Purpose of the Role

At Lakeside, we aim to create a great experience for our customers, which in turn means that they stay longer and return more often to our centre. This helps our retailers flourish by increasing footfall and spend.

The Security Control Room operative is accountable to the security manager for the support and coordination of security functions within the site.

• You will ensure exemplary standards of security and customer service are provided to the client and visitors and retailers to the site.
• To monitor all building functions linked in with our control room; BMS, Barrier systems, fire panels, CCTV, helpdesk facilities, and any other reactive functions that may be required by the business. Using CCTV to gather information and report in line with site assignment instructions to ensure a safe and secure environment and consistency within the day-to-day functions carried out.
• Working alongside our on-site police team to support with any requests or reactive functions that may take place during shift.
• You are responsible for operating the CCTV system in compliance in line with Data Protection Act and our company policies and procedures.
• You will be expected to deliver proactive monitoring of the centre, through the resources available on shift and the CCTV system to ensure full security in line with our strategy. You will be required to support the mall security operation through effective monitoring when incidents occur and be prepared to gather evidence, via the individual officers on the ground and technology, for ongoing reporting to the Police and other statutory bodies as required.
• You will need to have excellent people and observation skills, a good eye for detail, with an ability to analyse data, and be confident in making decisions and giving direction to affect a satisfactory resolution to incidents.
• To maintain exceptional customer service as a core focus, you will be required to spend one day per month working within the mall. This will provide greater familiarity with the centre's operations and support effective collaboration with the mall security teams.

Key Responsibilities

Day to day:

• To readily interact with all visitors / tenants within the buildings, delivering a world-class customer-focused service.
• Carry out regular camera patrols of the centre as detailed in the security assignment instructions, being proactive and always following the company security strategy.
• Ensure compliance with all company procedures, centre processes, and external bodies including enforcement agencies and auditory bodies.
• Ensure a timely response to all security issues and events.
• Be professional, pleasant, friendly, courteous, and helpful always whilst carrying out duties to the highest levels.
• To ensure exemplary standards in personal grooming, strictly adhering to the site uniform requirements.
• Continuously look for opportunities to be of assistance to visitors to the centre, proactively offering assistance wherever opportunities arise.
• To ensure that the centre is a safe and non-threatening environment for all visitors / tenants.
• Ensuring all incidents are managed in accordance with company and centre policies and procedures.
• Liaising with the security manager, proactively reacting to incidents and ensuring colleagues are fully briefed and supported.
• To deal efficiently and effectively with emergencies including fire and bomb scares, ensuring the on-site team and client are always kept fully informed.
• Intelligent understanding of human behaviour, monitoring and surveillance of suspect individuals, logging and reporting incidents in line with company and centre policies.
• Maintain vigilance and highlight / manage unauthorised access by banned persons.
• Provide assistance to third-party contractors / visitors, ensuring all company and centre procedures / policies are adhered to.
• Maintain continuous monitoring of centre radio systems, adhering to correct radio procedures at all times.
• Diligent management and maintenance of centre records / reference materials, including health and safety records, incident forms, and the daily occurrence book.
• To provide regular liaison and timely feedback to the management team on all aspects of service delivery, implementing effective solutions and corrective action to enhance the service.
• Report any event that may be detrimental to the fulfilment of the provision of security to the security team leader/security manager.
• Support the security management with any internal / external audits in line with company policies and procedures.
• Make certain that the continuous improvement process is an integral part of service delivery, increasingly adding value to both the company and the centre.
• Undertake any other reasonable duties as required to meet the needs of the business.