Security Account Manager

Mitie Group; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Mitie Group is seeking a Security Account Manager to lead Campus Safety Ambassadors across multiple sites, focusing on student safety and excellent service delivery.

You will support the Account Director, build relationships with students, clients and stakeholders, and drive improvements to campus experiences.

Qualifications

• Proven leadership experience across universities, modern high-footfall workplaces or hospitality settings.
• Experience delivering a high-quality guest and client experience.
• Strong administration skills and ability to coordinate multiple service partners.

Responsibilities

• Lead and train a team of Campus Safety Ambassadors to deliver exceptional service.
• Act as SPOC for campus users and service teams, attending meetings and producing reports.
• Conduct floor/ campus walks and liaise with students to resolve issues affecting experience.
• Manage security incidents and coordinate with security systems (alarms, CCTV, access control).
• Drive continuous improvement and change initiatives with BAU projects.

Skills

Team Leadership

Training & Development

Stakeholder Management

Health & Safety

Customer Experience

Security Operations

Project Management

Incident Response

Floor Walks

Tools

Outlook

Microsoft Word

Microsoft Teams

Chrome

Visitor Management Tools

Job description

As a Security Account Manager you will manage the Campus Safety Ambassadors across multiple sites, your mission is to create a friendly environment with a focus on student safety from a security perspective. Supporting the Account Director and wider Mitie team to proactively manage the campus space and halls of residences and ensure all is working as intended. With a blend of exceptional service and attention to detail, you'll ensure every interaction leaves a lasting positive impression. You will be well organised, able to work independently, and skilled at developing meaningful and productive relationships with the team and our students / clients and key stakeholders. You will be just as comfortable stepping in to supporting a client with their query, as well as carrying out extensive floor walks and liaising with students on site to resolve any issue that is impacting the experience on campus acting as a role model for all Campus Safety Ambassadors. You will implement the agreed colleague engagement, workplace and security strategy, and drive service improvements that create a memorable and lasting experience to all Campus users / visitors. Using your unique personality and excellent organisation skills to deliver an exceptional service and bring our vison to life for the client. You will take full ownership of the working environment and colleague/customer touchpoints and maintain consistently high standards across all integrated FM services,You must have a strategic mindset with a demonstrable track record of leading and supporting operational change and transformation projects to drive service excellence. - Own the student experience service delivery, providing an exceptional service experience for all internal and external customers visiting or working within the building.

• Drive consistency in service delivery across the LSBU Group campus while enabling tailored, site-specific enhancements that reflect the local community and culture. Service Excellence Mindset: Strong commitment to delivering an outstanding guest and client experience; able to translate standards into practical, consistent action on the ground.
• Own service delivery across visitor and reception management, security and any other services linked to the colleague experience of utilising the workspace.
• Capture and ensure to carry out floor walks, liaise with students on site to resolve any issue that is impacting the experience. maintaining a strategic eye for the development of the business, and team members.
• Deliver our contractual service requirements and act as the link between Campus Safety Ambassadors for front of house and security and be SPOC (single point of contact) for all Campus safety related issues. Demonstrate a high level of leadership in overseeing the Campus user experience and ensuring continuous customer satisfaction. To ensure the Campus Safety Ambassadors are setup for success and can be productive whilst on site. Proactively identify improvement opportunities regarding processes and operational delivery, health and safety, security processes and own the change management path to deliver the change.

Main duties Team Leadership & Training

• Recruit, develop, and train a highly motivated team who deliver experiences that set us apart from competitors. Foster a collaborative, high-performance culture across all service partners and internal teams. Lead regular team meetings to ensure all members are informed, engaged, and motivated. Ensure Campus Safety Ambassadors are fully trained, presentable, and embody the Mitie values at all times. Work across all service points in the building, fully understanding the service requirements of each area. Provide tailored customer experience training aligned with client values and culture. Maintain accurate personnel records, including working hours, payroll, training, and development. Link team objectives to the business vision and strategy, actively supporting development needs. Be a champion for diversity, inclusion, health and safety, and One-Mitie collaboration across site.

Experience & Engagement

• Take daily ownership of the experiential touchpoint journey, ensuring all colleague, student-facing areas, and service teams meet agreed standards. Act as the single point of contact (SPOC) for campus users and service teams, attending meetings and compiling agreed reports. Be visible and present at campus events, visits, and activities. Conduct regular floor and campus walks, engaging with colleagues, identifying faults, facilities issues, and health & safety concerns. Promote and reinforce positive campus behaviours and etiquette standards. Respond Security incidents when required.

Process and continuous improvement - Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs

• Complete regular audits and floor / campus walks to identify challenges and opportunities, and deploy improvement mechanisms. Drive improvements in campus service delivery and ensuring ongoing management, adoption and compliance of new client processes and services. Prepare and issue comms and updates via email / other approved means. Manage the team to ensure site procedures are followed, including but not limited to campus / building pass requests. Take ownership of BAU projects and change initiatives, guiding them from idea to delivery. Generate regular security reports and send to the relevant people. To monitor all electronic security systems including building alarms, CCTV and access control and be competent in their operation. To immediately report any systems malfunction.

Innovation & Experience Design - Develop and launch initiatives that enhance wellbeing, inclusivity, collaboration, and satisfaction.

• Promote and implement workplace technologies that support connection, ease, and productivity for colleagues, students, and visitors. Gather feedback from teams and users to drive small-scale, high-impact improvements and share success stories.

Planning & Partnership

• Work strategically with the Account Director and IFM service leads to coordinate building works, events, and activities. Partner with the wider workplace and IFM teams to deliver consistent service and exceptional experiences. Build strong relationships with LSBU Group stakeholders, including operations, HSR, facilities, and executive leadership, aligning campus safety and service with organisational goals. Actively engage with other partners and suppliers to encourage innovation and seamless "One-Mitie" approach.
• Proven track record of comparable leadership experience over several years in universities, modern high footfall workplaces and/or hospitality focused establishments. Proactive, organised and meticulous - passionate about Customer Experience Excellent project and time management skills. Demonstrable experience transforming service delivery to meet new and improved standards A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey. Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team. Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers. Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence. Immaculate grooming, personal presentation. Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
• Must be highly proficient in Outlook, Word, Teams, and Chrome Competent using visitor and space management tools. Inspirational leader Knowledgeable and approachable - Highly visible, always available and obvious go to person Memorable and hospitality first, connected to the experts for everything else High profile, professional, friendly and attentive Connected, calm and in control