Operations Manager

Company Description

Northern Security is growing, and we are looking for an Operations Manager to manage our Security Officers across Carlisle and Cumbria.

We are a leading guarding, alarm response, and electronic security provider operating across the North of England and South West Scotland.

The company has built a strong reputation through many years of experience managing security contracts for a wide range of sectors, including blue‑chip organisations, education, health, local authorities, airports, and maritime facilities. With a network of offices, a fully trained workforce, and advanced security technology, Northern Security Ltd delivers reliable services that meet and often exceed demanding contractual requirements.

The business offers a comprehensive range of services, including personnel security, mobile patrols, alarm response and keyholding, intruder alarms, CCTV, fire alarms, and access control. Northern Security Ltd is fully compliant with SIA regulations, and its systems division holds NSI and BAFE accreditations.

Role Description

You will be out on site regularly, getting to know our officers, checking in on their welfare, carrying out KPI visits and appraisals, and making sure they have the training they need for the sites they work on. Where there are performance issues, you will deal with them.

Reporting to the Head of Operations, you will lead the officer team across the region and work with our customers to make sure they are happy with the service they receive.

Our operation runs 24/7, so this is not a 9 to 5 role. You will plan your own hours around the needs of the business, which will predominantly include evenings, nights and weekends, and you will also cover Security Officer shifts when needed.

What you will be doing

Officer Management & Welfare:

• Build good, long-term working relationships with our Security Officers
• Lead the team across the region and set clear performance objectives
• Carry out regular KPI visits and welfare checks
• Provide relief Security Officer cover when required

Performance & Development:

• Carry out 1-2-1s, performance reviews and appraisals
• Give feedback and coaching to help officers improve
• Deal with performance issues, including investigations and meetings where needed

Inductions & Training:

• Carry out inductions for new officers
• Complete training plans with officers and make sure site requirements are met

Customer Liaison:

• Keep track of customer feedback and satisfaction
• Deal with customer issues on site and look for ways to improve the service
• Work with the wider team to resolve operational issues

What we are looking for

Essential Requirements

• Experience of managing a team
• Experience of building and maintaining customer relationships
• Good IT and admin skills
• Full UK driving licence
• SIA licence, or willing to obtain one
• Able to work flexibly, including evenings, nights and weekends

Advantageous Experience

• Experience in the security industry

Key Competencies

• Good communicator who can build relationships at all levels
• Able to solve problems and make decisions
• Well organised and good at managing your time
• Open to feedback and confident giving it