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Company DescriptionMitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices.
Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.Values:
Delivering the exceptional, every day
our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
Our promiseto our people:
a place to work where you can thrive and be your best every day.
- Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
- Our culture – our core values and how we behave:1.
we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.2.
We are built on integrity and trust:
integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.3.
We go the extra mile:
whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.4.Our diversity makes us stronger:
we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.5.
Our customers' business, is our business:
we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do
- Knowledge of relevant procedures
- Level of customer Service
- Team Player
- Health and safety awareness and knowledge
- CommunicationAt Mitie we know that 'our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.
Job Description· Responsible for the overall successful delivery of the Escorting Services contract.· Ensuring all operational, commercial and financial key performance indicators are consistently achieved.· Building and maintaining an effective senior leadership team with a clear focus on people, the customer and expected standards of service delivery.· Provide appropriate managerial and strategic support to both 'In Country' and 'Overseas' Escorting management teams.· In conjunction with the Immigration Services Director, identify strategic priorities for Escorting Services.
Monitor the implementation and progress of agreed objectives and plans.· Build and maintain collaborative, strategic partnership relationships with our Home Office customer and key stakeholders.· Develop a culture within Escorting Services where people are respected and valued, treated with dignity, and diversity, inclusion and equal opportunities forms the basis for· Embed effective employee engagement and communication strategies to promote a positive working environment across the business.
Develop forward looking business plans that support our customers longer term needs and help grow the business.· Attract and/or identify talented individuals, promote learning and professional development to help improve attrition and create effective leaders of the future.· Establish and maintain appropriate and good working relationships with recognised Trade Unions.· Contribute to and implement the agreed Escorting Services business strategy.· Develop plans to ensure resources (people, financial, facilities, etc.) are available to support strategic growth.
Customers· Ensure the Home Office customer, service users, and other key stakeholders are fully satisfied with the service provided.· Monitor performance indicators across the contract to ensure standards are constantly maintained and improved.· Operational leads to achieve required performance standards· Ensure that all direct reports have a comprehensive knowledge of the ES contract and required standards· Regularly review progress of all major Escorting Services objectives.· Liaise with the business development team to identify new business opportunities and support business development activity.· Maintain and promote the reputation of the company across the business· Review Bid submissions to ensure operational commitments can be achieved· Ensure Employee and Detainee complaints are managed in line with company procedures.
Profitability· Prepare / manage budgets as required.· Review, manage and control all costs.· Investigate and report on variances to budget.· Ensure that there is efficient and effective deployment of staff within the contract with regard to contractual needs.· Ensure clients are billed accurately by working closely with the finance teamLearning and Development· Monitor recruitment activity to ensure that the Target Operating Model in the Escorting Services contract is correctly maintained and that all staff have the relevant pre-employment, checks including CTC clearance as required.· Monitor activity to ensure staff receive relevant training and refresher training for their role including that dictated by contractual obligations and mandatory training requirements· Monitor activity to ensure that all staff receive Inductions and ongoing professional development· Manage, support and develop all direct reporting managers within the business.· Set Operational Managers clear objectives with agreed timescales· Conduct MiReviews with direct reports and ensure that appraisal processes and timescales are adhered to in line with company proceduresPeople Management· Ensure that all staff comply with the Statutory, Home Office and Mitie Group requirements.· Develop, maintain and promote company culture, vision and values.· Delegate and co-ordinate your workload to ensure targets are achieved.· Ensure direct reports deal with all issues regarding Grievance and Discipline matters in accordance with company policy.· Ensure all other company procedures and instructions are followed at all times.· Support the business in any area as required by the Immigration Services Director· Monitor staff turnover, absenteeism and performance standards.· Ensure that controls are in place to underpin the management of accurate payroll information, advised to Shared Services in a timely manner as required.· Ensure that the "One Workforce" model is introduced and that DCO employees rotate between ICE/OSE Operations to deliver robust operational flexibility.
Team & Client Meetings· Plan / attend meetings as required with direct line reports, functional managers and other Directors.· Attend HO contract meetings as required.· Promote effective communication skills to maintain and develop relationships with customer and colleagues.· Respond to all customer requests in a timely fashion.· Communicate strategy and direction of the business to relevant personnel.
Compliance· Ensure that Home Office & other governance standards within the contract are adhered to· Regularly review the quality of contract delivery and supporting documentation.· Ensure all suppliers are on the approved supplier list and conform to contractual agreement.· Develop and maintain service level agreements for all major contracts.· Ensure compliance with Statutory and Mitie Group requirements with regard to Health and Safety across the contract· Maintain the highest professional standards as an employee, ensuring that a total quality approach is adopted to both colleagues and clients.
Qualifications· Extensive experience within a Senior Operations role in the Custodial arena· Competent senior manager with extensive contract management experience· Proven leadership and people management experience· Experience of working across multiple business units· Good knowledge and understanding of operational management within secure environments· Complies, at all times, with the Company's legal and regulatory policies and procedures and importantly quality ethos· Competent user of MS Office; good IT literacy· Excellent presentational skills· Must be willing, and able, to pass EDBS & security vetting up to Counter Terrorism Level (CTC)Please see below for the Care + Custody competencies and MITIE values and behaviours that are important for this role.
Additional InformationHealth and Safety responsibilitiesFollow Group and company policies and procedures at all times;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 SecurityEnsure 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; NoteThis job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken.Specific tasks and objectives will be agreed with the post holder throughout the period of employment.
The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.Summary
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