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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 and operational line management to ensure that full transparency of events and their handling is possible.

·Act responsibly when receiving and holding all site keys/ access passes that may be drawn in conducting your required tasks.

·Participate with and apply recognised techniques when conducting entry and exit searches at the designated entry points as a part of the management of effective access control procedures.

·Report building/equipment fault reports where appropriate escalating to the relevant help desks and if necessary, request the assistance of operational line management in resolving.

·During corporate events, liaise with line management to ensure that adequate levels of security are maintained during the life of any event and complete any additional closedown checks that are required after the event has concluded.

·Follow any such reasonable instruction as issued by your Operational Line Manager.

·Proactively utilise protective security measures to detect, deter and mitigate hostile reconnaissance threat by tactical deployment of yourself or officers.

·Ensure that all security equipment is serviceable shift by shift, conduct weekly checks and submit report of defects if found.

·Carry out local QIR checks and annual appraisals.

·Carry out any required counselling/conversation records using their own discretion and investigations as directed.

·Be the SME for FoH emergency procedures, incident management and crisis management.

Facilities & FOH Projects:

·Lead by example and inspire wider onsite teams and service providers.

·Daily walk arounds and inspections as appropriate, personally engaging with the customers and team members.

·Actively managing all Health & Safety matters relating to the FoH spaces, ensuring the highest levels of compliance and legal requirements are achieved.

·Support sustainability targets and initiatives geared towards achieving

the best possible environmental performance and wellbeing within the FoH setting.

·Recording and reporting on successes of the FOH team. Collaborate with other service partners to provide a “One Team” approach for the office Front of House. Collaborate with the wider onsite teams, making sure you are knowledgeable of processes and structures and responsibilities outside of the FOH team in order to better support colleagues, facilitating a ‘One Team’ approach.

·Be a brand ambassador for our client on Front of House Service delivery, which in time could lead to providing support, workshops and deployment to other offices/venues to demonstrate best in class customer experience.

·Have a working knowledge of the reception SOP’s and be able to support the reception team with visitor management.

·From time to time support the Pass Officer and Administrator with pass production tasks.

Expertise & Professional Development:

·You are the ‘go to’ person in your area of expertise/specialty for questions from your colleagues, clients, and customers.

·You are solutions focused, advising colleagues and stakeholders with solutions, not problems.

·Excellent knowledge of MS Outlook, Word, Excel, and Power Point.

·You possess knowledge of H&S and compliance processes and risk reduction, onsite service partner liaison & performance management.

·You have experience with or are willing to learn reporting systems that our client and ISSFM use.

·You perform your duties with an awareness of the ISSFM KPI’s and the clients business objectives and values.

·You actively look for best practice ways of working, encouraging team interactions with clients, customers, guests, and stakeholders.

·You are confidently able to design an on site succession plan.

·You possess commercial awareness and awareness of latest customer experience market trends.

·You identify new initiatives for enhancing customer experiences. Innovative Thinking & Agility

·You display creative and innovative thinking to deliver best in class services.

·You are customer services focused security supervisor, who understands the balance between both services who can be security minded with customer focused delivery.

·Excellent knowledge of government guidelines around ACT, ScaN, Protect Duty and best practise from the CPNI.

Communication & Managing Expectations

·You actively listen and interpret key information from and to your Strategic and Operational line managers, clients, customers, colleagues and service partners.

·You manage and exceed expectations by prioritising tasks.

·You can tailor your message to different stakeholders to ensure that the correct message is received.

·You will strive to anticipate needs and exceed expectations.

·You will communicate to provide required information as well as offer prompt resolutions

MINDSET

·Service Excellence with a security mindset

·You are results and impact focused and go the extra mile to deliver the best.

·You show resilience, even when under pressure and during challenging times.

·You have an excellent change management and coaching mindset.

·Be flexible and open minded to positively adapt to any reasonable changes to your role proposed by your line manager and/or the Client.

·You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to team, client and ISSFM Management.

·You seek out and attend relevant personal and professional development such as training courses, new projects, and assignments.

·You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate for the Client’s and ISSFM’s values.

·You promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct.

·You represent the Client in community groups at internal events and look at how your team can have an impact to the wider internal community.

Job Type: Full-time

Salary: £42,000.00 per year

Benefits:

• Company events
• Company pension
• Sick pay

Schedule:

• Day shift
• Monday to Friday
• Night shift

Ability to commute/relocate:

• Canary Wharf: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Proficient in Microsoft office Power point, Word and excel

Experience:

• Front of house manager / supervisor: 3 years (required)

Language:

• Communicate clearly in English (required)

Licence/Certification:

• SIA Security Guarding, Door Supervisor or CP Licence (required)

Work Location: In person

Application deadline: 01/06/2023
Reference ID: EI4TP KPMGFHSS0523