Purpose of the Role
As a Team Leader you will set the standard and lead your team to deliver an exceptional guest service, you will have direct line management responsibility for the team including your area of specialty in security. You will be a high energy 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. Along with enhanced customer relationship skills, you will possess the ability to act decisively with an uncompromising eye for detail; to ensure the centre is immaculately presented, safe and secure throughout trading times. The role will suit candidates who enjoy managing "from the floor" and not from a desk.
Key Responsibilities
· To deliver outstanding customer service to all visitors and colleagues and retail partners
with the centre.
· Ensure that a customer focused hands off security culture is maintained at all times and
situations in line with company policy.
· Monitor radio communication to ensure that company procedure and policy are adhered to at
all times
· 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.
· Hold security specific team huddles/briefings and impart specific security information in
relation to both national and local security threats and intelligence.
· Responsible for issuing enforcement notifications to relevant excluded parties and ensure
that all information is collated in accordance with the data protection act.
· Update shift status boards to ensure that all security staff on the shift rota know where staff
deployed
· Act as bronzer commander in the event of a serious/major incident at the centre
· To supervise and manage the performance of the team within the operational
department.
· Organize staff rotas and holiday to maintain an effective operational team with your
department.
· Manage sickness, absence and return to work interviews in line with the company HR
policy
· Assist the centre management with the performance reviews, appraisals and objective
setting of team members.
· To implement, maintain and develop the customer service standards of the centre
· To handle and resolve all customer complaints effectively and to the satisfaction of the
customer, taking remedial action where necessary
· To liaise with other departments to ensure the standards of customer service are
maintained
· Maintain the smart and well groomed appearance of the team in line with the company
uniform policy
· Coaching, training & mentoring team members on how to use equipment, materials
and or how to perform operational duties
· Hold team briefings/huddles to impart centre specific information in relation to the shift.
· Ensure that customer comments are recorded and ensure that customer feedback is
passed on to management.
· 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
Skills, Knowledge and Experience
• A high energy professional capable of influencing at all levels, developing excellent
relationship management skills with internal and external partners.
• A flexible individual with an ability to work well with others, make clear decisions and continue
to deliver results under pressure.
• Strong interpersonal and people management skills and an ability to establish credibility
quickly.
• A pragmatic approach and a sense of teamwork.
• Demonstrate excellent skills in organisational ability, oral and written communication, able to
produce report to line management in relation to performance and audit.
• Ability to manage and prioritise own and centre specific work to meet targets and deadlines.
• Analytical mind who can interpret regulations and legislation
• Excellent attention to detail with the ability to check performance and audit progress
• Essential experience & Qualifications
• Experience of managing teams (up to 15) within a retail, hospitality, facilities or leisure
environment.
• Experience in working in guest services, environmental, security or maintenance at a
supervisory, coordinator or team leader level.
• Good working knowledge of Microsoft office – Word, Excel, and Power point
• Previous experience in handling cash and banking monies
• Hold a front line SIA Security Guarding Licence
Desirable experience & Qualifications
• NVC level III in Customer Services & Welcome Host
• Health and Safety or equivalent qualifications (IOSH)
• Working knowledge of trading standard and consumer law
• It will be desirable for the person holding the role to hold a front line Public Space Security
• CCTV SIA Licence
Working Hours - Rolling rota 5 out of 7 including weekends
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Please see our Benefits Booklet for more information.