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Duty Controller

Overall Purpose of the Role: 

To provide leadership and day to day supervision of the on site VSG team which is responsible for supporting and managing all of the centre operations 24hrs per day 7 days per week.

To provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.

Ensure that the interests of Hammerson, their Guests and retailers are fully protected at all times and conduct yourself accordingly, as their representative

  • Responsible for the ‘live’ operation of the VSG Team that manages the essential functions of;
  • All common and public areas of the shopping centre
  • Hammerson emergency and evacuation procedures
  • Officer time and attendance
  • Health, safety & welfare of the VSG site based team
  • Incidents that affect Hammerson and VSG
  • Business Continuity Planning centred on the continued operation of the control room and shopping centre
  • Hammerson building security and safety
  • Providing a high standard of response to telephone and email enquiries
  • Leadership to the VSG team on duty ensuring all issues are dealt with correctly
  • Supervision & support for all VSG on site personnel
  • Provide timely and effective communication to all within the business including and up to the centre manager and VSG and Hammerson board level on;
  • Incidents that occur on or affect Centre
  • Update and collate incident information, Daily Reports and Flash reports.
  • Serious incident tracking and management
  • Absence & lateness reporting
  • Officer misconduct
  • Systems Fault reporting
  • Ensure all incidents are logged and managed effectively through to completion 
  • Supervise the personnel within the Mall and Car Parks 
  • Effectively communicate business issues to the relevant centre departments 
  • Maintain the standards of the Security for access / egress and visitor regulation 
  • To be fully conversant with the methods of working of all equipment and to ensure that it is of a standard and quality commensurate with the requirements of the property. 
  • Ensure that all Control Room staff receive the required level of supervision. 
  • Ensure that all Control Room staff have signed the Assignment and procedure Instructions. 
  • Ensure that complete and updated Assignment and procedure Instructions are being followed. Where site or procedure instructions are not being followed, ensure that corrective actions are raised. 

Essential Experience

  • Strong customer service skills
  • Effective people supervisory skills
  • SIA Licence applicable to the role
  • Good verbal and written skills
  • IT Literate
  • Ability to remain calm under pressure
  • Significant experience of supervising people and challenging situations
  • Strong written skills for reports, incidents and presentations
  • Good interpersonal skills, to liaise with security officers, managers, client, contractors and members of the public.
  • Strong written skills for reports, incidents and presentations


Overall Purpose of the Role: 

To provide leadership and day to day supervision of the on site VSG team which is responsible for supporting and managing all of the centre operations 24hrs per day 7 days per week.

To provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.

Ensure that the interests of Hammerson, their Guests and retailers are fully protected at all times and conduct yourself accordingly, as their representative

  • Responsible for the ‘live’ operation of the VSG Team that manages the essential functions of;
  • All common and public areas of the shopping centre
  • Hammerson emergency and evacuation procedures
  • Officer time and attendance
  • Health, safety & welfare of the VSG site based team
  • Incidents that affect Hammerson and VSG
  • Business Continuity Planning centred on the continued operation of the control room and shopping centre
  • Hammerson building security and safety
  • Providing a high standard of response to telephone and email enquiries
  • Leadership to the VSG team on duty ensuring all issues are dealt with correctly
  • Supervision & support for all VSG on site personnel
  • Provide timely and effective communication to all within the business including and up to the centre manager and VSG and Hammerson board level on;
  • Incidents that occur on or affect Centre
  • Update and collate incident information, Daily Reports and Flash reports.
  • Serious incident tracking and management
  • Absence & lateness reporting
  • Officer misconduct
  • Systems Fault reporting
  • Ensure all incidents are logged and managed effectively through to completion 
  • Supervise the personnel within the Mall and Car Parks 
  • Effectively communicate business issues to the relevant centre departments 
  • Maintain the standards of the Security for access / egress and visitor regulation 
  • To be fully conversant with the methods of working of all equipment and to ensure that it is of a standard and quality commensurate with the requirements of the property. 
  • Ensure that all Control Room staff receive the required level of supervision. 
  • Ensure that all Control Room staff have signed the Assignment and procedure Instructions. 
  • Ensure that complete and updated Assignment and procedure Instructions are being followed. Where site or procedure instructions are not being followed, ensure that corrective actions are raised. 

Overall Purpose of the Role: 

To provide leadership and day to day supervision of the on site VSG team which is responsible for supporting and managing all of the centre operations 24hrs per day 7 days per week.

To provide clear and timely communication to all within the centre on key issues that affect the business operation and customer service delivery.

Ensure that the interests of Hammerson, their Guests and retailers are fully protected at all times and conduct yourself accordingly, as their representative

  • Responsible for the ‘live’ operation of the VSG Team that manages the essential functions of;
  • All common and public areas of the shopping centre
  • Hammerson emergency and evacuation procedures
  • Officer time and attendance
  • Health, safety & welfare of the VSG site based team
  • Incidents that affect Hammerson and VSG
  • Business Continuity Planning centred on the continued operation of the control room and shopping centre
  • Hammerson building security and safety
  • Providing a high standard of response to telephone and email enquiries
  • Leadership to the VSG team on duty ensuring all issues are dealt with correctly
  • Supervision & support for all VSG on site personnel
  • Provide timely and effective communication to all within the business including and up to the centre manager and VSG and Hammerson board level on;
  • Incidents that occur on or affect Centre
  • Update and collate incident information, Daily Reports and Flash reports.
  • Serious incident tracking and management
  • Absence & lateness reporting
  • Officer misconduct
  • Systems Fault reporting
  • Ensure all incidents are logged and managed effectively through to completion 
  • Supervise the personnel within the Mall and Car Parks 
  • Effectively communicate business issues to the relevant centre departments 
  • Maintain the standards of the Security for access / egress and visitor regulation 
  • To be fully conversant with the methods of working of all equipment and to ensure that it is of a standard and quality commensurate with the requirements of the property. 
  • Ensure that all Control Room staff receive the required level of supervision. 
  • Ensure that all Control Room staff have signed the Assignment and procedure Instructions. 
  • Ensure that complete and updated Assignment and procedure Instructions are being followed. Where site or procedure instructions are not being followed, ensure that corrective actions are raised. 

How To Apply

Benefits:

  • Competitive holiday entitlement
  • Pension
  • Access to Additional Training
  • Full uniform
  • A wide range of discounts with selected companies
If you're interested in this position please apply here: https://careers.vsg.co.uk/jobs-view/bristol-/2019-02-15-0113-supervisor---team-leader-control-room-shift-manager--/

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