Team Leader - Security Control Centre

OCS Group Ltd
Cardiff (Caerdydd)
£30000 - £35000 per annum + Benefits
05 Jul 2017
24 Jul 2017
A key member of the Management Team and point of contact based at the Cardiff National Support Centre, you will be responsible for delivering customer service excellence across multiple service streams, through a continuous improvement mindset and initiatives. You will ensure audit compliance, maintaining accreditations for CCTV and alarm monitoring and guarantee a first-class range of services for internal and external customers. Driving a 'right first time' culture and the effective management of key targets and deliverables, you will build good networks and relationships and be responsible for a set of transparent reporting measures, to ensure the delivery of stakeholder SLA's and KPI's. The main responsibilities of this role are to: Ensure the centre is run efficiently, cost effectively and professionally Report to and support the General Manager to guarantee compliance and adherence to British Standards governing the NSC Ensure the correct, suitably trained, licensed and screened staff levels are maintained Conduct and document job chats, one to one's and RTW interviews for all sickness absences Ensure team members are suitably trained and equipped to provide excellent customer service Motivate the team and address issues in compliance documentation Adopt a mindset of continuous improvement, right first time methodology throughout the team by continually looking at problem solving solutions to improve efficiency and service Ensure all activities are conducted in a timely manner and all documentation is up to date Ensure infrastructure and compliance is maintained in accordance with BS 5979, BS 8418, BS 7499 and check compliance at regular NSI Audits and internal audits Be the point of contact for all stakeholders and deal with service issues, complaints or concerns Build and maintain effective client, supplier and colleague relationships Maintain communication channels regarding business performance, developments and changes via regular team meetings, ad hoc briefing sessions and one to ones with team supervisors Ensure up to date systems/ software and stay informed of standards and guidance document changes Provide performance reports/ statistics with a view to improve working practices and service delivery As a key member of the Management Team, you will be a positive individual who is highly motivated, knowledgeable and an enthusiastic champion of people, processes and systems. Resilient and resourceful with good organisational skills and the ability to communicate effectively at all levels and build good working relationships, you will be confident with systems, reporting and the analysis of data. You will have strong performance management skills and the ability to coach, train and motivate a team. You will also: Have excellent PC skills and technical knowledge, plus an awareness of Microsoft programmes Have a minimum of 5 O Levels or GCSEs, including English and Maths (preferred) Hold a SIA MG and CCTV licence (essential); previous use of CCTV systems is also an advantage Have effective communication and report writing skills and be able to evaluate information and action accordingly, prioritising work as required Have IT / Technical knowledge and an eye for detail Have knowledge of NSC services, security, health and safety and working knowledge of BS 5979 Have good organizational skills Have strong performance management skills Have experience of effective coaching and motivation of team member (essential) Have experience of change management Have a proven track record of handling difficult situations and finding appropriate solutions The OCS Group is one of the UK's leading providers of facilities management and property support services, employing over 25,000 people in the UK. We have been at the forefront of developing integrated Facilities Management, becoming a seamless extension of our clients' businesses by delivering best in class services. How have we achieved such success? It is through our dedicated teams of industry experts who work in partnership with our clients to deliver innovative FM solutions. This job was originally posted as