Mitie Cleaning & Hygiene Services
Front of House - Duty Shift Manager
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Front of House - Duty Security Manager
Job Overview
The Duty Security Manager (DSM) is responsible for the day-to-day management and delivery of all security operations across the site, ensuring the safety of people, property, and assets while maintaining exceptional customer service standards.
The DSM will lead and develop the security team, manage incidents and emergencies, ensure compliance with site procedures, and act as a key point of contact for the client and other stakeholders. The role carries full responsibility for operational performance and delivering service levels that meet or exceed client expectations.
Key Responsibilities
Leadership & Team Management
- Lead, motivate, and support the security team to deliver a high standard of service.
- Conduct one-to-ones, performance reviews, return-to-work meetings, and investigations where required.
- Manage attendance, welfare, training, and development of team members.
- Support the induction and ongoing development of new staff.
Security Operations
- Oversee the daily delivery of security operations across the site.
- Ensure patrols, inspections, and security checks are completed and recorded.
- Monitor standards and address operational issues promptly.
- Maintain effective communication with the Security Control Room and key stakeholders.
Incident & Emergency Management
- Take command of incidents and emergencies, ensuring an effective and professional response.
- Lead emergency, evacuation, lockdown, and business continuity procedures.
- Ensure all officers are familiar with emergency protocols through regular briefings and training.
Compliance & Standards
- Ensure compliance with Assignment Instructions, company policies, and site procedures.
- Maintain accurate records, reports, and incident documentation.
- Promote high standards of appearance, professionalism, and customer service.
- Ensure security systems and equipment remain operational and effective.
Stakeholder Management
- Develop positive working relationships with the client, contractors, and service partners.
- Deliver clear shift handovers, team briefings, and operational updates.
- Act as a key point of contact for security-related matters during operational hours.
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Customer Service
- Deliver a professional, welcoming, and customer-focused security presence.
- Support site events, visitors, and business activities while maintaining security standards.
- Promote a culture that balances excellent service with effective security.
What We Are Looking For?
Essential
- Valid SIA Door Supervisor License.
- Previous experience in a Security Supervisor, Duty Manager, or Security Management role.
- Experience managing teams of six or more personnel.
- Strong understanding of incident management and emergency response procedures.
- Experience dealing with attendance management, investigations, disciplinary, and grievance processes.
- Excellent verbal and written communication skills.
- Competent in Microsoft Office and security management systems.
- Strong decision-making, organisational, and problem-solving skills.
- Ability to build relationships and communicate effectively at all levels.
- Experience within a corporate or front-of-house environment.
Desirable
- Previous experience using CCURE or similar access control systems.
- Experience managing high-profile visitors and events.
- CCTV or CP License
About Us
The successful candidate will demonstrate strong leadership, professionalism, sound judgement, and a commitment to delivering exceptional security and customer service standards. This role has a clear development and progression plan into Operations Manager and Account Manager.
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
- When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
- We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
- Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
- We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
Inclusive Recruitment
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at.
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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