Security Services Team Leader

Mitie Group plc.; Greater London; On-site; GBP 23,000 - 28,000; Full time

Job summary

ValueDeliverableService at The Aon Centre in London is seeking a proactive Security Services professional responsible for delivering a safe, seamless reception and security experience for colleagues and guests. You will lead and mentor Security Services Team Members, manage escalation and incidents, and collaborate with Front of House to maintain a world-class service.

This role requires strong communication, attention to detail, and the ability to uphold health and safety standards across the

Qualifications

• Strong communication with colleagues and guests.
• Ability to lead and mentor Security Services Team Members.
• Customer-focused attitude and professional conduct.

Responsibilities

• Deliver a safe and secure working environment while providing exemplary customer service.
• Effectively communicate with colleagues and guests to build confidence in security capabilities.
• Manage escalations to resolution and escalate to Security Services Manager when needed.
• Collaborate with Front of House management to provide a seamless, professional reception service.
• Develop and maintain strong internal relations to improve The Aon Centre experience.
• Keep accurate records and report incidents or risks in a succinct, professional manner.

Skills

Communication skills

Leadership

Customer service

Job description

ValueDeliverableService

Exceptional service is fundamental to The Aon Centre experience. The needs of colleagues and guests must be anticipated and their expectations must be exceeded at every opportunity.

• To ensure the delivery of a professional security service focused on the experience of colleagues and guests at The Aon Centre at all times.
• To effectively communicate with colleagues and guests at The Aon Centre, giving confidence in the capabilities of the Security Service Team.
• To ensure Team Members meet the needs of Aon's colleagues and guests by delivering professional and proactive solutions to resolve the requirements within the Security Services Centre.
• To manage any escalation received from Team Members, through to resolution.
• To proactively observe and manage the Security Services Team Members' service delivery within the reception area.
• To develop, practice and promote good internal relations in order to identify and build opportunities to improve The Aon Centre experience.
• To collaborate with the Front of House management team to deliver a seamless, professional reception service.
• To elevate to the Security Service Manager or appropriate alternate, any news or risks that may have an impact on colleagues within the EMEA region.
• To develop and mentor the Security Services Team Members.

Community

Collaborating with colleagues, team members from all service sectors and external peers to create a community that supports each other and shares best practice to deliver a world class service to Aon's business.

• To lead with pride in being part of the community at The Aon Centre.
• To collaborate with team members and colleagues to ensure a world class service is delivered in all activities at the Aon Centre, managing and implementing suggested improvements in all Security Service activities.
• To effectively manage any escalated service deficiencies that may impact on the service delivery within The Aon Centre.
• To support colleagues and guests at The Aon Centre through the delivery of first aid as required, taking an active lead in escalating emergency situations.
• To adhere to Aon's Health & Safety policy within The Aon Centre by reporting any incidents, near misses or non-compliance appropriately.
• To ensure that the Security Services Team Members are fully conversant with the local area and amenities through ongoing training and evaluation.
• To develop leadership relationships with external security peers by sharing advice and best practice, and attending relevant security forums when required.
• Supporting Aon's corporate social responsibility initiatives within the community.
• To actively lead in collaborating with Leadenhall Building security team to ensure the best service is provided to colleagues and guests to the Aon Centre.

Security

Ensuring a safe and secure environment at all times that protects colleagues and guests in The Aon Centre, whilst being prepared to respond to any situation that may arise.

• To ensure the delivery of a safe and secure working environment in The Aon Centre, whilst delivering exemplary customer service.
• To manage the administration of all security access control systems to effectively support the needs of colleagues and guests within Aon.
• To ensure all Security Services Team Members are fully conversant with the standard operating and emergency procedures, ensuring an appropriate and professionally managed response to any situation that arises.
• To proactively monitor Aon's demise, recognising the behaviour of others, and to report any unusual activity immediately.
• To ensure the development and sustainability of exemplary colleague relations in order to identify and elevate any security issues or improvements within The Aon Centre.
• To ensure Security Services Team Members accurately report and record incidents or risks in a succinct and professional manner and provide coaching and support as required.
• To manage any incident and give confidence to others that the situation is being dealt with effectively and efficiently.
• Ensuring effective and accurate records are kept in the Security Services Centre whilst on duty.
• To keep an accurate account of staff attendance at all Aon sites through the use of Timegate for manned sites or attendance matrix for satellite sites.

Leading at All Levels

Leading through exemplary conduct at all times.

• To ensure exemplary leadership conduct that inspires others.
• To suggest, deliver and implement innovation and new initiatives to ensure continuous improvement to the service and experience in The Aon Centre.
• To exhibit pride and dedication through personal appearance and behaviours, to meet the expectations of Aon's colleagues and guests whilst ensuring the same from Security Services Team Members.
• To manage the Security Services Team Members punctuality and attendance at all times.
• To ensure an effective handover of shift to the on-coming Security Services Team Leader.
• To effectively and professionally communicate through multiple mediums to accurately inform Aon's colleagues and guest as and when required.
• To ensure Security Services Team Members deliver tasks within the agreed deadlines, in accordance with the standard operating procedures.
• To ensure completion of tasks received from the Security Services Manager within the agreed deadlines.
• To champion the use of technology within the Security Services Centre, ensuring systems are used to its full efficiency.
• To ensure the continuous training and development of the Security Services Team Members and to maintain the associated training matrix.
• To periodically assess the performance and wellbeing of the Security Services Team Members and recording in the appropriate format, reporting findings to the Security Services Manager.