Delivering the exceptional, every day

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers achieve exceptional work environment 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 company. We treat others as we would like to be treated. We are proud to work for Mitie.
  • We go the extra mile: whether 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 culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as 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

• Leadership and Team Management
• Lead, supervise, and support the security and control room team, setting clear objectives and ensuring performance standards are consistently met.
• Conduct regular staff briefings, handovers, appraisals, and one-to-ones to foster motivation, professionalism, and development.

• Oversee workforce planning, resourcing, and rostering to maintain appropriate and effective security coverage.
• Responds positively and flexibly to client and consumer needs.
• Aims to exceed expectations.
• Recognizes when to escalate an issue for support.
• Is proud and positive about the company and client business.
• Identify opportunities to improve services

• Operational Oversight
• Ensure the security and safety of the building, all occupants, visitors, and assets.
• Oversee the daily operation of the security control room, including monitoring CCTV, alarms, and access control systems.
• Co-ordinate the security team's response to incidents and emergencies; manage investigations and provide accurate reports.
• Manage issuing of keys, radios, passes, and conduct associated audits and spot checks.
• Supervise management of, bicycle facilities, confidential bins, visitor bookings, and flat/rest pod reservations.
• Compliance and Administration
• Ensure all activities adhere to Linklaters' policies, legal, health and safety, data protection, and regulatory standards.
• Carry out routine compliance checks such as key, passport, fire exit, lift, panic, and health and safety equipment audits

• Oversee recordkeeping, administration, and reporting for incidents, shift changes, lost property, stock, and workforce data.
• Liaise with contractor and temporary staff management, including conducting right to work checks.
• Training and Development
• Identify and support the ongoing training needs of team members, ensuring all are competent in their roles and responsibilities.
• Keep training and qualification records up to date and facilitate resilience and scenario-based exercises.
• Customer Service and Engagement
• Act as a visible and approachable point of contact, ensuring the highest standards of professionalism and customer service.
• Collaborate with internal departments (e.g., Operations Team, Guest Services, Maintenance, Catering and Cleaning service providers) to ensure seamless service delivery.
• Continuous Improvement
• Regularly review procedures and recommend improvements to enhance efficiency, resilience, and service quality.
• Maintain a proactive approach to risk identification and mitigation and report on trends and issues to senior management.

Person Specification

• Valid SIA (Security Industry Authority) licence
• Ideally CIM (Critical Incident Management) qualified (training will be provided)
• Experience supervising diverse security teams in complex, high-profile environments
• Demonstrated leadership, influencing, and interpersonal skills especially when managing incidents and emergency situations
• Strong analytical, organisational, and problem-solving capabilities
• Excellent communication skills, including report writing and recordkeeping
• Attention to detail and ability to perform reliably under pressure
• Knowledge of health and safety and information security best practices in the UK
• Demonstrate personal commitment to delivering an excellent service.

• Responds positively and flexibly to client and consumer needs.
• Aims to exceed expectations.
• Recognizes when to escalate an issue for support.
• Is proud and positive about the company and client business.

Health and Safety responsibilities

• Always follow Mitie Group and client policies and procedures.
• 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

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; Indicate level of priority

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 as well as the ability to undertake Managerial role.