Operations Support Manager

Business/Contract/Department

B&Q Contract

Job Title

Operations Support Manager

Reporting to

Security Operations Manager / Account Director

Our Values and Behaviours

Delivering the Exceptional, Every Day

Our purpose: Our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.

Our promise to our people: A place to work where you can thrive and be your best every day.

Our promise to our customers: A trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture – Our core values and how we behave:

• We are one Mitie: We work as one to deliver a seamless, unrivalled service. We are all in it together. If we can help a customer or colleague in any way, we will.
• We are built on integrity and trust: Integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.
• We go the extra mile: Whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better, or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
• Our diversity makes us stronger: We are very proud of our rich and diverse cultures and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
• Our customers' business is our business: We are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job Objectives and Responsibilities

• Contribute to the success of the B&Q contract through the effective training and continuous on-going colleague development.
• Effectively support the Account Director & Operations Manager in managing performance, ensuring that all security officers are trained to the highest standard in line with SLAs & KPIs.
• Deputise during times of planned & unplanned absence for Operations Manager.
• Responsibility for the operational performance of the allocated business in relation to overall targets set, ensuring compliance with SLA's & KPI's.
• To maintain and promote the Mitie brand and reputation by providing an industry-leading security provision, whilst being integrated into the Mitie duty manager roster.
• Support the customer and be responsible for the accuracy and timely reporting of crime and crime-related tasks/activities through effective training of the officer population on the Synapse system.

Main Duties

• Deliver results that meet or exceed the budget and service delivery requirements through full responsibility and accountability.
• Work within B&Q retail stores, delivering Mitie company inductions and comprehensive training for all newly appointed security officers from induction to probation sign-off.
• Delivery of all corporate training to the required standard for all officers in your area of responsibility.
• Responsible for maintaining officer establishment, through effective recruitment & selection of core and relief officers.
• Responsible for new starter induction training and onboarding.
• Completing officer evaluations in line with contractual KPIs using merlin.
• Support the security officer population in the compliance of Body Worn Camera usage through great training and coaching.
• Support the officer population in delivering great uniform standards through effective coaching as part of the evaluation process.
• Responsible for the delivery of all focus topics and any adhoc training as identified by the business.
• Deliver ongoing training, toolbox talks, support, and guidance to all officers including any adhoc training as required by the business.
• Delivery of SIA CCTV training to ensure all podium stores security officers are qualified to use the podium.
• Delivery and implementation of performance management/PIP/development plans to officers where required for opportunities in relation to officer standards (uniform, timekeeping, task completion failure to follow training delivered).
• Ensuring behaviours and situations that endanger the Health & Safety and wellbeing of colleagues, customers, and fellow officers are identified and rectified in a timely manner in line with company policies.
• Supports the Operations Manager with INITIAL investigation(s) for Customer complaints, and any other investigations as and when required.
• Supports with the delivery, maintenance, and update(s) of Assignment Instructions & Risk Assessments.
• Engaging with store management to ensure when in store to build a great working relationship with the client.
• Ensuring adherence to uniform standards.
• Maintain open communication channels, recognise achievements, and actively contribute to talent mapping projects.