Operations Manager in Coventry

• Job Overview
• 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 and also manage a team of detectives
• 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

• To 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, time keeping, 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
• What we are looking for
• Excellent organisational and time management skills
• Confident and professional working approach and appearance
• Strong customer service, client focused attitude with the ability to build good working relationships
• Exceptional verbal and written communication skills
• Ability to work individually and as part of a team
• Resilient and tenacious with a ‘can do' approach
• Flexible and adaptable
• Literate, numerate and IT skills to medium level user
• Level 3 AET held or be willing to work towards this qualification
• Be willing to work towards, if not already held, a management apprenticeship as is deemed appropriate for personnel development
• Holds either a non-frontline SIA licence or an SIA frontline licence for SG or DS
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