Knight Protection
Operations Support Executive
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CLIENT SUPPORT EXECUTIVE
An exciting opportunity for an experienced multi-site roster planner to combine operational delivery with a growing specialism in Learning & Development.
JOB DESCRIPTION
Our Client Support Executives are responsible for supporting the day-to-day running of a portfolio of sites, with a key focus on rostering, operational coordination, client support, reporting and frontline officer communication. They are the backbone of the company and work closely with both clients and Front-Line Officers to ensure sites are resourced, compliant and operating smoothly.
This position requires previous rostering experience, ideally across multiple sites, together with the ability to manage changing priorities, maintain accuracy and communicate effectively with a wide range of stakeholders. The successful candidate will play a key role in ensuring our operational delivery remains efficient, compliant and customer focused.
In addition to the core Client Support Executive responsibilities, this role will take a lead role in supporting and coordinating our Learning and Development Programme for Front-Line Officers. This programme is a key part of our commitment to developing our people, maintaining the highest professional standards and creating clear career progression opportunities across the business. As one of the primary points of contact for the programme, the successful candidate will help shape and continuously improve the learner experience whilst ensuring training, development and compliance activities are delivered effectively.
The role requires excellent communication skills, strong organisation and the ability to work well under pressure, particularly when dealing with last-minute changes, staffing issues and operational demands. The successful candidate will work closely with Client Protection Managers, Operations, Payroll, Logistics and the wider business to ensure information is accurate, processes are followed and service standards are maintained.
Alongside Learning and Development responsibilities, the role will also support the Business Support Executive function where required, assisting with recruitment administration, onboarding, training records, compliance tracking, vetting documentation and leaver processes.
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This opportunity would particularly suit an individual who has an interest in Learning and Development and wishes to build a career within this field. Working closely with Operations, Compliance and Senior Management, the successful candidate will gain exposure to training coordination, workforce development, compliance management, learning systems and progression planning, providing a strong foundation for future specialisation within Learning and Development.
KEY RESPONSIBILITIES
ROSTERING AND OPERATIONAL SUPPORT
- Plan, prepare and distribute Front-Line Officer rosters across multiple sites.
- Manage leave requests, sickness absence and support with staffing issues.
- Respond to last-minute operational changes, ensuring communication is clear and timely.
- Maintain and oversee scheduling systems for payroll, billing and operational reporting purposes.
- Liaise with Payroll regarding staff changes, worked hours, timesheets and supporting documentation.
- Support Client Protection Managers and the wider Operations team with workforce planning requirements.
- Provide support to Front-Line Officers regarding rosters, training requirements and operational enquiries.
- Monitor roster accuracy and support continuous improvements to scheduling processes.
CLIENT SUPPORT
- Maintain accurate client records within our in-house systems.
- Provide administrative support to Client Protection Managers.
- Assist with sharing estate information with prospective clients.
- Support the onboarding of new estate clients.
- Assist with client reporting and information requests.
REPORTING AND ADMINISTRATION
- Prepare and distribute weekly Operations reports.
- Support the monthly nominals process.
- Investigate and resolve discrepancies.
- Maintain accurate records and support continuous improvement of administrative processes.
LEARNING AND DEVELOPMENT
- Act as a key coordinator and point of contact for the Learning and Development Programme.
- Arrange and manage training courses and development activities.
- Monitor attendance, course completion and training compliance.
- Maintain and continually improve the Training Matrix and reporting.
- Support the identification of development opportunities and progression pathways.
- Produce management information relating to training and development activity.
- Work with managers to identify future training requirements and skills gaps.
- Assist with implementation of new Learning and Development initiatives.
- Promote a positive learning culture across the business.
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SITE COMPLIANCE
- Work closely with Client Protection Managers to ensure sites remain compliant.
- Maintain and review Assignment Instructions, Risk Assessments, SOPs and Site Snapshots.
- Ensure compliance records remain accurate and accessible.
- Support implementation of updates to site documentation.
REQUIREMENTS
Essential
- Proven experience of staff rostering, ideally across multiple sites.
- Strong understanding of workforce planning and scheduling principles.
- Excellent organisational and communication skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Strong attention to detail.
- Experience working with multiple stakeholders.
- Excellent knowledge of Microsoft Office applications.
Desirable
- Experience of coordinating training, learning or development activities.
- Experience maintaining training records or compliance-related information.
- Knowledge of the security industry.
- Experience working within the private sector.
BENEFITS
- 20 days' holiday per year, plus an extra day for your birthday.
- An extra day's holiday for every five years of service.
- Auto-enrolment pension.
- Reward and Recognition Programme.
- Team Member of the Quarter bonus scheme.
- Discretionary performance-related bonus of up to 10% per year.
- One day per week working from home (subject to business requirements).
- Onsite physio and wellbeing consultant.
- Employee Assistance Programme.
- Private medical insurance.
- Opportunities to develop specialist expertise within Learning and Development and workforce development.
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