Purpose of the Role
The purpose of the Operations Team Leader role is to take responsibility for setting the standard and leading the Security team to deliver an exceptional customer experience. You will have direct line management responsibility for a large-scale multifunctional team. The role will involve developing and delivering our service model in line with our strategic organisational objectives to become an "employer of choice.”
You will be an inspirational leader, presentable and a natural communicator with the ability to adapt to a fast-paced changing environment.
You will proactively champion brand initiatives through clear communication, coaching and engagement with the delivery teams. You will be able to build strong working relationships with external agencies and stakeholders.
You will have enhanced customer relationship skills. You will have the ability to act decisively with an uncompromising eye for detail. You thrive managing a diverse and omnicompetent team.
Key Responsibilities
Behaviour and culture:
- You have a sharp vision for the application of World Class Service in all endeavours. You lead by example, uplifting the team, and instil a passion for excellence in delivering customer service. World Class Service not only relates to our customers, but to all stakeholders, including contractors, retailers, and colleagues.
- You promote our operational focus on compliance, communication, consistency and collaboration in all you deliver.
- You support corporate responsibility objectives including personal support to community projects and activities.
- You are an ambassador for the centre and for health and safety, and as such you will actively promote recognition for the team, the Centre, and the wider business through your exemplary behaviour.
- Promote healthy lifestyles and positive mental health and wellbeing, through workplace initiatives, promoting support and escalating concerns to relevant people.
Main Duties:
- Understanding the key aspects of the security strategy for the centre and to follow instruction from your line manager to deliver that strategy into the security team through effective supervision and leading by example.
- To deliver outstanding customer service to all visitors and colleagues and retail partners with the centre.
- To maintain and develop the customer service standards of the centre.
- To supervise the performance of the team within the operational department.
- Organise staff rotas and holiday to maintain an effective operational team within your department.
- Update shift status boards to ensure that all security staff on the shift rota know where staff are deployed.
- Manage sickness, absence and return to work interviews as directed by your immediate line manager and in line with the company HR policy.
- Through effective supervision ensure that the security team are well groomed in appearance at the beginning of their shift and at all times when on duty in line with the company uniform policy.
- Hold security specific team briefings and impart specific security information in relation to both national and local security threats and intelligence.
- Coaching, training and mentoring team members and new members of the security team on how conduct their security duties in line with company policy and the company security strategy.
- Ensure that a customer focused security culture is maintained at all times and situations in line with company policy and safe hold training.
- Respond to all incidents in the centre and car parks and provide appropriate leadership and guidance to manage incidents to a safe and satisfactory conclusion.
- Conduct Performance Reviews, Welfare checks, Accident and Incident Investigations.
- Liaise with Human Resources on Conduct and Performance related matters, to include informal and formal investigations.
- Responsible for issuing enforcement notifications to relevant excluded parties and ensure that all information is collated in accordance with the data protection act.
- Act as Bronze commander in the event of a serious/major incident at the centre.
- To have pride in the centre and help to maintain its high standards in all areas of your work.
- Undertake any other reasonable duties as required to meet the needs of the business
Control Room Duties:
Responsible for the ‘live’ operation of the Control Room and the Control Room Assistants by managing the essential functions of;
- Monitoring CCTV of all common and public areas of the shopping centre
- Providing central leadership as “Silver” until Senior Duty Manager arrives during emergency and evacuation procedures
- Ensuring the health, safety & welfare of security personnel
- Reporting and recording incidents that affect Centre Operations to Savills’ National Operations Centre (NOC)
- To ensure compliance of the team with Assignment Instructions / Standard Operating procedures at all times
- Ensure all control room equipment including life safety systems is operational and any faults are reported and actioned in a timely manner
- Ensure the control of access to and movement of persons and vehicles within all secure areas of the centre including service areas and car parks.
- Take responsibility for effective radio traffic to maintain professional communications.
- Take responsibility for the issuing of contractor permits and keys
- Any other adhoc duties may reasonably be required from time to time
Skills, Knowledge and Experience
Person specification:
- Exceptional customer service skills with the ability to deal with internal and external stakeholders.
- Experience of coaching and mentoring staff with diverse skillsets and backgrounds.
- Excellent organisational skills with the ability to balance competing priorities and workloads.
- Highly developed analysing, influencing and relationship management skills.
- Flexible, problem solving skills and the ability to remain calm under pressure.
- Excellent communicator at all levels, fluent in English and enjoys working as part of a team.
- Able to work on own initiative, be flexible and reliable and keen to gain skills.
- Maintain a smart appearance at all times in line with the Company dress code.
- You need to be able to follow instructions and be confident in briefing in key messages to your direct reports.
- Willingness to undertake Duty Management Training to support the SDM and for confident decision making in line with site plans over the entire campus.
Qualifications and experience:
Essential:
- Current or previous experience working in a supervisory role with direct line management experience
- Experience working with the public either in a public sector, retail, hospitality or security function
- To hold or be willing to attain a front-line Public Space Security CCTV SIA License
- To hold or be willing to attain an IOSH managing safely qualification
Desirable:
- Hold a front-line SIA Door Supervisor Licence (If not already held, training will be provided with a requirement to be successful within 12 weeks of appointment)
- Experience with Accident Investigations, and Incident Investigations, and / or willingness to undertake training.
Working Hours - Average of 42 per week on a rolling 4 on 4 off pattern of 08:00-20:00 shifts, and a rotational night shift pattern of 20:00-08:00 occurring once every 8 weeks.
Salary - £16.63/hr
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Please see our Benefits Booklet for more information.
