Reader Invigilation Manager

Location: Indiana

* Ensure Reader Invigilation Officers are fully conversant with their responsibilities and requirements as stipulated in the Security Operations Manual.
* Periodic analysis and audit of security systems and procedures to drive a process of continuous improvement.
* Management of Information Security administration.
* Report issues and faults to the Estates and Facilities team, following up when required.  Act as the point of contact for contractors carrying out checks and repairs.  Confirm works have been completed satisfactorily, to standard, and on time.
* Effective stakeholder engagement: liaising with Document Services Managers and Collection Care colleagues to maintain and review standards.
* Delivering customer service excellence ensuring customers are efficiently assisted in a courteous and friendly manner that is helpful and responsive to our customers’ needs.
* Liaising with the Enquiry Service Manager regarding issues that may impact on operational deliveries.
* Ensure all Security Officers are trained and kept up to date on evacuation procedures.
* Supporting the security staff during emergency evacuations and securing the main point of entry and egress.  Assume responsibility for the evacuation of the first and second floor reading rooms.
* Appropriate rosters are devised for the various duties - overseeing and assisting the Supervisor with this where necessary.  All requests for annual leave are managed and controlled, ensuring that there is adequate cover to maintain services at all times.
* Represent the Reader Invigilation team at senior management meetings and other meetings as required.
* Performance reviews and appraisals are carried out with all staff as required.
* Performance and attendance issues are addressed at the correct time in accordance with our policies and procedures.
* Investigating and responding to all customer complaints, comments, and suggestions, implementing corrective actions when required.
* Identify training and development requirements for the Supervisor and Officers within the Reader Invigilation Team, ensuring that they all have a training and development plan that is reviewed and actioned as required.
* Works well as part of a team and is capable of leading, managing, and motivating staff
* Experience in a security management or customer facing management role
* A sound working knowledge of security best practice and legislation affecting the security role.
* Current SIA CCTV Operator Licence, or willingness to obtain same
* Excellent communication, influencing, negotiating and engagement skills.
* Sound judgement and decision-making skills with a ‘hands on’ problem solving approach, able to remain calm under pressure and take control of incidents.
* Basic IT skills with a working knowledge of the range of MS office packages
* Familiarity with public services practices
* Knowledge of the Cabinet Office Security Policy Framework Document
* This role requires on site presence and is not suitable for home working.
* The working pattern for a full-time position is Tuesday – Saturday and includes some late shifts (10:50-19:02) on a Tuesday/Thursday.
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