Vacancy
7108
All Locations
Enfield
Advertising Salary
£17
Hours Per Week
50
Shift Pattern Start
07:30
Shift Pattern End:
21:30
Working Days Per Week (e.g. Monday - Friday):
Monday - Sunday

About The Role

To provide a quality and innovative environment to all members of the team, customers, internal clients and tenants in accordance with company procedures. To provide a quality service, through team work, innovation, best practices, and the highly motivated and appropriately trained operations team. Working with staff who are committed to the ‘One Team’ ethos of the site and working environment to manage, retain and improve the current contract service delivery with the aim of developing the continuous improvement culture throughout the site. To ensure that the team is developed to meet succession planning needs and client requirements. To ensure all staff understand our goal of a creating a happy, contented fully synchronised team, striving to create as near as possible the perfect customer experience whilst in our shopping centre.

You will be working Monday to Sunday, 07:30 to 21:30, 50 hours per week, on a permanent, full-time basis
 
 

Main duties and responsibilities:

This role will include a variety of tasks including the following but not limited to:

  • Manage, co-ordinate and lead the security team function optimising the use of the internal and external resources, exercising budgetary control to achieve performance, quality service and the strategic objectives of the client.
  • Duty Manager role in the absence of MAPP Centre Management Team
  • The development, implementation and monitoring of service level agreements (SLA’s) and key performance indicators (KPI’s) including customer satisfaction and the development and use of benchmarking to enable continuous improvement and measurement against other organisations.
  • To be responsible for developing and implementing robust processes and procedures to ensure that all operational activities are carried out in a structured, professional and client focused manner. The services provided will be monitored and reviewed to ensure added value is achieved. 
  • To ensure appropriate level of staff / operative retention through effective leadership, motivation and development.
  • To ensure that a safe and secure working environment is maintained through compliance with all company health and safety policies and procedures
  • To ensure that appropriate staffing levels are maintained with the necessary skills and provide all necessary training and development to ensure their competence in their respective roles.
  • To drive a one team ethos through the whole centre and ensure that all OCS staff are working together to enhance the ‘customer experience’ from the minute they enter the centre to the minute they leave.
  • To keep up to date with developments in practices, techniques and products. Keep abreast of changes to legislation and amendments to approve codes of practice and introduce appropriate measures to ensure compliance and delivery of best practice.
  • Liaise with OCS internal and external statutory bodies to ensure compliance with OCS and industry regulations with particular emphasis on ISO quality systems and health & safety.
  • Recruit, develop and manage the performance of all onsite operational staff to deliver OCS and customer requirements.
  • Motivate staff to deliver a high-quality experience to customers.
  • Carry out any other reasonable instructions of the Management as directed, such as event management planning and delivery
  • Regularly inspect all staff uniforms, monitor standards of cleanliness & replace as required
  • Complete regularly ‘walk the walk’ audits & reporting back to line manager / OCS
  • Produce monthly reports for the client, to fall in line with the KPI’s in place for security.
  • Attend internal & external meetings either with OCS, the client or on their behalf to local Service Partners, Police and local Business Forums as and when required.

Qualifications and Experience:

Essential:

  • Previous experience in a similar role
  • Experience of Major incident planning, training and management of events incidents.
  • Experience of operating within retail sector, understanding of retailer liaison
  • Excellent communication skills
  • Excellent customer service skills
  • Proven track record of continuous improvement achievement
  • Proven track record in delivering effective customer service whilst maintaining appropriate operating margins
  • Evidence of “hands-on” operational experience and a track record of successful client relationship management
  • Evidence of HR management skills, particularly in relation to organisational change
  • Successful track record in developing a “customer focused” service culture
  • Proven record of managing, motivating, developing and retaining a workforce
  • Capable of innovative decision making and idea development
  • Capable of thinking outside of the box
  • Capable of motivating people to help develop new concepts / procedures
  • Capable of communicating and selling new ideas / working conditions at all levels
  • Highly literate and numerate
  • Good IT skills
  • Understand budgets and basic accounts

  • Desirable:

  • Dual SIA Licensed (CCTV / Manned Guarding)
  • Well-developed IT skills.
  • Conflict management training
  • Auditing experience
  • Professional or further qualification in Security Management.
  • CRC
  • MIM training
  • Hold an IOSH Certificate (OCS will train if not)
 
 

About Us

OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

 

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