First Response Group
Operations Manager
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About The Role
The Operations Manager is responsible for the effective delivery and management of security, cleaning, and reception services across multiple contracts throughout Scotland, overseeing both Apardion and First Response Group operations and personnel. This role ensures all sites are appropriately resourced, fully compliant with contractual, company, and legislative requirements, and consistently deliver exceptional service standards to clients.
The post holder will provide leadership and operational oversight to multidisciplinary teams, ensuring service excellence, workforce stability, and contractual performance.
Key responsibilities include managing staffing levels and workforce planning, overseeing compliance and regulatory documentation, leading recruitment and onboarding activities, maintaining strong client relationships, addressing performance, conduct, and attendance matters, and driving continuous improvement across all service areas. The Operations Manager will play a pivotal role in ensuring operational efficiency, customer satisfaction, and the successful delivery of services across the portfolio.
First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together. We are a dynamic and forward-thinking provider of security, risk management, and facilities solutions.
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We distinguish ourselves through the integration of cutting-edge technology, a commitment to employee development, and a culture rooted in inclusivity and positivity. At FRG, every team member’s contribution is valued, and collective success is celebrated.
Job Description
- Lead the day-to-day management of security, cleaning, and reception services across multiple contracts, ensuring all locations are appropriately staffed, operationally effective, and consistently meet agreed service standards, KPIs, and SLAs.
- Maintain effective workforce planning and resource allocation to ensure contractual requirements are met, implementing contingency plans to minimise service disruption and responding promptly to operational issues, emergencies, and client requests.
- Conduct regular site visits, audits, and quality assurance checks to monitor performance, identify areas for improvement, and drive operational excellence across all service areas.
- Oversee the full employee lifecycle, including recruitment, selection, onboarding, induction, retention, performance management, attendance monitoring, employee development, and succession planning, ensuring teams remain engaged, motivated, and capable of delivering high-quality services.
- Manage employee relations matters in line with company policies and procedures, including probation reviews, performance improvement plans, disciplinary investigations, absence management, and return-to-work processes.
- Ensure all personnel are suitably trained, qualified, licensed, and competent to perform their duties, maintaining accurate records of training, certifications, right-to-work documentation, and professional licences.
- Maintain robust compliance across all contracts by ensuring assignment instructions, risk assessments, policies, procedures, and statutory documentation remain accurate, up to date, and fully aligned with client, company, and legislative requirements.
- Develop and maintain strong client relationships through regular communication, operational review meetings, and proactive engagement, ensuring concerns are resolved promptly and opportunities for service enhancement are identified and implemented.
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Essential Skills
- Previous experience managing security operations across multiple sites.
- Experience managing cleaning and/or reception teams.
- Experience managing recruitment and employee onboarding.
- Experience dealing with attendance management, disciplinary matters, and performance management.
- Full UK driving licence.
- Valid SIA Front Line Licence.
- Flexible approach to working hours.
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