OPERATIONS MANAGER

(Residential Concierge, Security & Cleaning Operations)

Location: London / Hybrid

(Candidates must reside within approximately 1 hour of Central London due to operational response requirements.)

Employment Type: Full-Time | Permanent

Experience: Minimum 3-5 years

Requirement: SIA License

Reports to: Director

Salary: £55,000 – £60,000 DOE

Role Overview

To lead and control day-to-day operational delivery across NSN’s residential Concierge, Security and Cleaning portfolio, ensuring service standards, staffing stability, incident response, compliance, client satisfaction, and operational performance are maintained at all times.

This is a senior operational leadership role requiring both strategic oversight and hands-on operational involvement across multiple sites.

The role includes operational on-call responsibilities and requires attendance to serious incidents, staffing escalations, client issues, and operational emergencies outside normal office hours where required.

Key Responsibilities

Operational Management

Oversee operational delivery across multiple residential and mixed-use developments

Ensure sites operate in line with Assignment Instructions, SOPs, client requirements, and NSN standards

Conduct operational audits, inspections, and compliance reviews

Monitor service quality, operational performance, staffing levels, and standards across the portfolio

Ensure operational issues are identified early and resolved proactively

Support mobilisation and stabilisation of new contracts and operational transitions

Incident Management & Escalation

Receive, review, investigate, and action operational incident reports

Manage operational escalations and serious incidents from initial response through to resolution

Attend sites where operationally required following incidents, emergencies, complaints, staffing failures, or client escalations

Ensure corrective actions are implemented, monitored, and closed out properly

Maintain professional communication with clients during operational incidents and recovery periods

Client Relationship Management

Maintain strong operational relationships with clients, managing agents, and site teams

Attend client meetings, operational reviews, and service discussions

Handle operational complaints, performance concerns, and service recovery actions
professionally

Support client retention through visible operational leadership and service stability

Staff Leadership & Workforce Management

Support recruitment, onboarding, deployment suitability, and operational induction processes

Manage operational supervisors, OCO teams, Control Room functions, and site-based staff

Monitor staff conduct, punctuality, presentation, professionalism, and operational compliance

Support training, coaching, performance improvement, and disciplinary escalation where required

Ensure staffing continuity and escalation management during absences or operational shortages

Compliance, Reporting & Systems

Ensure accurate operational reporting through NSN System & App CNTM

Review incident reports, audits, handovers, patrol records, and operational submissions

Maintain audit-ready operational evidence and compliance standards

Ensure incidents, corrective actions, and operational concerns are escalated appropriately

Support implementation and continuous improvement of digital operational systems and controls

Out-of-Hours Responsibilities

Participate in operational on-call rota

Respond to emergency operational escalations outside standard office hours

Coordinate staffing and operational response during incidents or major service failures

Attend sites where required to stabilise operations or support incident management

Requirements

Minimum 3–5 years’ experience managing multi-site operations within residential, security, facilities management, cleaning, hospitality, or front-of-house environments

Proven experience handling operational incidents, staffing escalations, and client-facing service delivery

Strong operational leadership and decision-making capability

Excellent communication and client management skills

Ability to remain calm and organised under pressure

Strong understanding of operational compliance, standards management, and workforce control

Comfortable using digital operational systems, reporting platforms, and workforce
management tools

SIA licence required (licensing support can be arranged following successful completion of probation period)

Full UK driving licence advantageous

Flexible approach to operational demands, emergency response, and out-of-hours
escalation management