Operations Manager (Retail) - Newcastle
OPERATIONS MANAGER (RETAIL SECURITY) Newcastle also required to cover the Middlesbrough and Sunderland areas
Up to GBP27500 per annum depending on experience.
Company Car, Laptop, I Pad, Smart Phone, 25 days annual leave, plus bank holidays.
JOB PURPOSE:
To manage a portfolio of retail security contracts to agreed service level agreements made with the clients ensuring the provision of an efficient security service.
NATURE & SCOPE:-
The post holder will manage the day-to-day running of security contracts maintaining client contact.
It will be necessary to ensure client satisfaction and also be responsible for the welfare and performance of security personnel.
The post holder will be required to work in accordance with the operational demands of the business which will involve undertaking site visits at weekends and at night.
KEY RESPONSIBILITIES:-
* Maintain client satisfaction and effective security provision to the contracts across the sector.
* Regularly review the performance and development along with the welfare needs of the team.
* Provide line management responsibility to site managers/supervisors and security officers including all aspects of disciplinary, grievance and welfare issues under the guidance of the Human Resources Manager.
* Ensure that regular client contact is maintained by client meetings and that stringing working relationships are forged to ensure customer focus is paramount
* Regularly conduct site visits and progress reports to discuss issues and agree on solutions promptly.
* Conduct regularly 1 to 1 meetings and site visits to appraise the personnel of issues and developments within the company.
* Liaise regularly with the Recruitment Manager on all recruitment issues and ensure up to date information about vacancies is readily available.
* Regularly review client requirements and feedback and discuss all issues arising with the Regional Manager and the Area Director as appropriate.
* Participate in joint presentations with the Sales Team for new tenders or tender reviews.
* Have a good understanding of portfolio P and L.
* In addition to these functions, employees are required to undertake such other duties as may be reasonably required.
*
KEY ACCOUNTABILITY'S:-
* Ensure that Health & Safety procedures are in place and risk assessment is reviewed regularly in accordance with the assignment instructions.
* Develop and maintain a good working relationship with the clients and ensure that customer focus is paramount.
* Provide timely reports and reviews of contract as appropriate and ensure that the Regional Operations Manager and National Account Director are aware of any issues.
* Evaluate client satisfaction through SLA, KPIs, surveys and feedback received and react swiftly and appropriately to maintain satisfaction.
* Service deliver the KPI standard specific to the client.
* React and investigate complaints and respond promptly to the relevant source.
PERSON SPECIFICATION:-
* Proven management experience.
* Previous operational experience within the security industry.
* SIA Licence - Frontline Security Guarding, Door Supervision or Close Protection
* Sound client awareness and customer focus.
* Flexibility.
* Sound decision-making skills.
* Good interpersonal skills.
* Good time management and administration skills.
* A good understanding of IT systems.
* Full UK Driving Licence
* Be committed to equal opportunities and possess a positive and sensitive approach to the needs of the clients.
Cordant Group is an equal opportunities employer
Up to GBP27500 per annum depending on experience.
Company Car, Laptop, I Pad, Smart Phone, 25 days annual leave, plus bank holidays.
JOB PURPOSE:
To manage a portfolio of retail security contracts to agreed service level agreements made with the clients ensuring the provision of an efficient security service.
NATURE & SCOPE:-
The post holder will manage the day-to-day running of security contracts maintaining client contact.
It will be necessary to ensure client satisfaction and also be responsible for the welfare and performance of security personnel.
The post holder will be required to work in accordance with the operational demands of the business which will involve undertaking site visits at weekends and at night.
KEY RESPONSIBILITIES:-
* Maintain client satisfaction and effective security provision to the contracts across the sector.
* Regularly review the performance and development along with the welfare needs of the team.
* Provide line management responsibility to site managers/supervisors and security officers including all aspects of disciplinary, grievance and welfare issues under the guidance of the Human Resources Manager.
* Ensure that regular client contact is maintained by client meetings and that stringing working relationships are forged to ensure customer focus is paramount
* Regularly conduct site visits and progress reports to discuss issues and agree on solutions promptly.
* Conduct regularly 1 to 1 meetings and site visits to appraise the personnel of issues and developments within the company.
* Liaise regularly with the Recruitment Manager on all recruitment issues and ensure up to date information about vacancies is readily available.
* Regularly review client requirements and feedback and discuss all issues arising with the Regional Manager and the Area Director as appropriate.
* Participate in joint presentations with the Sales Team for new tenders or tender reviews.
* Have a good understanding of portfolio P and L.
* In addition to these functions, employees are required to undertake such other duties as may be reasonably required.
*
KEY ACCOUNTABILITY'S:-
* Ensure that Health & Safety procedures are in place and risk assessment is reviewed regularly in accordance with the assignment instructions.
* Develop and maintain a good working relationship with the clients and ensure that customer focus is paramount.
* Provide timely reports and reviews of contract as appropriate and ensure that the Regional Operations Manager and National Account Director are aware of any issues.
* Evaluate client satisfaction through SLA, KPIs, surveys and feedback received and react swiftly and appropriately to maintain satisfaction.
* Service deliver the KPI standard specific to the client.
* React and investigate complaints and respond promptly to the relevant source.
PERSON SPECIFICATION:-
* Proven management experience.
* Previous operational experience within the security industry.
* SIA Licence - Frontline Security Guarding, Door Supervision or Close Protection
* Sound client awareness and customer focus.
* Flexibility.
* Sound decision-making skills.
* Good interpersonal skills.
* Good time management and administration skills.
* A good understanding of IT systems.
* Full UK Driving Licence
* Be committed to equal opportunities and possess a positive and sensitive approach to the needs of the clients.
Cordant Group is an equal opportunities employer