Security Duty Manager - Interserve - London

• Provide direct support to the on-site Security Manager.
  


• Line management of the security team in relationship with the Security Manager.
  


• Manage operational procedures and processes,
  


• Continuously review and audit practices as part of a formal process to ensure compliance of Europa procedures.
  


• To develop initiatives/innovations to drive value and improve operational standards.
  


• Ensure effective management of the operational costs delivering these in line with the on-site Business Plan and the Europa/client budget.
  


• Ensure high levels of customer service and operational standards are maintained at all times.
  


• Oversee incident management and initiate effective escalation, reporting to the Europa Control Room and efficient records are completed.
  


• Ensure that all operational activities comply with relevant legislation e.g. Health & Safety at Work Act, Data Protection Act etc,
  


• Optimise use of available resources to ensure service and safety across the site.
  


• Undertake performance management reviews and action any training or development required.
  


• Conduct recruitment interviews to ensure vacancies are filled with suitable staff.
  


• Ensure new employees have full induction and training (specifically statutory).
  


• Manage the teams’ rotas including lieu time and holidays to ensure effective cover at all times.
  


• Ensure the Timegate system is kept up to date.
  


• Ensure any disciplinary or grievance issues are investigated thoroughly and procedures followed in liaison with the HR Adviser.
  


• Manage absence rates for the team in line with site / Europa objectives.
  


• Investigate and provide all documented support to accident and insurance investigations.

Communication

• Forge and maintain positive relations with retailers and assist in retailer/marketing initiatives utilising skills and expertise of the team to facilitate, with an emphasis on excellent customer service.
  


• Communication of the site Business Plan objectives should be applied to all levels of the business.
  


• Build deep, long-lasting relationships with centre management, customers, tenants, contractors to ensure cohesive operational delivery.
  


• Attend daily/weekly/monthly business meetings and team meetings as required.
  


• Complete daily handovers to fellow Duty Managers to ensure a seamless transition of service delivery.

Retailer and Customer Focus

• Champion customer service and ensure that comments and complaints are recorded and dealt with professionally and promptly, using the information to constantly improve services.
  


• Oversee staffing levels to ensure excellent levels of customer service at all times
  


• Assist the retailers and customers as required

Health and Safety

• Ensure that the performance of sub-contractors for the site meet the high standards expected.
  


• Ensure Security team meet with legislation and comply with statutory and internal policies and procedures
  


• Adhere to all Europa company Policies, ensuring all employees are aware of and also comply with such.
  


• Ensure risk assessments are current and are in place.
  


• Assist retailers/ tenants in the event of an emergency breakdown or malfunction
  


• Responsible for the investigation of any third party complaints or claims relating to Health & Safety with the relating procedures of insurance, public liability and property.
  


• To take responsibility for the site’s Health & Safety Policy, ensuring that it is communicated to all staff in conjunction with the centre management.
  


• Ensure compliance with H&S legislation.
  


• Ensure AIs are updated as and when required and are being complied with.
  


• Client and Team Support
  


• Keep centre management up to date with any potential issues and opportunities.
  


• Lead/Guide in emergency situations, including fire and bomb incidents, take responsibility for following up and escalating and emergency planning.
  


• Undertake staff performance reviews and action any training or development required.
  


• Provide effective leadership to ensure the development of staff to meet business and personal objectives.
  


• Provide training to staff on Europa-wide training and development initiatives, such as site inductions, customer service training, toolbox talks and so on;
  


• Set up employee consultative forums with team members to drive innovation and site improvements.

Centre Brand Enhancement

• Ensure effective management of any special events in liaison with Marketing/Retail Management.
  


• Consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
  


• Satisfy customer expectations of value by understanding the relative importance they place on quality of services and facilities.

Additional Responsibilities

• Attend any training and development courses as necessary
  


• Undertake any other reasonable duties as required to meet the needs of the business
  


• Hold and maintain a current SIA License.
  


• Establish ways of operating more efficiently whilst maintaining / enhancing services.

What we are looking for

• Valid SIA Security or Door Supervisors Licence (Essential)
  


• Valid SIA CCTV Licence (Desirable)
  


• Excellent conflict management skills (Essential)
  


• Have a good understanding of H&S issues (Essential)
  


• Previous supervisory experience in a retail environment (Essential)
  


• Excellent communication skills, both written and oral (Essential)
  


• Proven working knowledge of MS Office (Essential)
  


• Excellent customer service and organisational skills (Essential)
  


• Previous experience in a customer service role (Essential)
  


• Good understanding of emergency procedures (Essential)
  


• Previous experience in managing incidents and emergency situations (Essential)
  


• Experience of working within a team (Essential)
  


• First Aid at Work beneficial but not essential as training may be provided
  


• Proactive and professional approach to security
  


• High degree of self motivation and dedication to achieving excellence
  


• Ability to operate in a pressurised environment with excellent attention to detail
  


• Excellent time management and task prioritisation skill s
  

Additional Information
Permanent

Hours worked per week – 56 per week

Shift Pattern: 3 days 8am to 8pm, 3 days 8pm to 8am, 3 days off