Job objectives and responsibilities 

To deliver results from the crime and security teams that meets or exceeds the service delivery requirements through full responsibility and accountability for: 

Main Duties 

To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for: 

• Delegate and co-ordinate the workload, liaising with RCDO Supervisors to ensure targets are achieved within the correct timescales. 

• Ensure workflow is monitored and controlled within the zonal / national teams to ensure capacity is high and downtime, duplication and wasted effort are minimised. 

• Work collaboratively with other SOC functions as appropriate to ensure a workflow that is effective and delivers the right output within the right timescales 

• Ensure all colleagues within the SOC comply with all GDPR, Company and Client quality standards and any appropriate UK legislation.  

• Be able to project manage and implement new business initiatives and actively network with other external working groups when required.  

• Complete ad-hoc projects as designated by Head Of Operations within set time frames and to the quality required 

• By leading the Remote Crime Detection Team, to ensure incident management, live monitoring and other core tasks are completed in line with all agreed SLA's. 

• Demonstrate an excellent understanding of all systems in use, enabling the team to respond appropriately to any signals or messages received and guide the team to do the same 

• Advocate and promote the Mitie brand and actively participate in the success of all company strategies. 

To build, lead, retain and support in the development of a team that believe and demonstrate through their work that Mitie is different to other Security service providers through: 

• Proactively manage the team supervisors to ensure high levels of performance and attendance including, MiReviews and KPI setting and review through the delivery of a robust coaching and mentoring culture  

• Managing, leading and supporting the team supervisors, ensuring their continuous development through monthly/periodic reviews and annual appraisals. 

• Identifying any skills gaps within the team and deliver any necessary upskilling and performance improvement in line with company policy and procedure.  

• Ensure the delivery of the Mitie company induction, initial assessment and comprehensive training to all newly appointed security personnel. 

• Identify the need for and support in the implementation of personal development plans as identified  

• Take active steps to maintain communication and recognise achievement and develop the Mitie Community  

• Engage with all appropriate recruitment agencies, actively manage and monitor establishment levels to ensure service delivery expected by the client.  

• Liaise with the HR management team to ensure all issues are dealt with in accordance to company policy.  

• Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies. 

Person Specification 

Essential  

• Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams 

• Relevant retail industry experience with the ability to demonstrate an understanding of investigation processes 

• Computer literate with a variety of software, including Microsoft Office and bespoke software, with a good working knowledge of Microsoft Office, Outlook, Word and Excel 

• Experience of managing and monitoring KPI performance 

• Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals 

• A decisive and assertive decision maker 

• Ability to build and maintain relationships with a strong teamwork ethic 

• Good educational background and a solid command of written and spoken English 

• Experience of managing the monitoring CCTV 

• Experience of working within a demanding fast-paced environment 

• Strong communication and customer service skills 

• SIA Licence holder - CCTV & minimum front-line Guarding. 

• Ability to work under pressure and make quick decisions  

• Good communication skills, verbal and written 

• Experience of team working 

• Project management experience  

• Reliable, flexible and discreet  

• Experience of working in a controlled environment 

• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines 

• Ability to accurately follow detailed processes and where required write new policies 

• Ability to build and maintain relationships with a strong teamwork ethic 

• A positive attitude and ability to deal with pressure professionally 

Desirable Skills and Experience 

• Knowledge of the retail market 

• An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding 

•  Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management) 

• Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions 

• Previous achievement of performance targets and driving performance through utilising metrics 

• Excellent report-writing and analytical skills with sharp attention to detail 

• Flexibility in working hours 

• Excellent organisational and time management skills 

• Confident and professional working approach and appearance 

• Strong customer service, client focused attitude with the ability to build good working relationships 

• Resilient and tenacious with a ‘can do' approach