Keeping inmates secureCarrying out security checks and searchesSupervising prisoners and maintaining order – this can involve authorised physical control and restraintSupporting vulnerable prisonersPromoting anti-bullying and suicide prevention policiesGoing with prisoners on external visits like court appearances or hospital appointmentsPreparing inmates for release through rehabilitation programmesUpdating records and writing reports on prisoners

Pitching for new business – Contacting potential clients, preparing proposals, site surveys• Customer meetings including reviews – monthly incident reports, ad hoc reports, performance reviews, review of customers’ needs• Supervision of security teams – On site supervision, weekly welfare visits• Production of documentation adhering to ISO9001 – Client and site specific assignment instructions, visitors log book, daily occurrence log• Resource planning – planning for three static sites (using 15 operatives all with different availability), in addition to the static sites allocating the necessary operatives for four venues, requiring twelve operatives on Saturdays.• Customer invoicing – Ensuring correct invoices are sent on time, liaising with customers over any invoice queries and chasing them for payment if necessary.• Networking – Finding new contacts that can benefit the business with regards to training, expansion and improvement• Introducing improvements – Using technology to benefit the service the customer receives. Clocking in machines coupled with security tagging produces reports that the customer can have detailing the patrols that the operatives are doing whilst on night shifts.

Responsible for the provisioning of all products for Easynet Connect (SME part of Easynet Group).Improved Service Delivery process to focus more on the customer. Increasing customer contact both automated and via telephone.Defined Service delivery requirements during the CRM build.Improved key deliverable metrics through improved process.

Line management of the Business Support team. My team was responsible for resolving faults for our Business customers. Across a range of access, hosting and collocation products.Manage the support of faults and wider outages within the sla’s.Continual process improvement, to ensure a positive customer experience.