Purpose of the Role
The purpose of the Security Duty Manager is to take responsibility for providing guidance to and supervision of team leaders and operational staff. You are responsible for ensuring that company policies and procedures relating to security are delivered into the centre operation and that all teams operate to the highest standards possible and follow the company security strategy at all times.
You will be expected to communicate at all levels and you will be a fully active member of the management team and expected to work closely with all members of the security team and be visible on the mall in driving forwards standards of service delivery.
You will have a sound knowledge of a control room operation and have the ability and drive to maintain a high standard of service within the centre CCTV control room ensuring that all company policies and procedures relating to the operational technology and Data Protection are complied with.
You will have to work closely with and support your immediate line manager in delivering in the security standards required.
Key Responsibilities
Behaviour & Culture
- Demonstrate and promote a World Class Service culture across the centre, leading by example.
- Promote a positive culture of compliance, communication, consistency and collaboration.
- Act as an ambassador for the centre, security function and wider business.
- Build strong, professional relationships with retailers, contractors, colleagues, visitors and external stakeholders.
- Promote teamwork, high standards, professionalism and continuous improvement.
- Support corporate responsibility initiatives and community activities.
Security Operations
- Maintain the security, safety and integrity of the centre, its assets, equipment and information.
- Lead and supervise the security team, ensuring appropriate staffing, deployment and operational coverage.
- Ensure all security duties are delivered in accordance with assignment instructions, centre procedures and company policies.
- Oversee control room operations, CCTV/surveillance, service yards, access/egress and car park security.
- Ensure regular centre patrols are completed and security issues, suspicious activity and unauthorised access are identified and managed promptly.
- Ensure security equipment, communication systems and operational records are properly maintained.
- Ensure incidents and emergencies, including fire alarms, bomb threats and other security events, are managed effectively and reported appropriately.
- Maintain accurate incident, health & safety, daily occurrence and other required records.
Team Leadership & People Management
- Act as the shift line manager for Security Controllers and Security Officers.
- Lead by example, maintaining high standards of conduct, appearance, professionalism and customer service.
- Brief, support, motivate and develop the security team to deliver consistently high standards.
- Identify training and development requirements and support employee career development.
- Monitor attendance, sickness, performance and conduct, addressing issues fairly and consistently.
- Support employee welfare and maintain positive team morale.
- Ensure appropriate action is taken where performance or conduct falls below expected standards.
- Maintain accurate time and attendance information for payroll purposes.
Stakeholder & Relationship Management
- Develop and maintain effective working relationships with retailers, contractors, visitors, emergency services and centre departments.
- Provide a professional, courteous and customer-focused service at all times.
- Liaise with the Soft Services Manager, Centre Management and external organisations as required.
- Provide support and guidance to contractors and visitors, ensuring compliance with centre procedures.
- Communicate effectively with colleagues and ensure teams are appropriately briefed and supported.
Compliance, Health & Safety & Centre Management
- Ensure compliance with company policies, centre procedures, security assignment instructions and relevant legislation.
- Maintain a safe, secure and welcoming environment for visitors, retailers and colleagues.
- Ensure fire safety, emergency response and other safety checks are completed as required.
- Monitor and report building management system faults to the appropriate department.
- Maintain confidentiality of business, security and employee information.
- Provide accurate and timely operational reports to the Soft Services Manager and senior management.
- Attend management, retailer and other meetings and nominated training courses as required.
- Take responsibility for personal development and maintaining the highest professional standards.
- Undertake any other duties reasonably requested by management in line with the role.
Customer Service
- Deliver a consistently high level of World Class Customer Service to visitors, retailers, contractors and colleagues.
- Proactively assist visitors and respond positively and professionally to their needs.
- Ensure the centre remains a safe, welcoming and non-threatening environment.
- Handle incidents, complaints and challenging situations professionally, calmly and appropriately.
- Maintain a professional appearance and comply with all uniform and grooming standards
Skills, Knowledge and Experience
Person specification:
- Excellent communication skills, with the ability to communicate clearly and confidently with colleagues, centre management, retailers, contractors and members of the public.
- Customer-focused and approachable, with a positive and engaging manner.
- Self-motivated and accountable, with the ability to work independently and take responsibility for decisions and actions.
- Calm and composed under pressure, with the ability to respond effectively to challenging situations and incidents.
- Professional and presentable, maintaining high standards of personal appearance and conduct.
- Flexible and adaptable, with a positive “can-do” attitude and willingness to support operational requirements.
- Reliable and committed, with the ability to consistently attend work in accordance with the required shift pattern.
- Flexible regarding working hours, including variations to shift start and finish times where operationally required.
- Able to travel reliably to and from the centre, using own transport or public transport, in accordance with the shift pattern.
Qualifications and Experience:
Essential:
o Front Line SIA licence.
o Experience of working in a customer focused environment.
o First aid qualified or willing to work towards qualification.
Desirable:
o CCTV SIA licence.
o Professional or further qualification in security.
Working Hours - 56 hours per week - working a shift pattern: 7 on 3 off, 7 on 4off (days, nights, weekends)
Salary - £45,059
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Please see our Benefits Booklet for more information.
