Highcross - Control Room Assistant/Security…

Highcross Shopping Centre; Leicester; On-site; GBP 21,000 - 28,000; Full time

Job summary

Highcross Shopping Centre in Leicester seeks a Control Room Assistant / Security Officer to monitor CCTV, manage access and support visitors and tenants. You will work in the Control Room and patrol the centre as required, ensuring safety and high service standards.

Key duties include enforcing health and safety, recording events, assisting customers, and acting as a brand ambassador for Highcross. Flexible weekend/evening work is required.

Qualifications

• Experience in providing security services in busy public environments.
• Strong customer service skills and a professional demeanor.
• Willingness to work weekends/evenings and adapt to shift patterns.
• Excellent communication and written records keeping.

Responsibilities

• Proactively monitor activities in public and landlord spaces for safety and security.
• Assist with emergency procedures and data protection compliant record keeping.
• Operate and monitor CCTV from the control room; manage contractor and visitor access.
• Carry out regular centre patrols and enforce Health and Safety policies.
• Issue radios, manage keys and passes, and ensure life safety systems are operational.
• Provide helpful customer service and act as a brand ambassador for Highcross.

Skills

Security experience

Customer service

On-site training

Flexible hours

Attention to detail

Tools

Microsoft Office

Job description

Purpose of the Role

As a Control Room Assistant / Security Officer at Highcross, you will play an integral role in ensuring that consistently high standards of security, safety and customer service are delivered at all times to visitors, colleagues, retailers and visiting contractors. You will assist with the smooth running of the shopping centre and assist in any emergency situation which may occur. This role is predominately based in the Control Room, monitoring CCTV and controlling Contractors and deliveries to site.

Key Responsibilities

Main Duties – Control Room

• Proactively monitor activities in both public and landlord areas as part of public safety duties such as detection of intruders, vehicle protection and site security.
• Ensure a full and comprehensive understanding of all emergency procedures with the ability to prioritise during emergency situations and support management as required.
• Ensure that all records and documented or recorded evidence is handled professionally and in accordance with data protection requirements.
• Monitoring the flow of traffic in and out of the centres' car parks.
• Proactively assisting customers within the car park environment.
• Assist with updating Control Room records as and when required.
• Assist in issuing radios and keys to centre personnel and contractor visitor ID/passes, permits and keys.
• Ensure all control room equipment including life safety systems is operational and any faults are reported in line with Highcross policy.

Main Duties – Customer Service

• To assist with enquiries from visitors and occupiers, supporting the customer service desk when required.
• To have the customer’s welfare and visiting experience at the forefront of your mind, ensuring that you provide the best customer service at all times.
• Be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest levels.
• To ensure that occupiers are treated with respect and courtesy and that a professional working relationship is maintained.
• Continuously look for opportunities to be of assistance to visitors to the buildings proactively offering assistance wherever opportunities arise.
• Undertake any training, as and when required.
• Act as a Brand Ambassador for Highcross at all times

Main Duties - Security

• To work the hours and shifts in accordance with conditions of employment.
• To undertake regular patrols of the Centre as instructed by Centre Management.
• To carry out duties in accordance with Assignment Instructions issued by Centre Management.
• To comply fully with the Health and Safety Policy of the centre.
• To ensure that the requirements of the Fire Regulations are strictly complied with at all times.
• Ensure compliance with all internal procedures, site processes and external bodies including enforcement agencies and auditory bodies.
• Ensure that all incidents are attended promptly, reported and logged in line with Highcross policies.
• Ensure that contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company policy and site procedures.
• Ensure that the centre is a safe and pleasant environment.
• 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 on site to the Assistant Security Manager / Security Manager.
• Support the Security Manager with any internal / external audits in line with company policies and procedures.
• Undertake any other reasonable duties as required to meet the needs of the business.

Further

• Ensure all security activities are carried out adhering to the requirements of the SIA, both criminal and civil law and in compliance to Highcross policies and procedures
• Ensure the control of access to and movement of persons and vehicles within all secure areas of the centre including service areas and car parks.
• Take responsibility for effective radio traffic to maintain professional communications.

Skills, Knowledge And Experience

Candidates will be required to demonstrate the following:

Essential

• Experience in the provision of security services in a busy environment visited by members of the public.
• Ability to always demonstrate good levels of customer service.
• Ability to work on own initiative and deal with demanding situations.
• Honest and reliable work ethic.
• Willingness to partake in on-site training for emergency procedures.
• Excellent organizational, interpersonal and communication skills.
• Willingness to adopt a flexible approach to work patterns and work weekends/evenings as and when required.
• Willingness to undertake additional training and career development.
• Well presented.
• Accurate record keeping with good attention to detail.
• Good verbal and written skills.

Desirable

• Operational experience within a retailing environment.
• Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook.
• Basic knowledge of H&S legislation.
• Strong customer service skills.
• Hold a valid SIA Door Supervisor Licence.
• Hold a CCTV Licence.
• Ability to remain calm under pressure.

Woking Hours - 42 hours per week, 4 on 4 off 08:00- 20:00.

This role also requires occasional night cover 20:00-08:00 to support with Night CRA annual leave and absence.