Customer Service & Security Supervisor

Location: UTAC Millbrook, Bedford

Reporting to: Manager of Tracks, Property & Security

Job Description

A strong people-orientated supervisor is required to lead a team of Customer Service, Security and Emergency Response staff at the fast-passed customer focused and secure UTAC Millbrook site. The ideal candidate will have a professional attitude, strong people and supervisory skills as well as the ability to develop and maintain excellent standards of customer service and security performance from the team.

Roles and Responsibilities

  • To lead, motivate and support customer service and security staff to ensure maximum efficiency and effectiveness
  • Inspire a positive and professional ‘can do’ attitude to all other team members
  • Ensure the Security team is suitably staffed 24/7, 365 days a year
  • Ensure the highest standard of customer service is delivered to all guests
  • Ensure the on-site Emergency Response Team (ERT) training is at a suitable standard to maintain effective emergency cover
  • Provide protection of Company premises, assets and colleagues
  • Update, develop, review and implement Emergency Response, site access and egress and Security policies and procedures accordingly
  • Complete reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorised persons or unusual occurrences, escalate as required
  • Provide detailed report of and instances occurred during shifts, this must be cascaded to each member in the team
  • Ensure Security’s compliance with UTAC’s Information Management system at all times
  • Responsible for operational performance against agreed KPI’s
  • Provide reception and customer service duties, and assistance to the Track Control team
  • Be responsible for the planning and delivery of staff training courses as appropriate
  • Carry out staff appraisals
  • Implement a system of constant business improvement throughout the department
  • Managing and developing a professional and motivated team will be a key measure of success
  • Act in accordance with the behaviours for UTAC staff at all times.

Person Specification

  • Good general level of education
  • SIA Licence (preferred)
Core competencies:
  • Strong people, leadership and motivational skills
  • Ability to assess situations and plan accordingly
  • Excellent IT, written and verbal skills
  • Excellent interpersonal skills and the ability to communicate effectively with both staff and guests
  • An excellent knowledge of customer care
  • The ability to work with technical equipment (e.g. CCTV and radios)
Advantageous Qualities:
  • Supervisory experience (mandatory)
  • Experience in a customer-focussed and security roles
  • Knowledge of emergency response (fire, rescue and first aid)
Personal Behaviours:
  • Highest levels of integrity and commitment
  • Ability to deliver excellent results
  • Flexible and adaptable
  • Driven and self-motivated
  • Having full colour vision
  • Having suitable physical fitness
  • Flexibility to travel as and when required
  • Hold a full UK driving licence
  • SC clearance or ability to achieve this if required (UK national with residency in the UK for the last 5 years)
  • Willing to undergo a Criminal Disclosure check

Shift Pattern: This is a role working Monday to Friday 40-hour per week, with flexible working times between 07:00 and 17:00hrs

To apply please email your cover letter and CV to