Operations Support Manager

First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together. We are pioneers in our field, and we seek to inspire every person to reach their maximum potential.

The Operations Support Manager provides essential support to FRG’s Operations Managers, ensuring the consistent delivery of high quality site and client management. This role is responsible for coordinating logistical activity across multiple locations, including site setups, mobilisations, and ongoing operational support. A key focus of the role is maintaining compliance with company policies, security standards, and contractual requirements.

The Operations Support Manager actively contributes to operational efficiency by supporting workforce planning, monitoring officer welfare, and ensuring the effective implementation of security protocols. Working closely with internal teams and external stakeholders, the role ensures smooth day‑to‑day operations and the professional delivery of services across all assigned sites.

This position operates on a rolling shift pattern of 3 days, 3 nights, followed by 3 days off.

First Response Group is committed to encouraging equality, diversity and inclusion across our workforce and eliminating unlawful discrimination. We are a Living Wage Foundation Recognised Service Provider, accredited to the Inclusive Employers Standard, a Disability Confident Committed employer and a signatory of the Armed Forces Covenant.

About the RoleOperational Support & Logistics:

•Assist in the setup and mobilisation of new sites, ensuring timely delivery and deployment of necessary equipment, uniforms, and resources.

•Conduct site surveys to assess operational requirements and provide input for mobilisation planning.

•Support the Operations Managers in managing client expectations, maintaining high service levels, and ensuring smooth day-to-day operations.

Welfare & Compliance:

•Carry out regular welfare checks on security officers across various sites to ensure their well-being and address any concerns.

•Ensure sites operate in full compliance with up-to-date Assignment Instructions (AIs), Risk Assessments & Method Statements (RAMS), and all operational requirements.

•Monitor adherence to health and safety standards and report any non-compliance issues.

•Provide training to site-based Officers to ensure site based compliance and customer expectations.

Technology & Equipment Management:

•Oversee the deployment and functionality of security equipment, including body-worn cameras, patrol systems (Coredinate), Big Change, Timegate and other operational technology.

•Ensure all security officers are equipped with and trained on the necessary devices, applications, and operating systems.

•Conduct audits on site technology and equipment to maintain functionality and efficiency.

Incident & Escalation Support:

•Provide on-the-ground support during critical incidents, assisting the Operations Managers in resolution and escalation procedures.

•Liaise with clients and security teams during emergencies, ensuring prompt and professional handling of situations.

•Maintain records of incidents and contribute to continuous improvement strategies.

Reporting & Continuous Improvement:

•Compile reports on site visits, compliance checks, and welfare assessments.

•Provide feedback and recommendations to improve operational processes and client satisfaction.

•Contribute to the continuous enhancement of FRG’s security services through innovation and best practices.

Requirements

Key Skills & Competencies:

•Strong organisational skills with the ability to manage multiple sites and tasks effectively.

•Excellent problem-solving abilities, particularly in fast-paced and operational environments.

•Strong communication and interpersonal skills to interact with security officers, clients, and senior management.

•Knowledge of security operations, compliance regulations, and site mobilisation processes.

•Technical proficiency in operating and troubleshooting security systems, including Coredinate patrol systems and body-worn cameras.

•Ability to work independently and within a team, on a shift-based schedule.

Qualifications & Experience:

•Experience in an operational or security supervisory role, preferably within the facilities management or security industry.

•Knowledge of security compliance, risk assessments, and health & safety standards.

•Previous experience with site mobilisations, client management, and welfare checks is desirable.

•Proficiency in using security technology and reporting tools.

•Full UK driving licence essential