Job Description

Purpose of the Role

We are seeking a confident and proactive Security Team Leader to provide visible operational leadership and support the safe, secure and ensuring the effective delivery of physical security including efficient day-to-day running of the Centre. You will lead, motivate and supervise Security Officers and Security Control Room Officers, coordinating shift briefings, staff deployments, patrols, access control, CCTV operations, and responses to security incidents and emergencies. Working closely with the Soft Services Manager and Centre Management, you will uphold high standards of performance, customer service and compliance; oversee team welfare checks, conduct training including toolbox talks; and ensure the accurate completion of incident reports, operational records and shift handovers. Responsible and accountable of ensuring all You will also engage with tenants, contractors, the police and emergency services, and shaping a professional security presence that promotes a safe and welcoming environment for customers, occupiers and colleagues.

Key Responsibilities

· Lead and oversee the effective delivery of the Centre’s security operation, ensuring Security Officers and Security Control Room Officers maintain a safe, secure and customer-focused shopping centre environment.

· Support the Soft Services Manager and Centre Management in implementing the Centre’s security strategy, achieving operational objectives, reviewing service standards and identifying opportunities for continuous improvement across the shopping centre security operation.

· Provide day-to-day supervision and operational direction to Security Officers and Security Control Room Officers, ensuring all security duties are carried out in accordance with Centre procedures, assignment instructions, operational standards and management expectations.

· Take ownership of the security team to ensure their site training is being delivered for existing and any new joiners. Maintain their training records such as training matrix, delivery of Assignment instructions, risk assessment, and toolbox talk. Also ensure all the team members remain compliant at all times by ensuring their SIA and company IDs remain valid at all times and, when needed, handle and manage the renewal process.

· Monitor the performance and conduct of Security Officers and Security Control Room Officers, providing clear and timely feedback to the Soft Services Manager and Centre Management.

· Plan and deliver ongoing security coaching, guidance, toolbox talks and role-specific training for Security Officers and Security Control Room Officers, ensuring learning is embedded and Centre operational standards are consistently maintained.

· Take operational control of significant security incidents, promptly escalate them to the appropriate manager and if applicable, National Operations Centre and support the completion of a full investigation to establish all relevant facts including to a full comphresensive incident report.

· Support Centre Management by promoting effective communication, intelligence sharing and coordinated security arrangements with tenant security providers.

· Ensure all routine health and safety checks within the security operation are completed in accordance with Centre procedures, particularly the requirements set out in the personnel and procedures manual.

· Support security, health and safety and compliance audits throughout the year by collating accurate evidence and operational information, maintaining audit-ready records, addressing identified actions and ensuring all applicable Centre procedures, contractual requirements and compliance standards are met.

· Lead and coordinate the safe evacuation of the shopping centre during an emergency, in accordance with the Centre’s evacuation plan and established emergency procedures.

· Maintain and oversee the security duty tracker, taking accountability for ensuring all daily operational tasks are assigned, monitored and completed by the security team, including full compliance with the Centre’s patrol management system.

· Identify and promptly report maintenance defects, hazards and health and safety concerns to the appropriate manager, taking immediate security measures where required to protect the Centre.

· Maintain effective liaison with the local police and emergency services, supporting timely information exchange, coordinated incident response and appropriate escalation of security matters affecting the Centre.

· Develop a strong working knowledge of police processes and the criminal justice system, while maintaining an excellent working relationship with the local Safer Neighbourhood Team and Business Improvement District (BID) Team. Support the effective management of antisocial behaviour, shoplifting and other crime affecting the Centre by understanding and following the relevant evidence-gathering, reporting and escalation processes required to secure successful outcomes, including ASB warnings, Community Protection Warnings (CPWs), Community Protection Notices (CPNs) and Criminal Behaviour Orders (CBOs).

· Undertake any other reasonable security, supervisory or operational duties required as the role develops and in support of the organisation’s wider business objectives; this list of responsibilities is not exhaustive.

· Maintain accurate security team rosters using Timegate, ensuring absences and overtime are recorded and shift coverage is effectively managed, supported by a strong working knowledge of Timegate and SafetyCulture.

· Work collaboratively with Centre Management and other site teams, including the cleaning team, providing reasonable operational support where required while maintaining responsibility for security supervision and service delivery.

Skills, Knowledge and Experience

· Proven experience delivering security services within a busy shopping centre environment.

· Demonstrable experience in a Security Team Leader, supervisory or management role within a busy shopping centre.

· Hold valid SIA Door Supervisor and Public Space Surveillance CCTV licences in accordance with the Private Security Industry Act 2001.

· Demonstrate consistently high standards of customer service and communicate confidently and professionally at all levels.

· Able to use initiative, exercise sound judgement and respond effectively to demanding or rapidly changing situations.

· Demonstrate honesty, reliability and a strong professional work ethic.

· Willing to complete all required on-site training relating to emergency and incident-response procedures.

· Possess excellent organisational, interpersonal and communication skills, with the ability to act diplomatically, use effective de-escalation techniques, handle low-level complaints professionally and communicate confidently and appropriately with occupiers’ senior leadership teams.

· Able to work flexibly across the Centre’s operational rota, including weekends and evenings when required.

· Demonstrate a willingness to progress and expand into a broader role through a structured succession plan, supported by relevant training, skills development and ongoing professional development.

· Maintain a professional and well-presented appearance at all times.

· Maintain accurate security records and reports, demonstrating strong attention to detail.

· Able to satisfy the requirements of BS 7858 security screening and vetting.

Required

· Valid SIA Door Supervisor licence & SIA Public Space Surveillance CCTV licence.

Desirable

· Previous operational security experience within a busy shopping centre or comparable customer-facing environment.

· Proficient in Microsoft Office applications, including Word, Excel, PowerPoint and Outlook, with the ability to produce accurate security reports, records and management information.

· Working knowledge of relevant health and safety legislation within a shopping centre security environment; an IOSH qualification is desirable.

· Fire Marshal training, with the confidence to support emergency procedures and assist with the safe evacuation of the Centre.

· ILM Level 2 or 3 leadership and management qualification.

Working Hours - 12-hour shifts, 07:00–19:00, worked on a 4-on, 4-off rolling rota, averaging 42 hours per week

Salary - £31,472

#LI-DNI