident Management

• Support Operations Managers with welfare calls.
• Escalate matters to SOM & AM where intervention is required.
• Resource, allocate, and brief Assets following incidents.
• Communicate with extra‑cover stores and arrange additional support.

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Technology

• Arrange new technology for stores.
• Manage bodycam damage/loss reporting and follow‑ups.
• Support SPOs with Teams and Auror access.

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Person Specification

Essential

• Excellent organisational and time‑management skills.
• Confident and professional approach and appearance.
• Strong customer service and client‑focused attitude with the ability to build effective relationships.
• Exceptional verbal and written communication skills.
• Ability to work independently and as part of a team.
• Resilient, tenacious, and proactive with a “can‑do” attitude.
• Flexible and adaptable.
• Literate, numerate, and competent IT user (medium level).

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Health & Safety Responsibilities

• Follow Group and Company policies and procedures at all times.
• Report any deficiencies in systems or equipment that may impact service delivery, health & safety, or the environment.
• Use all work equipment and PPE correctly and in accordance with training.
• Report issues or training needs to your Line Manager or via divisional incident reporting systems.