Company name:

 Beacon Shopping centre

Job Title:

Controllers / CCTV operators

Reporting to (position)

Supervisors / Security Manager

SIA CCTV Licence

Essential

SIA Door Licence

Essential

 Knowledge of control room  CCTV

Desirable

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:

o   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.

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

o   We go the extra mile: whether it's 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.

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

o   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

To protect our customer's property, people and/or assets by providing security services in direct accordance with the sites published Assignment Instructions (AI's) and any subsequent changes.

Delivering results that meet and / or exceed the Key performance indicators / Service Level Agreement for the customer through full responsibility and accountability, providing a service that aids in the retention of the contract.

To undertake additional training to ensure continuous self-development

To complete all mandatory E-learning Subjects within your first 12 weeks of employment.

·       To ensure that you adhere to the requirements detailed in the Assignment Instructions and Standard Operating Procedures for Mitie

·       To work in any of areas or undertake any roles specifically delegated by your Supervisor/Line Manager.

·       To provide the highest level of customer service ensuring that all persons either visiting or working at the site are treated courteously and professionally at all times.

·       To manage a work environment that adheres to the Health & Safety procedures and policies of Mitie and the client ensuring a duty of care to all persons on the site.

·       To continually support new initiatives and contribute towards the development of the site in the drive to establish ‘best in business' practices across all Mitie locations.

·       To undertake any mandatory training required on the contract and ensures that you proactively manage your own development plan with the Line Management & online courses.

·       To actively promote a team ethos ensuring the seamless delivery of exceptional service standards to internal and external customers.

·       To act as an ambassador to the client organisation ensuring that their business is represented accordingly in all the duties undertaken by you.

Responsibilites

• To ensure all Mall Staff are fully aware of their responsibilies through regular daily contact and induction training
• To ensure whilst on duty you follow the SIA code of conduct

·       Ensure that you attend site at least 15 minutes prior to commencement of shift, thus ensuring the site contract staffing requirements are met.

·       To ensure that you attend your location in your full uniform at all times. Uniform is to be worn at all times unless permission provided by your line manager

·       Good level of hygiene is maintained.

·       To ensure that a Mitie ID card and your SIA license is worn at all times whilst on duty. Whilst on duty, your licence must always be visible when conducting designated licensable activities

·       Greet visitors to the premises in a friendly and courteous manner

·       Act fairly and not discriminate on the grounds of gender, sexual orientation, marital status, race, nationality, ethnicity, religion or beliefs, disability, or any other difference in individuals which is not relevant to the security officers' responsibility

·       Carry out their duties in a professional and courteous manner with due regard and consideration to others

·       Behave with personal integrity and understanding

·       Use moderate language, which is not defamatory or abusive, when dealing with client and Mitie colleagues, contractors and members of the public.

·       Be always fit for work and remain alert

·       Develop knowledge of local services and amenities appropriately.

·       Line Management. Ensure follow up reviews conducted and completed

·       Ensure that the site written instructions (assignment instructions/standard operating procedures etc) are read fully and signed and dated once read

·       Ensure that risk assessments are read in full and signed and dated once read. Always fully the risk assessments laid down on the premises.

·       Ensure that all keys and equipment are clearly denoted in the appropriate signing in registers. Ensure that details pertaining to the equipment are clearly detailed for handover where necessary.

·       All entries detailed in the daily occurrence register. This includes but not limited to patrols, incidents, visitors

·       Never leave your place of work unattended unless permission granted by your Supervisor or line manager. Do not leave your place of work until the incoming security officer arrives it if is a single manned location

• Ensure all incidents are logged and managed effectively through to completion
• Manage the personnel within the Mall, Control Room and Back of House
• Effectively communicate business issues to the relevant centre departments
• Handle all day to day enquiries which arise from whatever source in respect of the daily operation of the security of the centre.
• Ensure all information is dealt with in a confidential and professional manner.
• Maintain the standards of the Security for access / egress and visitor regulation
• To carry out any reasonable instruction issued to you by a Mitie Supervisor, Manager or the client

Personal deportment

As a Mitie security officer, you are expected to dress and groom yourself in accordance with the company's standards, particularly if your job involves dealing with clients, customers and/or visitors on a regular basis.

A neat and smart appearance contributes to the positive impression you make. You are expected to be correctly attired (complete uniform) and groomed during working hours or when representing Interserve security.

All uniforms and PPE items shall be maintained to a clean and serviceable condition.

Shirts and blouses must be clean and pressed.

• Shoes must be clean and polished.
• Hair should be neat and clean.
• Excessive jewellery should not be worn Tattoos should be covered up.
• High standards of personal appearance and hygiene are expected from all Interserve security staff.

·       Your SIA licence is part of your uniform and must be always displayed

Health and Safety responsibilities

·       To ensure you are fully aware of the Centres Risk Assessments and Standard Operating Procedures (SOP's)

·       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 Supervisors and 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 Supervisor & line manager;

·       Report actual and suspected security incidents; Incident reports are to be completed ASAP after the incident by all involved.