Service Manager

Aberdeen
27000- 31000 depending on experience with car allowance.

Job Title:  Mobile Service Delivery Manager

Key Areas of the Role

Purpose

  • Enthusiastically support service delivery to the customer by effective manpower and route planning, employee engagement ensuring Customer and Company standards are met through the correct management and retention of Mobile Patrol Officers in line with the clients service level agreements.

Responsibilities

Provide quality Security Service through branch personnel, full responsibility and accountability for:

  • Allocation of resources in line with statutory and company standards
  • Ensure all staffing levels meet the agreed service level and that all recruitment is completed in a timely manner and in accordance with company policy and procedure.
  • Recruitment and succession planning through Securitas On-Boarding process
  • Ensure effective training is provided so employees carry out their role to the required standard and to ensure that PSO training is provided including fire extinguisher maintenance,
  • Ensure all assignment instructions/ risk assessments and site documentation is current and in date and fully understood by all employees
  • To assist in the retention of customers ensuring that the level of service provided does not fluctuate and to ensure all target times are met
  • Work to agreed practices relating to Health and Safety and quality Management
  • Ensure relevant company Key Performance Indicator targets are met on an on-going basis
  • Undertake quality assurance checks.
  • Management of grievance/disciplinary procedures where necessary
  • Carry out regular site, customer and key audits to understand where improvements can be made
  • To actively encourage staff recognition and staff nominations for awards
  • Co-ordinate and conduct welfare meetings as per British standards
  • Carry out Personal Development Plans (PDPs) in line with competency framework
  • Demonstrates an awareness and understanding of controlling costs both direct and indirect
  • Ownership of staff engagement for the branch
  • Participation and ownership of internal and external audits
  • Generating New Business that adheres to the Company’s profitability standards
  • Focusing on the sale of security solutions: that is a sale that combines more than one of Securitas’ protective services and/or includes technology as part of the overall solution.
  • Actively prospecting for new business and maintaining a sufficient pipeline of business opportunities
  • To visit Top 10 customers in line with PSBM directive
  • To be fully aware and compliant in relation to SOP 013
  • To ensure all incident and activation reports are to a legible and accurate standard on a daily basis
  • To ensure company vehicles are maintained to the required standard reflecting a professional company image at all times
  • Ensure compliance with established internal control procedures by examining records, reports, operating practices, and documentation
  • To verify assets and liabilities and gauge levels of risk 
  • Perform risk assessments on key business activities
  • Prepare reports to highlight issues or potential problems
  • To audit driving compliance of all Team Leaders and MPOs. To monitor the driving performance and manage the health and safety of the drivers using the GreenRoad system.
  • To maintain and drive cost efficiencies via reduced driving expenditure and the management of fuel and maintenance of vehicles.

To build, develop, lead and retain a team of Officers and Supervisors that believe and demonstrate through their work that Securitas is different to other Security service providers through:

  • Ensuring understanding and demonstrable implementation of the Securitas Values of Integrity; Vigilance and Helpfulness
  • Promote and support the PSO training implementation.
  • Active steps to maintain communication; recognise achievement and develop the Securitas Community
  • Succession planning to ensure that the Branch has the capability to deliver consistent high levels of service.
  • Works closely with the Operations Support

To ensure all staff and officers in the Branch fully understand and comply with, all aspects of Securitas Policy and relevant legal and regulatory requirements, including any changes to policies or procedures and can demonstrate appropriate levels of control.

To actively participate and support the development of the Branch through:

  • Involvement in the development of the Securitas strategy through involvement with Company and Area initiatives and projects
  • Support other Branches and support functions by sharing best practice

Any other duties as directed by the Protective Services Branch Manager

Competencies

  • Managing and Leading Others
  • Manages Self
  • Decision Making
  • Communication Skills
  • Business Acumen and Commercial Awareness
  • Operational Excellence
  • Strategic Thinking (Planning & Forecasting)
  • Customer Management and Sales Development
  •  
  • Relationship Building and Networking
  • See Competency Framework for Non-Management behavioural indicators.

Person Specification

Minimum required:

  • SIA licence
  • Right to work in the UK
  • Strong customer service skills
  • Strong written and verbal communication
  • Good standard of IT skills
  • Ability to work under own initiative
  • Customer Service experience
  • Good organisational skills
  • People focussed Managers

Additional:

  • Full clean driving licence
  • Working knowledge Microsoft packages
  • Previous industry experience
  • IOSH trained/experience
  • Previous experience of portfolio management
  • Previous experience of Risk Management
  • Ability to work days, nights and weekends to ensure all Officers are visited on a monthly basis

Application Details

Closing date:
18-Jan-2018

Victoria McAteer

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