Duty Shift Manager

Better places, thriving communities.

Job Overview

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.

Main Duties

• Take ownership, responsibility and accountability of all daily operations, and to support the Security Contract Manager in the smooth running of the LSE Contract.
• To manage, motivate and develop the on-site team to achieve the best possible performance and levels of service.
• To have a thorough knowledge of routine and emergency procedures and be able to respond efficiently and appropriately to any eventuality.
• 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 effectively manage site manning and rosters in order to comply with the contracted hours and ad hoc requests.
• Communicate with the Security Contract Manager by 12:00hrs M – F to ensure site manning requirements have been met and any additional cover required is arranged.
• Ensure shift arbitrations are completed and report weekly to the Security Contract Manager any discrepancies/failures.
• Effectively oversee all CCTV monitoring and related tasks, in-line with SOPs.
• To respond and manage all incidents and follow escalation procedures.
• Communicate with operational staff concerning incidents, ensuring that all information escalation routines are observed.
• Correctly manage the Security OCC operation, email account inbox, CCTV and telephones at all times, responding promptly and appropriately to requests and duties.
• Management of site Access Control System, including oversight of alarm response, adding of access to passes, issuing of new staff passes and responsibility for termination and deletion of Security access passes in line with the site Joiner, Mover and Leaver process.
• Constantly strive for continuous improvement whilst assisting the Security Contract Manager to deliver against Strategic Objectives.
• Provide the highest standards of written reports.
• To Manage direct reports holiday in line with company policy, ensuring all leave is booked and covered.
• To deliver on site training to their team to ensure they are fully conversant in their job roles.
• Inspect equipment for failures and faults. Maintain accurate records and logs of all/any events.
• Ensure Officers complete accurate records and logs of the highest standards.
• To be responsible for the administration, issue and return of all keys and radio communication equipment.
• Comply with Mitie policies and procedures advising the Security Contract Manager on any failures to comply and ensure the correct action is taken to resolve such issues.
• To act as an ambassador to the client organisation ensuring that their business is represented in the highest manner in all the duties undertaken by you, and by the security team.