Summary of role

To manage the daily operations in line with our Contractual Obligations and SOP/KPI. To manage the Security and Health and Safety incidents on site. Be the Site lead for the Shift operations. To work alongside and support the Control Room Supervisor in deployment of staff to and managing of incidents and maintain full shift and ad-hoc Event requiremen.

Main responsibilities

Main function of the role

Support the Site Security Operations Manager in all aspects of the Tate Service within the remit provided by Head of Safety, Security & Services.

Main Duties:

· Manage the Mitie Tate team which include Security Officers, Leading Officers, Reception Officers, Logistics team and assist with Control Room staff as and when required.

· Walk to the floors to monitor and manage service delivery

· Identify current and future customer requirements by establishing rapport with Tate Visitor Experience and Operations Managers.

· Implement operational procedures in line with Tate requests, for example SOPs.

· Bring innovation to the role and to contribute ideas for the development of the DSM role, to the benefit of the wider team.

· Protect employees and Tate by providing a safe and secure environment.

· Maintain the stability and reputation of Tate and Mitie by complying with legal requirements.

· Produce monthly statistics incident reports when requested by the Security Operations Manager

· Act as day-to-day operational contacts for escalated operational issues and pass to Security Operations Manager for further escalation.

· Monitor and escalate system faults and issues to the appropriate resource for remedial action to be taken ensuring faults are rectified

· Act as Tate Duty Manager as and when required.

· Ensure compliance with KPI and H&S requirements, minimizing risk to Tate and Mitie.

· Ensure operational day to day staffing levels and FOH rotations are correct and arrange cover where required

· Ensure, with support via direct reports, all staff work in safe conditions, acting upon all reports of accidents and faults and that staff carry out their duties in accordance with Tate and Mitie procedures and policies.

· Manage and coordinate special events, VIP visits, press, filming & broadcasting on site including manning levels are appropriate and in place.

· Ensure attendance at Tate weekly events meetings and coordinate with administrator to plan the manning resource for these events

· Maintain exceptional service standards by coaching, counseling, and disciplining employees, planning, monitoring, and appraising.

· Through Leading Officers ensure all staff is of the highest caliber

· Attend internal and external meetings as requested by Head of Visitor Experience and Operations and Mitie.

· Investigate incidents and reported occurrences liaising with Head of Visitor Experience and Operations as required.

· Support security and safety inductions.

· Bring innovation to the role and to contribute ideas for the development of the role, to the benefit of the Tate.

· Monitor staff training

· Maintain Health & Safety standards

· To identify requirements for additional support and ensure the client approves any additional cost

· Ensure, with support via direct reports, all staff work in safe conditions, acting upon all reports of accidents and faults and that staff carry out their duties in accordance with Tate and Mitie procedures and policies.

· Attend internal and external meetings as requested by Head of Visitor Experience and Operations or line manager.

· Participate in meetings with both Mitie personnel and clients

· Undertake any other relevant duty assigned by the Mitie Security Operations Manager to facilitate the delivery of internal or external projects

· Liaise with Government agencies as and when needed

· This list is not exhaustive, and you will be expected to carry out additional tasks not listed upon management request.

Skills/Qualifications:

· Microsoft Suit application proficient

· Rostering

· Proven knowledge of security systems

· Proven people management experience in a similar role

· Proven customer service experience in the security industry

· Ability to communicate and engage with stakeholders if the need arises.

· Assertive and persuasive

· Reliable and flexible

· Excellent communicator
· First Aid (full training)

· CCTV / Door Supervisor license
· To ensure that your SIA/CCTV Licence is always on display while at work

· Any additional reasonable duties requested by operational management

Other duties and responsibilities

· Work in accordance with:

o Mitie policies, site procedures and training provided

o Mitie core values:

§ We are fair and honest in all our activities.

§ We treat each other with dignity and respect.

§ We are responsible for all our actions and accountable for their consequences.

§ We have an environment that enables and supports effective communication.

§ We will continuously develop safe systems of work to ensure no-one is placed at risk on our workplaces.

o Customer policies

· Carry out any other reasonable request as required by your Line Manager or the Customer

Health & Safety

Health and Safety responsibilities (Line Manager with Direct Reports)

Ensure work is planned and carried out in compliance with Mitie -IMS procedures

· Comply with the Mitie Health and Safety Policy, procedures and protocols always

· Compile and review safety documentation detailing the safe systems of works to be adopted

· Ensure that all works are being carried out safely in accordance with the agreed safe system of work

· All safety briefings to staff are carried out in accordance with Mitie procedures

· All accidents and incidents are reported correctly in accordance with Mitie procedures

· Monitor works being undertaken to ensure health and safety compliance

· Report any safety concerns to your Line Manager

· Ensure all work equipment is serviceable and inspected

· Ensure all staff under your control have received the required training to safety undertake their works

· Always set a good example

First Aider Health and Safety responsibilities

All First Aiders must complete an accredited First Aid at Work training course and provide first aid in accordance with training provided and attend a refresher training course every 3 years - all First Aiders shall:

· Respond promptly to all requests for assistance

· Summon further help when necessary (emergency services)

· Look after the casualty until recovery has taken place or further medical assistance has arrived

· Report details of any treatment administered

Fire Marshall/ Warden Health and Safety responsibilities

All Fire Marshalls / Wardens must complete an accredited Fire Marshall / Warden training course and Fire Marshall / Warden duties in accordance with training provided.

Required skills & Experience

Essential

· Deliver excellent customer service

· Basic IT Skills

· Demonstrate the ability to think and act quickly in emergencies or under pressure

· Have an ability to deliver succinct and clear verbal and written reports where necessary

· Maintain a high standard of personal presentation

· Demonstrate reliability including the ability to deliver high standards of both punctuality and attendance to ensure team effectiveness and availability

· Able to demonstrate an ability to work as part of a team.

· Able to deal calmly and confidently with all demands from the public.

· An understanding of the principles of equality and diversity in relation to visitors' needs.

· An interest in and commitment to the work of Mitie for its clients

Qualifications & Licences

Essential

· SIA Licence

· IOSH

· CCTV License