Retail Security Operations Manager

Job objectives and responsibilities

• Maintain and promote the Mitie brand and reputation by delivering an industry-leading security service across all assigned locations.
• Maximise contract efficiency and sustainability by integrating people, systems, and technology to deliver intelligence-led services informed by risk assessment and data analysis.
• Effectively manage a designated portfolio of retail stores, ensuring all contracted and temporary hours are covered by fully trained and competent officers, meeting client expectations.
• Contribute to the overall success of the contract by supporting the delivery of high-quality training and continuous coaching for all security personnel.
• Optimise the performance of the Mobile Team Leader roles by ensuring all training and development initiatives are delivered to the highest standards within the area of responsibility.
• Provide full operational cover for your designated “buddy” Security Operations Manager during periods of absence, ensuring all key performance indicators (KPIs) and service levels are maintained.
• Conduct regular visits to all stores within your area to establish and maintain strong working relationships with store management teams and frontline colleagues.

• Deliver results within the designated area that meet or exceed budgetary and service delivery targets, maintaining full responsibility and accountability for outcomes.
• Ensure all officers within the store portfolio understand and comply with Mitie policies, legal obligations, and regulatory requirements.
• Maintain accurate and up-to-date Assignment Instructions, conducting regular reviews to ensure officer understanding and adherence.
• Maintain and regularly review Risk Assessments for all sites, ensuring compliance and officer awareness.
• Complete and sign off annual reviews of Risk Assessments and Assignment Instructions for all allocated sites.
• Identify and address any behaviours or situations that compromise the health, safety, or wellbeing of colleagues, customers, or officers, in line with Mitie's policies.
• Support compliance with the clients and Mitie QHSE (Quality, Health, Safety, and Environment) initiatives and all related legislation.
• Report and investigate all incidents thoroughly, identifying root causes and ensuring corrective actions are documented and implemented for audit purposes.
• Ensure all officer welfare, health and safety, and duty of care obligations are consistently met across the area.
• Investigate all customer complaints in line with Mitie processes, ensuring records are maintained and shared within KPI timescales.
• Ensure contractual and KPI requirements are met, aligning with the customer's expectations and service standards.
• Proactively manage recruitment to fill vacancies, working with agencies as needed to meet customer coverage KPIs.
• Manage recruitment and succession planning to maintain a high-performing team and ensure service continuity.
• Participate in the duty manager rota, fulfilling all related responsibilities.
• Build, lead, and develop a team of officers who embody Mitie's values and deliver service excellence.
• Ensure officers receive appropriate training, guidance, and support—including regular appraisals, system and policy knowledge, feedback, and, where needed, performance management.
• Promote and implement Mitie's core values and bring to life the principle of delivering “The Exceptional, Every Day.”
• Ensure delivery of Mitie's induction, initial assessments, and comprehensive retail training for all new security officers within the area.
• Maintain strong communication, celebrate achievements, and contribute to building a positive Mitie community.
• Manage a defined number of Officer Development Leads (ODLs), providing direction, coaching, and support.
• Ensur…