Retail 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.

Main duties

• 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.
• Ensure all direct reports participate in a structured one‑to‑one process as outlined by the contract.
• Undertake duties relating to void properties, including site inspections and audits across the designated area where required.
• Maintain regular engagement with on‑site management teams, attend relevant meetings, and implement agreed actions within SLA timelines.
• Lead and manage formal disciplinary processes as required, including investigations, grievances, hearings, and tribunals.
• Continuously monitor health and safety risks, taking swift and appropriate actions to eliminate hazards in accordance with company procedures.
• Promptly report and investigate incidents, identifying root causes and ensuring that corrective actions are implemented and thoroughly documented to meet audit compliance requirements.
• Consistently uphold all Mitie obligations concerning Officer Welfare, Health and Safety, and Duty of Care.
• Ensure all contractual requirements, service level agreements (SLAs), and key performance indicators (KPIs) are consistently met or exceeded, aligning service delivery with client expectations.
• Manage recruitment processes by advertising vacancies through appropriate agencies and maintaining establishment levels to achieve the coverage KPIs specified by the client.
• Oversee recruitment and succession planning to ensure the portfolio of sites maintains the necessary capability to deliver consistently high‑quality service.
• Conduct duties related to void properties, including site inspections and audits within the designated area, ensuring compliance and operational standards are maintained.
• Maintain active communication channels, recognise team achievements, and foster the ongoing development of the Mitie Community.
• Manage a designated number of Security Officers in accordance with the contract structure.
• Utilise the workplace+ system, with particular focus on the KPI Centre, to ensure compliance with SIA licensing, visa requirements, the Working Time Directive, management of excessive consecutive shifts, and adherence to legal and industry standards, supporting progress toward NSI accreditation.
• Demonstrate the highest standards of honesty and integrity at all times in the execution of responsibilities as a Security Operations Manager.

Person Specification

• Excellent organisational and time management skills with the ability to prioritise effectively.
• Confident and professional approach to work, maintaining a polished appearance at all times.
• Proven experience in delivering high‑quality customer service.
• Strong understanding of Service Level Agreements (SLAs) and the ability to develop and implement effective action plans.
• Skilled in creating, building, and executing business improvement plans to drive operational excellence.
• Ability to establish and maintain positive working relationships with internal and external stakeholders at all organisational levels.
• Hold and maintain a current frontline SIA licence (training may be provided for suitable candidates).
• Comprehensive knowledge of physical security technologies, including access control systems, CCTV, and alarms.
• Strong analytical, statistical, and numeracy skills with keen attention to detail and excellent observation and listening abilities.
• Competent in interpreting data and using it proactively to inform and recommend business improvements.
• Experienced in identifying and investigating internal and external theft, with the confidence to challenge existing practices and implement protective measures.
• Proven track record in interviewing, selecting, and screening applicants in compliance with BS7858 standards.
• Hold a full UK driving licence.
• Capable of conducting thorough internal and external investigations to professional and successful conclusions.
• Flexible approach to working hours with a willingness to travel as required.
• Exceptional verbal and written communication skills, demonstrating clarity and professionalism.
• Proven ability to work independently as well as collaboratively within a team environment.
• Resilient and tenacious, demonstrating a proactive ‘can do’ attitude.
• Flexible and adaptable to changing work demands and environments.
• Competent in literacy, numeracy, and IT, with skills at a medium user level.
• Willingness to pursue a management apprenticeship, if not already attained, to support ongoing professional development.

Health and Safety responsibilities

• 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.

Information Security

• Ensure compliance with Mitie's information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.

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