SOC Manager

Mitie; Peacehaven; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading security service provider is seeking to establish and manage a team of SOC Operators in Peacehaven, England. The role involves leading the SOC team, ensuring compliance with contracts and internal policies while delivering exceptional customer service. Candidates should demonstrate strong leadership skills, retail industry experience, and the ability to manage and motivate a team effectively. A SIA License is required, along with excellent communication and organizational skills. This position offers an opportunity to drive performance and ensure security across operations.

Benefits

Comprehensive training and development

Qualifications

• Demonstrates leadership skill and experience in managing teams.
• Ability to lead and motivate a diverse team to provide excellent customer service.
• Experience managing CCTV and KPI performance.

Responsibilities

• Manage a team of SOC Operators effectively in reactive and pro-active situations.
• Recruit, induct, train, and lead SOC Operators.
• Deliver monthly summaries and reports to the client.

Skills

Leadership skills

Team management

Customer service

Communication skills

Project management

Education

SIA Licence holder - CCTV

Relevant retail experience

Tools

Microsoft Office

Security Management Software

Job description

Job objectives and responsibilities

To establish and manage a team of SOC Operators who will provide remote services and support to the network of DC's and the stores.

The provide a B&Q SOC with a dedicated team, which has remote access to all B&Q locations and performs a number of support roles for the B&Q network.

Lead the B&Q SOC team through efficient deployment of people, equipment, systems and resources.

• Leading and supporting the Operators in their day-to-day duties
• Maintaining relationships with national and local B&Q stakeholders
• Ensuring access to the room and its operation is limited to those permitted and that control policies are adhered for GDPR.
• Provide support to Account Management & client(s) in accordance with the specific requirements of the contract in compliance with external & internal policies and procedures.
• Responsible for ensuring all KPI's are met in accordance with contractual requirements.
• To support the gathering of intelligence for freight crime colleagues
• Complete an induction of spending time with DC and Store security to full appreciate their roles, gathering insight into the services required.
• Recognise the role played in supporting colleagues and B&Q employees providing support up to and including deployment of emergency services as required.
• Responsible for the preparation &presentation of reports, recommendations, and periodic summaries
• Owner of the Department AI's and RA's
• Oversight of the rota and growth plans for the SOC

Main Duties

• To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
• Managing SOC Operators to ensure resources are deployed effectively in reactive and pro-active manner
• Recruit, induct, train and lead SOC Operators
• Collaborate with other Mitie SOC's to ensure best practise.
• Ensure all colleagues within the SOC comply with all GDPR, company and Client quality standards and any appropriate UK legislation.
• Be able to balance the day-to-day management of a core team of CCTV operators, with the organic growth as B&Q implement new business initiatives and expand the SOC operation.
• Deliver a monthly summary to the client at the monthly client review meeting.
• Leading the B&Q SOC, consulting with the account team to support guarding and detective activity
• Demonstrate an exceptional understanding of all systems in use, enabling the team to respond appropriately to any signals or messages received and guide the team to do the same
• Advocate and promote the Mitie brand and actively participate in the success of all company strategies.
• To build, lead, retain and support in the development of a team that believe and demonstrate through their work that Mitie is different to other Security service providers through:
• Proactively manage the SOC team to ensure high levels of performance and attendance including, Mi Reviews and KPI setting and review through the delivery of a robust coaching and mentoring culture
• Ensuring their continuous development through periodic reviews and annual appraisals.
• Identifying any skills gaps within the team and deliver any necessary upskilling and performance improvement in line with company policy and procedure.
• Ensure the delivery of the Mitie company induction, initial assessment and comprehensive training to all newly appointed security personnel.
• Identify the need for and support in the implementation of personal development plans as identified
• Take active steps to maintain communication and recognise achievement and develop the Mitie Community
• Engage with all appropriate recruitment agencies, actively manage and monitor establishment levels to ensure service delivery expected by the client.
• Liaise with the HR management team to ensure all issues are dealt with in accordance to company policy.
• Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies.

Person Specification

Essential

• Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams
• Relevant retail industry experience with the ability to demonstrate an understanding of investigation processes
• Computer literate with a variety of software, including Microsoft Office (Outlook, Word and Excel) and bespoke software for telematics, telecoms to connect to vehicles & people.
• Experience of managing and monitoring KPI performance
• Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals
• Ability to build and maintain relationships with a strong teamwork ethic
• Experience of managing the monitoring CCTV
• Experience of working within a demanding fast-paced environment
• SIA Licence holder - CCTV & minimum non-frontline SIA licence
• Ability to work under pressure in a controlled environment and make quick decisive and assertive decisions
• Good communication skills, verbal and written English
• Experience of team working
• Project management experience
• Reliable, flexible and discreet
• Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
• Ability to accurately follow detailed processes and where required write new policies
• Confident and professional working approach and appearance
• Resilient and tenacious with a ‘can do' approach

Desirable Skills and Experience

• Knowledge of the retail market
• An excellent working knowledge of all processes and procedures associated with a Security Operations Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding
• Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management)
• Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
• Previous achievement of performance targets and driving performance through utilising metrics
• Excellent report-writing and analytical skills with sharp attention to detail

Health and Safety responsibilities

• Always follow Group and company policies and procedures;
• 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;