Operations Support M&S

Better places, thriving communities.

Operations Support – M&S

45 hours per week – £41,.58

Reporting to: Senior Security Operations Manager

Location: M&S, Bluewater Shopping Centre, Bean Road, Greenhithe, Kent, England, DA9 9SD

Requirement: Must hold a valid SIA Front Line Licence

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Job Objectives and Responsibilities

Effectively support and assist the Operations Manager in managing the performance of a designated region, ensuring that all contracted and temporary hours are fulfilled by trained officers to the complete satisfaction of stores and clients.

• Support Operations Managers with the operational performance of the allocated business in relation to overall targets, ensuring compliance with key SLA's/KPI's.
• Maintain and promote the Mitie brand and reputation by delivering an industry‑leading security provision.
• Maximise the efficiency of officer deployment using systems and technology to deliver intelligence‑led services based on risk and data analysis.
• Contribute to the success of the M&S contract through effective training and continuous colleague coaching.
• Support the customer and ensure timely completion of crime‑related reporting and associated tasks.

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Main Duties

Scheduling & Operational Support

• Ensure all weekly SPO hours are rostered in advance with trained M&S/Mitie colleagues.
• Ensure all Store Detective shifts nationally are rostered monthly in line with SOC SD schedules.
• Follow agency request processes to maintain coverage and service levels.
• Investigate PO discrepancies promptly and ensure correct action is taken.
• Maintain SIA licence records and complete application processes when required.
• Manage holiday tracker and approve requests in line with company policy.
• Support M&S and Mitie WSHS/QHSE initiatives and ensure compliance with policy and legislation.
• Assist the Operations Managers in completing QHSE investigations within agreed SLA.
• Maintain Assignment Instructions and Risk Assessments for each site in line with Mitie policy.
• Assist the Investigation Manager with note‑taking when required.
• Report and investigate incidents, identify causes, implement corrective actions, and retain records for audit purposes.
• Take active steps to maintain communication, recognise achievement, and support the Mitie community.
• Ensure all Mitie obligations relating to Officer Welfare, Health & Safety and Duty of Care are always observed.
• Demonstrate and promote Mitie Values: Excel, Challenge, Inspire.
• Provide adequate advice and support to ensure officer success, including system knowledge, tools, and policy awareness.
• Ensure officers fully understand and comply with Mitie policy, legal requirements, and procedural changes.
• Contribute to the development of the Mitie strategy.

General Operations (Additional Duties)

• Schedule predetermined GAPs.
• Provide cover for Operations Managers during leave, on‑road duties, or task deployment.
• Manage AS Lines & PRP.
• Generate and amend site cards.
• Complete snapshot updates and associated administration.
• Support store visits, SSE's, and SPO assessments.
• Build and maintain strong relationships with Store Managers.

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Recruitment

• Manage the recruitment process from advertising vacancies to screening candidates and ensuring timely completion of vetting.
• Generate adverts and conduct interview screening.
• Oversee MyChecks compliance.
• Arrange training shifts for new starters.
• Order uniform and ID cards for new starters and reissue when required.

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Training

• Support the Operations Manager with delivery of Mitie retail awareness, induction, and security training.
• Manage the SIA training schedule.
• Process SIA licence applications.
• Complete ACTR submissions.

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Absence Management

• Cover blowouts and ensure store communication for lateness or blowouts.
• Maintain the absence tracker and advise the Operations Manager on ER triggers.
• Conduct Return‑to‑Work meetings.

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Incident Management

• Support Operations Managers with welfare calls.
• Escalate matters to SOM & AM where intervention is required.
• Resource, allocate, and brief Assets following incidents.
• Communicate with extra‑cover stores and arrange additional support.

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Technology

• Arrange new technology for stores.
• Manage bodycam damage/loss reporting and follow‑ups.
• Support SPOs with Teams and Auror access.

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Person Specification

Essential

• Excellent organisational and time‑management skills.
• Confident and professional approach and appearance.
• Strong customer service and client‑focused attitude with the ability to build effective relationships.
• Exceptional verbal and written communication skills.
• Ability to work independently and as part of a team.
• Resilient, tenacious, and proactive with a “can‑do” attitude.
• Flexible and adaptable.
• Literate, numerate, and competent IT user (medium level).

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Health & Safety Responsibilities

• Follow Group and Company policies and procedures at all times.
• Report any deficiencies in systems or equipment that may impact service delivery, health & safety, or the environment.
• Use all work equipment and PPE correctly and in accordance with training.
• Report issues or training needs to your Line Manager or via divisional incident reporting systems.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .