Security Team Leader - Eldon Square, Newcastle upon Tyne

Purpose of the Role

At Eldon Square, our security officers play a vital role in providing a friendly, safe and welcoming destination for our customers and retailers. Often the first people our customers will see, we are looking for somebody who delivers exceptional customer service and who has a positive attitude and friendly demeanour. However, as a Team Leader you will be responsible for ensuring that the staff are also delivering customer service to an exceptional standard and delivering our ‘Customer Proposition’ to visitors, retailers and shoppers alike.

You will have Line Management responsibility to a selection of security officers and control room officers and will play an important role in ensuring our rotas are well staffed and kept in line with budgetary constraints. You will ensure all relevant training is delivered to the team. You will perform welfare checks, carry out return to work meetings and may be required to play a role in any disciplinary investigations. There may also be occasions where your role is required to take on Duty Manager responsibility for the Centre.

You will be line managed by the Soft Services Co-ordinator and Security Manager, and will work closely with both.

This is a permanent 40-hour contract working on a three-week rolling rota. Our site requires 24/7, 365 coverage, and there may be occasions where you might be required to work outside of your normal pattern.

Key Responsibilities

· Providing a visible security presence and leading by example

· Assisting and liaising with retailers

· Take the lead in liaising with the emergency services and local authority

· Offering excellent customer service

· Delivering our ‘Customer Proposition’ and ensuring our teams are doing so to a high standard

· Managing the opening and closing the centre

· Carrying out basic first aid duties and taking the lead on any first aid incidents where necessary

· Reacting to any security incidents in a prompt and professional manner

· Clearly communicating with colleagues and the control room

· Deterring crime and disorder

· Follow health and safety procedures

· Ensure both you and the team are working to the company’s policies and procedures

· Take part in any relevant training

· Proactively manage the rota to identify gaps or issues to ensure the centre has good security coverage each day

· Accurately complete incident reports

· Ability to use a radio and communicate clearly and accurately

· The ability to prioritise tasks

· The ability to give clear, concise instructions and to ensure any instructions given are followed

· Lead by example in terms of timekeeping, organising and personal appearance / hygiene

· Any other reasonable requests

Skills, Knowledge and Experience

· Five years Security experience and valid frontline SIA license and CCTV license

· Experience in a customer facing role

· A five-year checkable work history

· Ability to use a radio and communicate clearly and accurately

· Ability to offer excellent customer service

Working Hours - 40 hours per week

Salary - £16.83 per hour

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