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Estate Security Director

2 months ago

Brentford, Greater London, United Kingdom UniTrust Full time

Job Summary:

The Guest Support Manager will be responsible for managing, developing, and exceeding expectations to provide an extraordinary security provision at all times within the flagship estate and prestigious environment in Chiswick Park. This role requires a clear understanding of the contract culture to ensure all members of the team are fully motivated and committed to providing a bespoke high-level security service.

Key Responsibilities:

  • To assist and support with the day-to-day running of the security operation within the site.
  • Ensuring all posts are manned daily with fully trained, fully uniformed, and fully equipped staff.
  • To liaise with the Client to ensure Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met and exceeded.
  • To ensure all site policies and procedures are maintained and regularly reviewed.
  • To lead and motivate the guest support team ensuring the ethos and core values of the site emanate within their roles and responsibilities.
  • To ensure the team is resilient in providing extraordinary customer service and security to all guests.
  • To forge strong successful relationships with other service providers within the site, creating a seamless partnership in providing premier security and customer service.
  • To liaise with all departments at Head Office to seek advice and guidance where necessary.
  • Ensuring all issues and incidents are dealt with and reported on in a timely, professional, and efficient manner to the client and Control Team.
  • To ensure diplomacy and tactfulness is always applied in delivering exceptional security customer service.
  • To implement and manage all aspects of site and UniTrust's environmental, health, and safety requirements as well as maintain strict compliance in accordance with statutory requirements.
  • Ensure that all contract security personnel are aware, have read and understood, the current AI's, client's policies and procedures and relevant post instructions.
  • Assisting in managing the administration and welfare of the site security team, including induction and continuation training, probation, and setting objectives during annual appraisals.
  • Support the Guest Support Manager in the rostering of staff and ensuring the contract is manned to contractual specifications, including appropriate holiday cover, and managing staff absences.
  • To ensure there is a robust succession plan in place for all key positions within the team.
  • Be on call 24/7 for guidance and response to incidents unless suitable cover (of same management level or above) is arranged.
  • Administrative duties may include TimeGate scheduling, and compiling management reports and any associated documentation.
  • To ensure daily, weekly, monthly, and quarterly reports are submitted to the client as required and in a timely manner.
  • Attending daily/weekly meetings with the Client and the wider Estate Management team.
  • Conduct regular audits ensuring that all staff are compliant with their KPI's and industry standards.
  • Staff development, appraisals, and 1-2-1 meetings are to be held and overall people management of the Guest Support team.
  • Managing and maintaining all electronic systems.
  • To provide oversight, protection of staff and collation of evidence through the Control Room as well as ensuring the records are maintained for the Control Room, data retention and CCTV viewing.

Requirements:

  • A minimum of 5 years demonstrable experience in the Security industry.
  • A minimum of 3 years demonstrable experience in managing a prestigious and highly demanding contract.
  • Extraordinary client-facing skills and proven experience.
  • Demonstrable experience in people management, for example, the ability to interview, appraise and performance manage individuals, and motivate a security team.
  • Valid SIA DS front-line licence.
  • Extraordinary interpersonal, communication, and customer service skills.
  • Experience of writing and presenting risk reviews and business cases.
  • Extraordinary knowledge of operational security software applications or the ability to acquire such knowledge.
  • Demonstrate an awareness of security threats which remain relevant and up to date in the context of the current environment.
  • Physically able to conduct all responsibilities associated with the roles documented.
  • Ability to work to instruction and on your own initiative where required.
  • Computer literate and confident with the use of Microsoft Office programmes.
  • Flexibility in regard to working practices, hours, and responsibilities.
  • First Aid at work or the ability to train and retain this qualification.
  • Operation of CCTV/access control communications in an appropriate manner.

UniTrust is an Equal Opportunities employer and welcomes applicants from suitably qualified persons regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy and maternity. Please note, any job offered is subject to satisfactory pre-employment and five- or ten-year work history security vetting checks according to BS 7858:2019.