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Duty Response Manager

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  • Sector:

    Facility / Cleaning

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  • Published:

    1 day ago

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Job Description

To monitor, manage and report on all aspects of the security operations outside the traditional operational working hours across a portfolio of buildings based in and around central London in such a way, as to meet and strive to exceed customer expectations, focusing on building security, access control, safety and minimising disruption.

To enhance and deliver a comprehensive security service to Transport for London in according to the terms of service provision contract. To advise and implement best practice(s) through the implementation of new Initiatives that help to motivate, improve and develop quality security officers, receptionists and administrative personnel.

During core hours to support the management to provide a high-level service to our client, support to our workforce and deal with any poor service identified.

To manage the security of TfL Operations across a portfolio of buildings based in and around central London, in such a way as to meet and strive to exceed customer expectations, ensure client contact/reporting is well managed and ensuring staff motivation, morale and performance is always in focus. The delivery of the operational, contractual, compliance of contract at all times. The delivery of a quality service and positive interaction with all our stakeholders is critical to the completion of all the tasks within this job description.

Principle Duties:

The delivery of a flexible high-end corporate security operation with key focus on impeccable customer service and the rigorous execution of core security and soft service processes of a traditional 'high compliance' security service with a 'customer service' focus through reception/concierge and helpdesk delivery.

Transport for London is one of the capitals highest profile organisations with a global reputation. Its operational footprint encompasses all the most iconic London transport functions and thus a target for terrorist and civil rights protests. It has unique security needs and the protection of its people, premises, plant and reputation always requires the highest standards of operational performance., · Be the Primary "Out of Hours" Liaison; with direct interface to TfL Building Management.

· Management of the Help Desk Support Centre making sure correct priority if passed and carry out further checks on incidents reported.

· Assist the cluster managers with HR related activity i.e. investigations, disciplinaries, training and development of the team.

· Immediate Deployment and Response; to Facilities Incident Management Plan (FIMP), Bronze Level Responders situations.

· Security Officer Supervision; confirming compliance to behavioural and procedural protocols by way of audits, site inspections, 1-1's and observations

· Immediate and rapid deployment; assistance at premises incident situations using the company vehicle supplied or London Transport (whichever is quicker)

· Incident reporting; reporting writing Compilation, review, escalation and coordination. Making sure the clients incident reporting system is updated each morning (when an incident has taken place)

· Periodic Health and Safety Inspections, Review Officer and assists with Planned General Inspections and Audits.

· Dynamic Risk Assessor; to evaluate initial premises situations that may pose a health and safety risk to occupant from situations such as a flood or power failure etc.

· Enhanced Lone Worker Monitoring; immediate review of Control Centre operations and security officer missed check call activity. (making sure the officer is safe and then investigate why they missed their check call). Taking forward formal action for repeat offenders

· Reactive Communications and Assessment; to threat levels, union and demonstration activity.

· Work Access Systems Review, Inspection and monitoring of work activity and contractor inductions (where applicable). To include monitoring and general assistance to TfL Building Management peripheral requests (Out of hours' communications interface).

· Security Access Control enforcement; periodic review of sub-contractor compliance to premises protocols.

· Control Centre Staff Deployment Support; assisting with reactive requests for additional security personnel upon short notice request.

· Managerial interface with the Emergency Services; reactive assistance supporting officers whilst interfacing with the Emergency Services.

· Immediately take action for Post Incident Support to security personnel. i.e. arrange counselling or visit to OH or just moving away from the situation to support our staff member or others.

· CCTV Data Review compilation; preparation of CCTV imagery requiring TfL review following an assignment related incident. (as per GDPR)

· Multiple Incident Response; Respond, escalate and coordinate simultaneous building related incidents in association with the Broadway and escalation team

· Monitor internal and external regulatory control systems and threat levels to ensure that appropriate contractual manning levels and staff skills are maintained.

· Maintaining checks and updates to Timegate, reporting on any issues to the Account Manager

· Ensure that appropriate training records are provided and completed by Security Officers and passing such records to your line manager within 24hrs of training/tests taking place

· Monitor and record security officer requirements for replacement uniforms and personal protective equipment as necessary.

· Manage the team to deal with any suspicious packages, maintaining own and others safety and dealing with these in accordance with TfL procedures.

· Make sure rota's are kept up to date and live. Seeking immediate cover for any sickness/leave or non- attendance, while keeping your line manager and Broadway scheduling team informed

· When using a vehicle that full PPE is worn at all times and that a full inspection of the car or completed at the start and end of each duty.

· That FORs items are kept up to date for all drivers (double check each week)

· During the duty that checks are completed on the car, inspected in case of any damage sustained i.e. crack to windscreen, slow punctures etc. all problems found must be reported to the Cluster Manager and a full report submitted before finishing duty.

· Ensure relevant site checks are completed and logged with the DOB or if necessary, reported to GSM and BM team and if necessary, the Helpdesk at the start of a duty to include:

· Maintain an excellent working knowledge of current threats levels and techniques through cultivation of links to counter terrorism stakeholders like SO15, the Metropolitan Police, City of London Police and the British Transport Police given TfL significant threat profile

· Ensure ongoing employee training and development is undertaken in line with the client's and Interserve's core values

· Oversee the implementation and day to day delivery of internal security policies and procedures created by Transport for London Perform information security surveys and risk assessments and serves as an internal auditor for security issues.

· Review all system related security processes throughout the designated portfolio and monitors compliance of security policies and procedures, referring problems where applicable to the DD Manned Guarding and TfL department manager.

· Identify and communicate any other continuous improvement ideas that will make the contract more efficient operationally or financial

· Ensure sufficient staffing levels including back up are maintained, to ensure that all contracted shifts are covered with trained and experienced staff.

· Implementation of full and effective training for all new starters, to include refresher and emergency response training for existing personnel, as per the contractual requirements.

· Ensure that rigorous testing schedules are in place and conducted for all security apparatus. Defects are to be recorded and escalated where applicable to the Interserve Account Manager and TfL department manager.

· Manage the mobile response team on duty to ensure they are safe and carrying out a high-level service.

· Making sure the mobile and DRM vehicle are safe to drive and when necessary arranging repairs via the Group Security Manager.

· Taking the lead on any operational problems that may happen ensuring teams on sites have high level management support.

· Supporting teams with breaks when necessary while ensuring no risk to the building

· Support the control and scheduling teams when finding cover and updating Timegate.

· Making sure that each morning, the TfL Incident reporting system is updated with incidents that have taken place in the past 24hrs or 48hrs over the weekend., · 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;

Level of Authority

· The job holder will have the authority to carry out their role on a day to day basis in accordance with all prevailing company policies. The job holder will have authority to incur expenditure and to agree legally binding commitments on behalf of the company but these must be in accordance with the company authorisation limits, which are determined by the Authorisation Register

Candidate Description

· Applicants will need to have management experience security and risk preferred but we are open to applicants from other fields.

· Applicants will need to have management experience security and risk preferred but we are open to applicants from other fields.

  • Exceptional customer focus and care, with the flexibility, energy and desire to understand the firm's culture and to deliver a service which is both commensurate and of the highest quality

  • Highly developed interpersonal skills to build and sustain effective working relationships

  • A valid Frontline SIA Licence

  • Proactive, innovative and risk aware

  • We would like applicants to have IOSH managing Safely and First aid at work although training can be given to the right applicant.

  • Good working knowledge of Microsoft Office application

  • Excellent communication skills, both verbal and written

Employer Description

  • 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.

    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.