Operations Manager – Manned Guarding & Response

About this role

The ExcluSec Group

Hours: 40 hours per week, with flexible working arrangements

Vehicle: Company pool vehicle available for business travel

We are looking for a proactive, customer-focused Operations Manager to oversee service delivery across our manned guarding and response contracts.

Based in Bolton, you will build strong relationships with our clients, maintain a visible presence across our sites and support our security teams to deliver the standards expected by The ExcluSec Group.

Our supervisors manage day-to-day operational activities. Working closely with them, your focus will be on customer service, client and staff engagement, service quality and the successful introduction of new sites.

Key responsibilities

Client relationships and customer service

• Act as the main operational contact for assigned manned guarding and response clients.
• Visit clients regularly, understand their requirements and maintain positive working relationships.
• Hold service review meetings, discuss performance and follow through on agreed actions.
• Take ownership of complaints and escalated service issues, ensuring prompt resolution and clear communication.
• Identify opportunities to improve services and support client retention.

Staff engagement and leadership

• Carry out regular site and welfare visits, meeting staff across both day and night shifts.
• Ensure officers understand their duties, client expectations and company standards.
• Support and guide supervisors, maintaining clear accountability for service delivery.
• Identify training needs, recognise good performance and address concerns promptly.
• Work with the relevant managers on recruitment, induction and staff performance matters.

Service delivery and quality

• Monitor performance against contractual requirements, agreed response times and service standards.
• Check standards of presentation, attendance, patrol completion, reporting and customer service.
• Oversee the quality of keyholding, alarm response, mobile patrol and locking and unlocking services.
• Review incidents and service failures, ensuring corrective actions are completed.
• Ensure assignment instructions, site information, access arrangements and escalation procedures remain accurate and up to date.
• Work with supervisors and the wider operations team to maintain reliable staffing and service continuity.
• Ensure staff have suitable equipment, information and support to carry out their duties safely.

New sites and continuous improvement

• Coordinate the mobilisation of new contracts and changes to existing services.
• Meet clients to confirm requirements and ensure arrangements are ready before services begin.
• Coordinate site instructions, staff briefings, training, equipment and key or access handovers.
• Review new sites after commencement to resolve issues and confirm service standards.
• Provide management updates on client feedback, staff concerns, performance and improvement actions.

About you

We are looking for someone who has

• Experience supervising or managing security services, ideally across multiple sites.
• A good understanding of manned guarding, keyholding and mobile response operations.
• Strong customer service skills and confidence meeting clients.
• The ability to lead, support and communicate effectively with staff.
• Good organisational skills and the ability to prioritise competing demands.
• A practical approach to resolving problems and following actions through to completion.
• Confidence using scheduling systems, incident reporting tools and Microsoft Office.
• A full driving licence valid in the UK.
• Flexibility to visit staff and clients at different times, including nights.

Experience mobilising new security contracts and a current frontline SIA licence would be advantageous.

Working arrangements

The role is salaried at 40 hours per week. Most weeks will be worked Monday to Friday, with working hours planned flexibly to meet client and operational needs.

Regular evening and night visits will form part of the role so that staff across all shifts receive management contact and support. These visits will be planned within the working week, with occasional weekend working where required.

A company pool vehicle is available for business travel.

Requirements

• A valid SIA Door Supervisor licence.
• A valid SIA CCTV (Public Space Surveillance) licence, or willingness to obtain one. We can provide the CCTV course for the right candidate.
• Previous experience in security supervision or management, ideally within manned guarding or mobile response services.
• A full UK driving licence and willingness to travel regularly between client sites.
• Strong customer service skills, with the confidence to meet clients and handle concerns professionally.
• Good leadership and communication skills, with the ability to support, motivate and manage staff.
• Strong organisational skills, attention to detail and the ability to work independently.
• A practical understanding of incident management, health and safety, staff welfare and security procedures.
• Good written English, including the ability to produce clear incident reports and client updates.
• Confidence using Microsoft Office, email and scheduling or reporting systems.
• A professional appearance, reliable approach and commitment to maintaining high standards.
• Flexibility to work days, evenings and nights, with occasional weekend working when required.
• The right to work in the UK and the ability to complete the company’s security screening and vetting process.

Desirable: Experience starting new security contracts, conducting site audits, delivering staff training and using C247 or similar scheduling systems.