Front of House Supervisor

ISSFM LTD

**JOB AND PERSON SPECIFICATION**

**Job Title: Security: Front of House Supervisor**

**Based: Canary Wharf**

**Reporting to: Strategic: Day Security Manager**

**Hours of Work: Monday -Friday 07:00-19:00**

**Pay£42k pa (£14.63 Phr)**

The role of the Security: Front of House Supervisor is a dynamic and visionary role, working with reporting to the Day Security Manager, strategically reporting to the Operation Managers/ Account Manager and client, to enhance a vibrant, dynamic, UK HQ building located in Canary Wharf. You will have the unique opportunity to build an exciting destination, with customer experience, security, community and safety at its core. Day to Day and in support of the security provision this role undertakes you will report to the Day Security Manager.

**What’s in it for you?**
- Monday
- Friday, Days Only(60 hours per week)
- A competitive wage
- Pension scheme
- Lifeassuranceequivalent1xannualsalary
- Personal Accident Cover
- Length of service awards
- Employee Recognition Awards
- Lunch Allowance (to be used at Site catering facilities)
- Development Courses
- Diverse and inclusive working environment

**Key Responsibilities**:
To lead by example - The highest standards in uniform turnout, attendance and timekeeping expected and to deliver the KPI objectives for the account.

**Customer experience**:

- Ensure the fundamentals of customer services are followed closely and delivered to the highest standards.
- Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time within the office.
- Elevating all customer interactions and building strong rapport with clients, guests and staff.
- Maintaining and producing specified reports illustrating operational statistics/data etc.
- Gather and evaluate feedback from all parties.
- Champion customer service training and skills for all of the ISSFM FoH Team, coaching and developing their customer service and security skills.
- Create a FoH playbook and guide for use to develop and coach the team.
- Producing improvement plans where needed for the FoH team
- Ensure the property receptionist always immaculately presented to the standards set out by the client, working closely with the Facilities Operations Team
- Reacts to client needs and develops workable solutions
- Anticipates client needs in case of follow up queries and responds accordingly
- Is familiar with client requirements and ensures service delivery meets specification
- Regularly communicates with the DDM/SCRC/Operations Managers and handles all positive/negative feedback effectively to continue development
- Reads peoples’ body language and tone of voice to gauge their mood and deals with them accordingly
- Provide a high level of verbal communication giving clear instruction and confirming understanding of all instructions upon issue.
- Interpreting multi-level communication needs and responding accordingly
- Delivers difficult messages in a sensitive and tactful way to both groups and individuals
- Writes reports, specifications etc., to a high standard of quality and clear details

**Common Security Team Objectives**:

- To ensure the security and safety of the client team staff, contractors, working colleagues.
- To protect the assets of the client by following recognised best practice techniques and procedures and SOP’s.
- To ensure the security and safety of the site
- To effectively organise and manage workloads as required without compromising quality of service provision
- To respond to emergencies and assist with the evacuation and searching of the buildings by following all requirements of the site emergency response procedures & standard operating procedures.
- Play an integral part in maintaining the safety security of the site, reporting day to day operationally to the Day Security Manager.

**Security Tasks**:

- Participate and contribute positively to the security team. Attend meetings as required and provide reports and recommendations on the activities of the security operation.
- Be committed to Health & Safety and ensure that you are familiar with all ISSFM/ Client Health & Safety policies and procedures. Police and encourage observance with all site security & safety policies, ensuring that the access control, key control, smoking and Health & Safety policies are observed and enforced.
- Perform at the start/end of each tour of duty verification checks of all the security equipment located within the areas of work under your responsibility ensuring that all systems are fully operational and where they are not, initiate corrective action.
- Respond to all incidents in a timely and effective manner by directing the activities of all affected persons, aimed always to safeguard the assets of the Client ensuring that direction from senior line management is sought where appropriate.
- Maintain all required records as directed by your strategic