Security Operations Supervisor

**Purpose of the Role**

The SACS Supervisor is responsible for the smooth running of front of house operations and set standards of the full security operational scope throughout the security and customer service team. The supervisors will be required to report on monthly occurrences and identify initiatives and innovations for consideration to achieve continuous site development. All risks and threats highlighted while running their daily operational tasks will be escalated to their immediate line managers for review. Supervisors will be the leading brand ambassador of Queensgate Shopping Centre and will ensure all direct reports are performing and delivering at the expected and set level of customer service excellence.

**Key Responsibilities**

Responsibilities include but are not limited to:

- Provide and uphold an excellent level of customer service to site staff and all visitors
- Ensure the security, safety and well-being of all site staff, visitors, assets and the premises
- Adhere to all set policies and procedures by Savills, the end client and Queensgate Shopping Centre
- To Comply with all relevant government regulations
- Remain punctual, presentable and supportive of all company and site initiatives and innovations introduced
- Support and assist all direct reports and SACS Manager and by extension the Operations Team and
- To monitor, assess and ensure all direct reports are trained, supported and regulated on an on-going basis without fail

Customer Service
- To liaise with Savills & the Customer as mediator in regards to all aspects of the contract.
- To liaise with local police, residents, authorities and neighbouring businesses, to ensure the most effective security measures are adopted in accordance with relevant/up-to-date information.
- Investigate and resolve customer complaints patiently in a timely manner and provide any necessary assistance where requested or required
- Work as a team to ensure the set level of customer service excellence, by the end client and Queensgate management, is upheld at all times
- To cultivate and retain an effective, efficient and resourceful relationship with all site key stakeholders as part of overall customer service ambassador duties

Operational Efficiency
- To ensure any and all identified hazards, risks and/or maintenance issues are immediately escalated to line management to achieve rapid resolve
- To abide by all set ‘Assignment Instructions’, ‘Site Operation Procedures’, Savills Policies and Procedures, Queensgate Shopping Centre Policies and Procedures and end-client policies and procedures
- To escalate and attain necessary information as and when required should you not be familiar with a specific instruction, policy, procedure and/or any set instructions and duties
- To ensure set site patrols are completed as and when instructed to, or required, and ensure relevant escalation processes and or policies tied to this instruction are stringently followed
- Assist and support your designated line management and team members, at all times, to achieve set security standards on site
- To attend all set meetings by line managers, as and when required. Should the employee be unable to attend the requested meeting, they are to immediately notify their line manager, outlining the reason
- To attend all training and development courses, seminars and meetings, as and when required. Should the employee be unable to attend the requested course, seminar and meeting they are to immediately notify their line manager, outlining the reason

Employee Satisfaction and Staff Development
- Ensure all direct reports are trained, supported and assessed to the set standard by Savills and Queensgate Management and the end client to achieve the set level of standards with customer service and overall security solutions
- To complete monthly care visits and half-yearly ‘Personal Performance Summary’ using the relevant Savills employee management platform
- Ensure all direct reports queries, grievances and concerns are answered and remedied where applicable
- Ensure any and all direct reports are assessed and managed using the company policies and procedures

Continuous Improvement and Quality
- To advise, assist and escalate any identified improvements, innovations and initiatives believed to support Savills, Queensgate and the end client with continuous quality assurance and overall improvement
- To read, digest and understand all site relevant policies and procedures shared by site management

Other
- To follow all other reasonable management and client requests as and when raised.
- To internally escalate any and all concerns relating to section d(i) to maintain a healthy relationship between employee and employer at all times.

**Skills, Knowledge and Experience**
- Must have a valid SIA CCTV license.
- Not essential but an advantage to hold a valid SIA Door Supervision license
- Knowledge of emergency incident responsiveness
- Experience in retail s