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Security Operations Security Team Manager

Job type Permanent
Salary £24225 - £25225 per annum
Published 12 months ago
Start date asap
Contact email Kerry Hassett
Job ref MITCOP_1655374919

Job description

This is an exciting opportunity to be part of Mitie's Security team as a Team Manager within our Alarm Receiving Centre, where you will manage the overall day to day activity of control room operators. This position will be contracted to work on a rolling 4 on 4 off shift pattern.

Main Duties

  • Ensure teams follow the necessary procedure for remote surveillance ensuring compliance with BS5979
  • To understand and comply with policies and procedures
  • Manage and support team to achieve exceptional performance and quality standards
  • Manage all aspects of performance in relation to productivity, quality and absence
  • To comply with all Health and Safety policies and procedures
  • To ensure that you approach your duties taking into consideration the principles of Best Value
  • Be responsible for rota management and holiday approvals for team
  • To oversee and take responsibility for all service sectors within the control room
  • To undertake additional duties in line with management requests as required
  • Support colleagues in other service areas as require
  • Act as a role model for Operators and colleagues by always conveying a professional focus
  • Oversee a team who control remote access to monitored sites ensuring that only authorised and valid
    staff, contractors or vehicles gain access.
  • To be familiar with the operation of all hardware and software within the ARC environment,
    reporting/escalating correctly when issues arise
  • Ensuring best practice is observed in the ARC to ensure effective and efficient service is achieved.
  • Identifying and address training needs and areas for improvement of customer service delivery
  • Perform Operator quality assessments by monitoring and marking calls
  • Provide Operators Coaching and feedback regarding their performance and quality

What we are looking for

  • Must have management experience working within service delivery or contact centre.
  • Applicants must have a 5-year checkable history.
  • You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
  • Must have knowledge of Microsoft Office, Outlook, Word, Excel and PowerPoint.
  • Must have excellent interpersonal skills and be able to work on own initiative and as part of a team.
  • Ability to work in a fast-paced environment.
  • Work effectively under pressure within a busy and diverse environment.
  • Ability to manage workload to meet team deadlines.
  • A willingness to learn and develop and show high level of commitment and professionalism.

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