Job Description

Job Overview
Site Manager - Monday - Friday - must be flexible to cover training and holidays
Job Title: Site Based Manager
Reports to: Operations Manager
Responsible for: Site Supervisors / Security Officers
Job Purpose
The Site Based Manager is responsible for managing a designated portfolio of clients, ensuring all contracted and temporary hours are fulfilled by trained and professional security officers. The role ensures service delivery to the highest standards, strengthens client relationships, and drives staff development, contract retention, and business profitability.
Key Responsibilities * Customer Care

• Ensure all contracts are staffed to agreed levels.
• Manage site-based staff to maintain consistent service delivery and client satisfaction.
• Hold monthly minuted meetings with clients to review performance, introduce best practices, and suggest improvements.
• Provide Service Level Agreements (SLAs) and client visit reports for review with the Operations Director.
• Measure and monitor performance indicators to maintain/improve standards.
• Identify client needs, staffing requirements, and operational improvements within four weeks of contract start.
• Contribute at least one added-value initiative per month to enhance client service.
• Profitability

• Deliver divisional annual and period profit targets.
• Control expenditure within budget while maintaining service levels.
• Ensure contractual commitments are fulfilled; escalate any failures promptly to the Operations Director.
• Address and resolve client complaints in line with company quality procedures.
• Monitor staff turnover, absenteeism, and performance; support recruitment and retention to maintain >60% annual retention.
• Training and Development

• Provide at least 8 hours of supernumerary on-site training before officers join live shifts.
• Develop and support direct reports, ensuring clear succession planning.
• Liaise with the Training & Development Manager to ensure compliance with contractual and certification requirements.
• Promote training opportunities to improve staff skills and encourage career progression.
• Provide development opportunities for junior managers (Supervisors)
• Conduct regular performance reviews and appraisals in line with company policy.
• Managerial and Work Performance

• Ensure compliance with all Health & Safety requirements.
• Maintain accurate Assignment Instructions, reviewed annually, ensuring officer understanding and compliance.
• Conduct quality checks on administrative and call procedures.
• Support staff welfare needs and ensure vetting compliance with BS7858.
• Manage disciplinary, performance, and absenteeism issues in consultation with Operations Director and HR.
• Review invoicing, payroll, and debt management; negotiate price increases and contribute to re-tender processes.
• Ensure client invoicing and payroll data is accurate and submitted within 24 hours.
• Achieve activity targets in line with planned objectives.
• Communication

• Hold monthly meetings with direct reports.
• Monitor monthly client meetings, ensuring SLA performance is reviewed and actioned.
• Attend and contribute to annual strategic planning meetings.
• Work with the Control Room Manager, Operations Managers, and Supervisors to ensure assignments are fully supported and responsive to client needs.
• Contribute to and follow the Control Room Manual.
• Quality

• Ensure compliance with ISO9000/2001 standards, resolving non-conformances within 15 working days.
• Conduct and report audits in line with company quality procedures.
• Monitor and maintain serviceability of equipment.
• Promote and uphold the highest professional standards, ensuring a total quality approach with colleagues and clients.

Skills & Competencies

• Strong leadership and staff management skills.
• Excellent client relationship management and communication.
• Budgeting, cost control, and financial awareness.
• Knowledge of BS7499 and BS7858 compliance standards.
• Ability to identify service improvements and added-value opportunities.
• Strong organisational and problem-solving skills.
• Commitment to staff development and succession planning.

Performance Measures

• Contracted sites fully staffed to agreed standards.
• Positive client feedback and SLA compliance.
• Achievement of divisional profit and retention targets.
• Staff retention >60% annually.
• Completion of required training and certification renewals.
• ISO compliance with timely closure of non-conformances.
• Effective communication across staff, clients, and management.

Skills Required