Security Duty Manager

Employer: Interserve
Location: London
Reference number: SS16880

Position Overview

We are currently seeking a competent, enthusiastic and flexible Duty Manager to lead service delivery of security at a shopping centre in West London. The successful candidate will assist with the supervision of operational standards and customer service excellence.

Working in close conjunction with the Security Manager and Centre Management team, you will report directly to the Security Manager. This critical, customer-facing role encompasses the delivery of hands on daily operational management of a high profile key account within the Europa business.

You will supervise and motivate a team of multi-skilled employees, be an excellent customer service ambassador for the site, be flexible with a strong focus on attention to detail and the delivery of exceptional standards of customer service and security at all times.

Responsible for the smooth and efficient operation of the security operation delivering excellent customer care and operational standards at all times whilst maintaining a safe and secure environment. A key component to the role is to enhance standards, through innovation and driving best practice and by achieving performance targets and other business plan objectives.


This role will encompass a variety of tasks including, but not limited to the following:

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.


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 skills

Additional Information

Hours worked per week - 56 per week

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

About the company
Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.3 billion and a workforce of 80,000 people worldwide.

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