Security Account Manager

The National Gallery has a key strategic objective to be the most welcoming gallery in the world. The Account Manager plays a pivotal role in delivering an exceptional visitor experience by leading operational security teams, ensuring the safety and accessibility of the Gallery\'s collections and spaces, and supporting its goal to educate, inspire, and engage the public.
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This position combines strategic leadership with hands-on operational oversight to create a welcoming, safe, and enriching environment for all guests. The Account Manager partners with curatorial and public programme teams to ensure exhibitions and events run smoothly, while also developing and implementing customer-centric policies, procedures, and security measures working alongside all Gallery stakeholders.
About the Role:
Job Title: Account Manager
Location: Central London (WC2N)
Salary: £70,000 per annum
Hours: 40 hours per week
Roster: Monday to Friday (as per needs of the business)
Ideal Background:
Leadership experience in cultural institutions, museums, visitor centres, or similar public-facing organisations.
Background in security operations and customer service management.
Track record of balancing safety, efficiency, and guest experience in complex environments.
Tailored Security with a Customer-First Mindset.
Our top priority is to deliver security solutions that protect cultural assets while maintaining an exceptional visitor experience and ensuring staff feel supported and safe.
We design site-specific security strategies that reflect the client\'s values and audience expectations.
Security plans are created in collaboration with key client stakeholders, ensuring their vision for public access and cultural preservation is never compromised.
Key Customer Benefit: A security approach that enhances, not disrupts, the visitor experience.
Skills and Qualities:
Customer-Centred Leadership: Proven ability to lead teams with a strong focus on visitor satisfaction.
Strong Communicator: Able to clearly convey policies, resolve visitor concerns, and motivate diverse teams.
Operational Expertise: Skilled in managing operations, staff scheduling, and public programming logistics. Knowledge of security challenges unique to cultural environments, including artifact protection and visitor safety.
Security & Risk Awareness: Experience managing physical security in a public-facing setting with sensitivity to the guest experience. Familiar with security technologies appropriate for museums and galleries.
Collaborative and Inclusive: Committed to creating a welcoming environment for diverse audiences and staff.
Key Responsibilities:
Leadership and Management
Enhance Visitor Experience: Lead efforts to ensure every visitor encounter is positive, informative, and aligned with the Gallery\'s objectives.
Lead Operational Teams: Supervise front-of-house security staff to maintain high standards of protection, customer service and efficiency.
Strategic Planning with a Public Focus: Align operations with long-term goals that prioritise access, inclusivity, and public engagement.
Security and Safety with the Visitor in Mind: Support in developing and implementation of security protocols that protect both people and cultural assets without compromising accessibility.
Create a teamwork culture of direct reports working closely to lead, motivate and mentor them.
Ensure the Gallery is always fully resourced with skilled, attentive professionals committed to meeting security needs and delivering excellent service, ensuring you have sufficient resources to manage its requirements.
Support emergency response plans that protect people, visitors, and assets-ensuring fast, effective action in cases of theft, vandalism, natural disasters, or public safety incidents, all tailored to the Gallery environment.
Coordinate with law enforcement, emergency services, and cultural heritage protection agencies as needed.
Ensure that contract site\'s systems, procedures and practices follow Health and Safety regulations, identifying and reporting any breaches of regulations appropriate.
Manage portfolio using Timegate system ensuring that all aspects of data operationally are always accurate and relevant.
Champion a culture of innovation, continuous improvement, and colleague engagement.
Stakeholder Engagement
Regularly engage with key stakeholders across the Gallery to build strong relationships and ensure coordinated security efforts.
Raise the profile of the security teams by ensuring clear, proactive communication with the customer regarding procedures, processes, and operational updates.
Lead the development and implementation of engagement strategies that build trust, collaboration, and effective communication with key stakeholders.
Drive positive, transformational changes that align with Gallery objectives, working closely with senior leadership to identify opportunities and ensure smooth adoption across departments.
Build and maintain strong, trust-based relationships with diverse stakeholder groups.
Facilitate stakeholder consultations, workshops, forums, and communication initiatives to ensure inclusive and transparent engagement.
Staff Management
Lead and inspire a dedicated security team-including security officers, coordinators, and contractors-trained to respect and protect the unique cultural environment of the Gallery.
Manage and support employees with clear goals, regular performance feedback, and fair task allocation to ensure consistently excellent service.
Communicate security strategies clearly, so your team understands how their work supports your organization\'s mission and visitor experience.
Conduct regular training needs analysis for employees and notify HR of the appropriate skills training as required.
Ensure that all employees within the customer group comply with appropriate standards of performance and behaviour in accordance with company policy and procedures.
Ensure the CIS citizenship culture is embedded throughout the business; ensuring an open mindset, respect and dignity working environment is maintained.
Influence EDI amongst your teams and the wider company, ensuring fair treatment and opportunity for all with the aim of eliminating prejudice and discrimination within the workplace.
Develop succession plans to maintain strong, reliable teams that continue delivering outstanding security services over time.
Support an effective wellbeing culture, providing opportunity to grow both professionally and personally, providing a healthy working environment.
Oversee the implementation of the companies disciplinary and grievance procedures where necessary, ensuring fairness and consistency in their application.
Ensure the overall management, wellbeing and welfare of all personnel assigned to the contract.
Support Head Office departments and work on positive no blame culture, free of bias and prejudices.
Strategic Business Management
Understand and anticipate current and future needs, ensuring our security solutions evolve alongside the Gallery\'s objectives.
Ensure compliance with legal, ethical, and industry standards specific to cultural institutions.
Manage security-related budgets with attention to specialized equipment and services.
Build and maintain a close working relationship with each customer.
Play an integral role in developing new business opportunities within the sector.
To be responsible for supporting sales on retenders within your portfolio. There will be requirement for considerable input to support the retention of your business.
Anticipate external risks and develop joint strategies from intelligence gathered.
Manage change communication plans and ensure alignment of vision and values across the organisation.
Use data and feedback to measure impact and adapt transformation efforts accordingly.
Benefits:
Health care plan (HSF)
Perk Box (HSF) - discounts & offers from cinema tickets to days out
Cycle to work scheme
First class training allowing you to develop your skills
A view for career development
Recognition awards
And much more!!
At CIS Security Ltd, we do not just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our Customers, Colleagues, and Communities. CIS Security Ltd is proud to be an equal opportunity employer and value diversity. We welcome applications from all sections of the community. All employment is decisions are based on qualifications, quality, and business needs.
Due to the volume of applications, if we have not contacted you within three weeks of initial contact then unfortunately you have not been successful on this occasion.
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