The Role
* To assist the Dual Service Manager with compliance, staffing, health and safety and maintaining high levels of customer service.
* To be responsible for the day-to-day running of the control room and internal systems i.e., fire alarms, intruder alarms and CCTV.
* To provide exceptional support and day to day management of the Wellington Square Shopping Centre Guest Safety, Car Park and Vigilant site-based team who are responsible for supporting and managing all the centre operations 24hrs per day 7 days per week.
* To provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.
* Site security to provide a safe and secure environment for the public and tenants.
* Be the front of house and first point of contact for all customer service-related enquiries. Responsible for ensuring a high level of customer service and be a point of contact for all retail staff and guests ensuring an exceptional level of customer care is maintained throughout the centre.
Job Overview
Under the direction of Dual Services Manager
Responsible for:
* Checking compliance under the direction of the Dual Service Manager
* Helping with toolbox talks and training
* Helping with staffing and rotas
* Checking daily tasks are completed and logged
* All common and public areas of the shopping centre
* Emergency and evacuation procedures
* Officer time and attendance logging and reporting.
* Health, safety & welfare of the site-based team
* Incidents that affect clients and the company
* Building security and safety
* Providing a high standard of response to telephone and email enquiries
Provide timely and effective communication to the Dual Service Manager and the team:
* Incidents that occur on or effect Wellington Square
* Update and collate incident information
* Serious incident tracking and management
* Absence & lateness reporting
* Officer misconduct
* Systems Fault reporting
Main Duties
* Helping with manpower provision and rotas
* Completing regular security audits on all security activities under the direction of the Dual Service Manager
* Help provide continued training and coaching to all staff members to enhance performance
* Ensure all incidents are logged and managed effectively through to completion
* Manage the personnel within the mall, Control Room and Back of House
* Effectively communicate business issues to the relevant centre departments
* Maintain the standards of the Security for access / egress and visitor regulation
* Ensure standards of dress, safety and presentation are maintained.
* Extensive hazard spotting across the site and escalation of any safety issues to the relevant Manager
* To be fully conversant with the methods of working all equipment and to ensure that it is of a standard and quality that covers requirements of the property.
* Ensure that all contractual requirements are properly fulfilled and if there is an issue or concern the line Manager is notified.
* Handle all day-to-day enquiries which arise from whatever source in respect of the daily operation of the security of the centre.
* To develop and maintain good working relations with Tenants, and other teams.
* Any other reasonable request from management or client.
* Completion and checking of all accident and Health and Safety reports
* Responsible for providing excellent customer service and to address comments/complaints appropriately.
Skills/Experience Required
* CCTV licence is essential
* SIA Door Supervisor licence is desirable
* First Aid
* Relevant industry experience
* Has the ability to contribute to the team's operation and can work on own initiative
* Able to communicate effectively and clearly at all levels within the organisation
* A comprehensive working knowledge of all processes and procedures
* A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required
* Excellent report-writing and analytical skills with attention to detail
* Excellent organisational and time management skills
* A positive attitude to dealing with people and taking on challenges
* Customer Service.
Core Competencies
* Excellent oral communicator
* Strong written skills for reports, filling in D.O.B and logging incidents
* Commercial awareness of cost implication for decision making implications
* Knowledge of Microsoft Office
Vigilant Security is committed to ensuring equality of opportunity and to the principle that employees should be entitled to work free from intimidation or harassment.
All employees have a responsibility not only for their own behaviour but for the behaviour of others regarding equality of opportunity. Any act of discrimination must be avoided, and any incidents reported accordingly.
We are part of the Government Disability Confident Employer Scheme and are committed to offering opportunities for people with disabilities to join our ever-expanding workforce.
The duties of the post may be varied by the deletion of any of the tasks specified or by the addition of associated work.