Job Description

Purpose of the Role

The Security Team Leader supports the Security Manager in delivering a safe, secure, and welcoming environment for guests, retailers, contractors, and colleagues across Lakeside Shopping Centre. The role provides day‑to‑day supervision, direction, and support to Security Officers, ensuring that all security operations are carried out to the highest standard and in line with centre policies, SIA requirements, and operational procedures.

Key Responsibilities

Customer & Retailer Service

• Maintain a visible and approachable presence around the centre to support guest experience and promote a safe, welcoming environment.
• Provide clear, calm, and professional support to guests, retailers, and contractors during incidents or enquiries.
• Offer guidance to retailers on security procedures, incident reporting, and crime‑prevention best practice.
• Build positive working relationships with retailers, responding quickly to concerns and escalating issues where required.
• Support the centre’s customer‑focused culture by consistently displaying high standards of behaviour and communication.

Compliance, Safety & Security

• Supervise daily security operations to ensure all tasks are completed in line with centre policies, SIA regulations, and legal requirements.
• Lead shift briefings and ensure officers clearly understand priorities, safety updates, and operational expectations.
• Ensure patrols are completed accurately and logged correctly to maintain compliance with accreditation standards.
• Monitor CCTV, access control, and incident management systems, escalating issues to the Security Manager as needed.
• Respond to incidents, emergencies, alarms, and first aid events, ensuring effective action while prioritising public and team safety.
• Ensure officers complete all required safety and compliance checks, including legally mandated lift and escalator inspections, back‑of‑house safety checks, and correct key‑handling procedures.
• Support crisis and emergency response procedures, including evacuations, first‑aid situations, and critical incidents.

Facilities, Cleaning & Operations

• Liaise with FM, cleaning teams, contractors, and the wider operations team to support smooth daily running of the centre.
• Report operational issues, hazards, and maintenance concerns promptly and ensure they are escalated appropriately.
• Assist with managing access for contractors and partners, ensuring they follow correct safety and security protocols.
• Support coordination of operational activities on shift, ensuring effective cooperation between security, cleaning, and FM partners.

Reporting, Handover & Continuous Improvement

• Complete accurate incident reports, logs, evidence notes, and other operational documentation.
• Deliver clear and structured shift handovers to ensure continuity and awareness of ongoing issues.
• Assist the Security Manager with investigations, evidence gathering, and follow‑up actions.
• Identify risks, trends, or operational inefficiencies and raise improvement opportunities to the Security Manager.
• Provide insight into recurring incidents or security challenges to support continuous improvement initiatives.

People Management

• Supervise and support Security Officers throughout the shift, acting as first point of contact for guidance, escalation, and issue resolution.
• Lead daily briefings, allocate tasks, and monitor team performance and conduct.
• Support training, coaching, mentoring, and development of officers in line with Lakeside standards.
• Encourage a positive, proactive, and compliant team culture focused on safety and customer experience.
• Assist the Security Manager with performance feedback and development conversations where appropriate.

Skills, Knowledge and Experience

Person specification:

• Strong leadership and supervisory skills
• Excellent communication and interpersonal ability
• Calm, confident, and decisive under pressure
• Solid understanding of security operations and procedures
• Strong customer service mindset
• High attention to detail and accuracy
• Ability to motivate and support a diverse team
• Professional, approachable, and solutions‑focused attitude

Qualifications and experience:

Essential:

• Previous experience in a security supervisory or senior officer role
• Valid SIA Frontline Licence
• Experience in incident response and working with CCTV/incident reporting systems
• Experience in a busy public‑facing environment
• Strong communication and conflict‑management skills
• First Aid at Work certification
• ACT/Counter‑Terrorism training
• Experience within retail, leisure, hospitality, or large venues

Desirable:

• IOSH or other H&S training

Working Hours

40hrs across 4 shifts, 4 on & 4 off both day and night shifts.

Salary

£36,685

#LI-DNI