about 10 hours ago
Job objectives and responsibilities
To support the Contract, ensuring that the client's premises are protected in accordance with the Standard Operating Procedures and Assignment Instructions, whilst maintaining high quality service standards at all times.
Actively drive for service excellence, sustainability, social values and efficiency initiatives at local level;
Effective and pro-active communication with the HMRC client
Assist Mitie Site Supervisor and Operations Manager as required
Main duties To proactively demonstrate and work to the Company's values, act as an ambassador for Mitie Security and HMRC at all times.
Be receptive to the Client's concerns and complaints and take a personal interest in resolving any issues that you become involved in
Work to the Standard Operating Procedures and Assignment Instructions ensuring that all activity is accurately recorded on the correct documents, in line with both the Client's and the Company's Quality Procedures
Ensure the client is fully satisfied with the service provided
Ensure performance indicators are met and standards are constantly maintained
Liaise with relevant personnel to assist the contract on a day to day basis
Implement opportunities locally to maximise service efficiency and drive continuous improvement
Managerial/ Work Performance
Comply with and report on all Health and Safety issues in accordance with Company guidelines
Make the required check calls and booking on / off calls
Support the organisation in anyway deemed necessary as required by the Operations Supervisor
Report all incidents using Incident Reports ensuring all information is captured
Ensure you understand the Assignment Instructions
Ensure all documentation is compiled correctly and is in line with the Company's procedures
Ensure you are smart and are wearing full uniform, including an Identity Badge, which must be valid
Inform the Operations Manager / Supervisor of any personal, welfare or operational difficulties
Ensure that the physical condition of the Security Officers' base is clean and all equipment is working and effective
Complete and maintain an occurrence log for each duty
Respond to any incident or request for assistance and assume control until arrival of the Client, Emergency Services or Duty Manager
Be alert to the possibilities of new business or the opportunity of adding to existing business
Ensure you comply with the Statutory / Company and MITIE Group requirements, including the Private Security Industry Act 2001
Maintain / promote company vision and values
Liaise with senior staff to ensure targets are achieved.
Day to day service of all areas and contracts within the scope of Contract
Maintain a high working performance and discipline
Work to the Quality Procedures and to the recognised Industry standards
Ensure company Policies and Procedures are followed at all times.
As a member of the security team promote effective communication skills to maintain and develop relationships within the team and with the clients.
Respond to all customer requests in a timely fashion
Communicate any business requests to relevant personnel
Ensure that equipment issued to the Contract is maintained and used in accordance with the manufacturer's requirements at all times and, where supplied, protective cases are used on all relevant equipment
Complete a Customer Dissatisfaction Report when in receipt of any complaint from the Customer
Be correctly dressed in full uniform, as required by the Client and that any shortfall in issue is communicated to the appropriate Line Manager as outlined above
Set and maintain the highest personal and professional standards as an employee of MITIE and adopt a total quality approach to every aspect of your work, colleagues and clients
Deliver and monitor system compliance
Maintain the highest professional standards as an employee, ensuring that a total quality approach is adopted to both your colleagues and clients
Maintain service level agreement standards for the contract
Ensure compliance with Statutory, Discipline and Group requirements with regard to Health and Safety
Ensure compliance to BS7858 Security Standards.,
Follow Group and company policies and procedures at all times;
Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
Use all work equipment and personal PPE properly and in accordance with training received;
Report any issues or training needs to your Line manager and /or via your divisional incident reporting system, On top of the usual rewards you'd expect to see from a large company, such as - holidays, pension, tax-free childcare schemes and cycle to work schemes, we also provide many extra benefits to enhance our people's well-being and enjoyment at work.
Knowledge of relevant procedures
Level of customer Service
Health and safety awareness and knowledge
At Mitie we know that 'our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right., Person Specification - Key competencies
Screened to SC Level which must be in date - Compulsory Requirement
Physically Fit - A competency based assessment is a compulsory requirement and must be completed by all officers.
Holder of a 3-Day HSE first aid certificate (minimum 1 day, applicant must be able to supply a certificate) (preferred)
SIA Door Supervisor or Close Protection license holder (preferred)
Previous experience as a Security Officer working in a high profile blue chip client environment. (preferred)
Calm under pressure
Trustworthy & Reliable
Good time keeping
Good written and verbal communication skills
Well presented in full uniform at all times
Good interpersonal skills
Can work under pressure
Holder of full UK Driving Licence (preferable)
Proficient in written and oral communication skills and IT literate/ competent
Disciplined/ professional attitude
Ability to work within established procedures and to contribute positively to any improvements
Ability to listen and demonstrate creative thinking skills
Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.
Values: Delivering the exceptional, every day
Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
Our promise to our people: a place to work where you can thrive and be your best every day.
Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Our culture - our core values and how we behave:
- We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
- We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
- We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
- Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
- Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.