Detention Custody Officer Manager - Luton / Stansted

Mitie's Care + Custody business, which specialises in custodial management services. We are a longstanding outsourcing partner to the UK government, helping manage immigration, provide facilities management services to part of the prison estate, and delivering forensic medical services to over 50 police custody facilities throughout England, Wales & Northern Ireland. We are currently 1200 team members strong and are continuing to expand our services into new areas across the UK and we want you to share in that success.

Delivering the exceptional, every day

•       Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

•       Our promise to our people: a place to work where you can thrive and be your best every day.

•       Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

•       Our culture – our core values and how we behave:

o   We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o   We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o   We go the extra mile: whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o   Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o   Our customers’ business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

·       To manage area of responsibility, ensuring a safe and secure environment of the highest standards, provided in line with contractual, company and Home Office standards

Provide advice, coaching and support to staff in order to maximise the efficient and effective running of the units assigned to

1.     Manage the provision of a safe and secure environment of the highest standards, provided in line with contractual, company and Home Office standards

2.     Assist in the  development and delivery of your area of responsibility, ensuring you meet contractual and company requirements

3.     Manage the implementation of all routines and systems, including documentation, and monitoring these to ensure the effective running of allocated units

4.     Develop links with appropriate external stakeholders as required

5.     Deploy staff effectively and appropriately to ensure the cost effective, smooth running of the operation

6.     Ensure all operational and emergency procedures are adhered to in line with company policy

7.     Coach and support staff development to maximise staff performance, motivation and contribution

8.     Manage and monitor staff to ensure contractual obligations and company standards are met at all times.

9.     Organise and manage the provision of timely accurate data for management recording and decision making.

10.   Implement and monitor effective ACDT systems to minimise incidents and issues within the area

11.   Manage resources effectively and efficiently to ensure quality of service and best value for money

12.  Ensure diversity is achieved in decisions regarding recruitment, promotion and developing the team, so we harness the best local talent and develop a wide range of individuals for future opportunities

13.  Seek opportunities for continuous improvement: sharing ideas and innovating solutions whilst respecting essential Contractual, legal and wider Company requirements

Undertake other managerial duties, reasonably expected at this level, as required, to ensure the smooth and effective running of the area

Essential

·       Experience of working within a custodial environment is required for this role

·       Relevant experience of managing others:  setting objectives, 1:2:1 reviews and performance management, leading and inspiring a team

·       Confidence in working with individuals with behaviours that may challenge the services

·       Able to assess and manage risk of individuals

·       Competent in Basic-level skills in Microsoft Outlook, Word and Excel and central IT systems (e.g.  Data entry and ability to access information about residents)

·       Inter-personal skills:  Confident engaging with a wide and diverse range of people, with sensitivity, dignity and respect

Desirable

·       Qualifications or relevant experience equivalent to Level 3 or above:  e.g.  A or AS level, Advanced Apprenticeship, International Baccalaureate diploma, Level 3 Awards, certificates or diplomas, Level 3 NVQ

Relevant Care & Custody Competencies:

Resident Care and Management

·       Creates and encourages a climate which is resident focussed

·       Regularly gives feedback to staff on resident feedback/information

·       Models the company’s commitment to resident care and management

·       Monitors and evaluates resident care and management service delivery

·       Interacts with residents easily, quickly building rapport but maintaining professional distance

·       Is impartial, fair, assertive, consistent and confident with residents

·       Treats residents with respect as individuals and encourages residents to do the same to others

Delivering Excellence

·       Develops a climate that values quality/ excellence

·       Champions and models Care and Custody’s commitment to Excellence

·       Establishes and maintains standards

·       Encourages a climate which looks to develop new or different ideas and approaches

Communication

·       Builds effective communication within a group or team

·       Shapes communication to suit the audience/individual

·       Presents ideas/information clearly, interestingly and enthusiastically

·       Sensitive in communication, taking account of the possible thoughts, feelings and concerns of others

Safety, Dignity & Diversity

·       Creates a culture which recognises and respects individuals human rights

·       Creates a culture which values diversity

·       Creates a culture which is committed to health & safety

·       Evaluates and monitors the delivery of services to prevent discrimination and maintain safety

Planning & Organising

·       Delegates tasks, whilst supporting and monitoring progress, to ensure plans are achieved

Decision Making

·       Interprets and evaluates information critically and objectively

Recognises assumptions

·       Can see all sides of an argument

·       Identifies key issues and effective courses of action

·       Relates different pieces of information and recognises trends

·       Thinks through consequences of different courses of action

·       Considers risks

Change Orientation/Flexibility

·       Promotes a culture and creates a climate where change and innovation is understood, encouraged and embraced

·       Identifies and champions organisational change and development

·       Role models a positive approach to change and innovation

·       Gets commitment for change from others

·       Identifies and articulates when and where change is necessary and beneficial

·       Develops an effective action plan to introduce and implement change

·       Recognises discomfort that change can bring and provides support

Leading, Valuing & Developing People

·       Creates a culture that values people and recognises their contribution

·       Inspires and harnesses commitment, enthusiasm and determination in others to achieve

·       Defines clear accountabilities

·       Delegates effectively, appropriately and fairly

·       Promotes opportunities for development

·       Seeks staff views

·       Sets clear, challenging and realistic objectives with realistic timeframes and deadlines

·       Regularly evaluates staff effectiveness

·       Gives constructive feedback on performance

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.

At Mitie we know that ‘our diversity makes us stronger’. We’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.