Purpose of the Role

The Senior Security Supervisor plays a key leadership role in overseeing the day-to-day operations of the security team at Queensgate Shopping Centre. Reporting directly to the Operations Manager, the Senior Supervisor ensures that all security personnel are delivering a consistent, high standard of safety, vigilance, and customer service. This role acts as a bridge between frontline officers and management, supporting operational delivery, mentoring team members, and ensuring compliance with site procedures and client expectations. The Senior Supervisor also contributes to incident management, team development, and continuous improvement initiatives to maintain a safe and welcoming environment for all.

Key Responsibilities

List Here:

• Operational Support

Act as the primary on-site support for the Operations Manager, ensuring smooth daily operations.

Assist in implementing site procedures, emergency protocols, and client requirements.

Provide timely updates and feedback to the Operations Manager regarding team performance, incidents, and operational needs.

Support the delivery of site-wide initiatives and ensure team compliance with new processes or changes.

• Team Supervision

Oversee the daily activities of the security team, ensuring all duties are carried out effectively and professionally.

Conduct shift briefings, manage handovers, and ensure all officers are clear on their responsibilities.

Monitor attendance, appearance, and conduct of team members, addressing minor issues and escalating where necessary.

Provide coaching and guidance to officers to maintain high standards of performance and service.

• Customer Service

Promote a welcoming and professional environment for all visitors, tenants, and staff.

Encourage the team to deliver excellent customer service in line with Queensgate and client expectations.

• Incident & Risk Management

Respond to and manage on-site incidents, ensuring accurate reporting and escalation to the Operations Manager.

Identify and report hazards, risks, and maintenance issues promptly.

Ensure all patrols, checks, and security procedures are completed and documented correctly.

Support the Operations Manager in reviewing incident trends and recommending improvements.

Ensure all fire checks are completed within the required times frames

• Training & Development

Assist in the induction and training of new team members.

Monitor ongoing training needs and support the Operations Manager in delivering refresher sessions.

Encourage continuous improvement and professional development within the team.

• Compliance & Reporting

Ensure all team members follow site-specific policies, procedures, and legal requirements.

Maintain accurate records of incidents, patrols, and team performance.

Attend meetings and training sessions as required by the Operations Manager.

• Other Duties

Carry out any other reasonable tasks or projects as directed by the Operations Manager.

Foster a positive and professional team culture, promoting respect, accountability, and teamwork.

Skills, Knowledge and Experience

List Here:

• Knowledge
• Security Procedures & Protocols
  Understanding of access control, patrol procedures, emergency response, and incident management.
• Health & Safety Regulations
  Familiarity with workplace safety standards and risk assessment processes.
• Data Protection & Confidentiality
  Awareness of GDPR and the importance of handling sensitive information appropriately.
• Site-Specific Policies
  Knowledge of Queensgate Shopping Centre’s operational procedures and client expectations.
• Conflict Management
  Techniques for de-escalating situations and managing difficult interactions professionally.
• Experience
• Supervisory Experience
  Previous experience in a supervisory or senior officer role within a security environment.
• Retail or Public-Facing Environment
  Experience working in a busy, customer-facing setting such as a shopping centre, transport hub, or event venue.
• Incident Handling
  Proven experience in responding to and managing incidents, including writing detailed reports.
• Training & Mentoring
  Experience in supporting the development of team members through coaching or on-the-job training.
• Working with External Agencies
  Experience liaising with emergency services, local authorities, or other external stakeholders.

 

 

 

 

 

 

 

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Please see our Benefits Booklet for more information.