Shift Leader - Security - Trafford Centre, Manchester Operations · Trafford Centre

Shift Leaders will take responsibility for applying the standards expected from your area of work through hands-on leadership and close coordination with both upper management and operational teams. They will contribute positively to the performance of the business, leading the team to deliver the highest levels of customer service and building team morale. By clearly communicating expectations and validating actions, they guide the team on acceptable behaviours and performance standards. Shift Leaders will inspire, coach, and develop team members to meet and exceed these standards, applying company policies and procedures fairly and consistently. They must adapt to a fast-paced, changing environment, act decisively with an uncompromising eye for detail, and ensure the Centre is presented to the highest standards of safety, security and cleaning so the Centre can operate safely and legally.

Key Responsibilities

• You are an ambassador for the Centre and your area of work and as such you will actively promote recognition for the team, the Centre, and the wider business through exemplary behaviour.
• You lead by example, uplifting the team, and instill a passion for excellence in delivering world-class service, relating to customers and all stakeholders.
• You promote our operational focus on compliance, communication, consistency and collaboration, focusing on a safe Centre and complying with legal requirements.

Main Duties

Leadership

• Lead the team in upholding operational standards by managing attendance, welfare, and performance in line with company policies, conducting return-to-work meetings, welfare checks and escalating conduct or disciplinary issues.
• Strategically deploy team members through job boards to ensure optimal staffing levels, balance productivity and control costs, adapting allocation as needed throughout shifts.
• Support team growth through coaching, mentoring and hands-on training for new and established team members, conducting performance reviews, recognising achievements and pro-actively addressing underperformance.
• Deliver outstanding communication to set clear expectations, clarify routines and motivate staff towards high service standards, ensuring that all members have required resources and equipment.
• Oversee grooming and uniform standards in line with company policy.
• Take ownership of personal development by attending required training and engaging in professional growth opportunities.

Risk Management

• Ensure all checks are completed to the required standard and that operational areas are on track, with work carried out safely and in accordance with H&S regulations.
• Ensure compliance with all internal procedures, site processes and external bodies, including enforcement agencies and other authorities.
• Safeguard company and retail partner assets and confidential information consistently.
• Take a proactive approach to continuous improvement and innovation, embodying a culture of open communication, mutual respect and shared purpose.
• Support corporate responsibility objectives, including community project participation and at least one day volunteering as part of the Foundation pledge.

Security / CCTV

• Understand key aspects of the security strategy and follow instructions from Duty Managers to deliver that strategy through effective supervision.
• Supervise security operations, maintaining a customer-focused, hands-off security culture, leading incident response and managing briefings.
• Hold security-specific team huddles and impart security information about national and local threats and intelligence.
• Ensure a customer-focused culture and situations in line with policy and safe hold training are maintained.
• Respond to incidents in the Centre and car parks, providing leadership to manage incidents to a safe and satisfactory conclusion, monitoring radio communication.
• Issue enforcement notifications to relevant parties in accordance with the data protection act.
• Occasionally oversee the functionality of Security and the Control Room during the night.

Skills, Knowledge and Experience

Person Specification:

• Proven experience motivating, developing and supervising teams to meet targets and deadlines.
• Strong communication skills and ability to connect with diverse stakeholders, and convey key messages confidently.
• Excellent organisational skills with the ability to manage competing priorities independently, remain calm under pressure and approach challenges with practical problem-solving.
• Self-motivated, dependable, and eager to develop new skills, flexible with varying shift patterns.

Qualifications and Experience

• Team player and role model with strong customer service skills.
• Exceptional written and verbal communication skills, comfortable with ICT tools including Microsoft Office.
• Proven experience in team leadership (1–3 years) and knowledge of scheduling and rota management.
• Security 5-year checkable employment record under DBS.
• Experience in a security role or supervisory role in another function.
• Front-line SIA Security Door Supervisors Licence.
• Front-line SIA CCTV Public Space Surveillance Licence.
• First Aid Qualification.

Working Hours – 40.25 Hour Contract, 4 on 4 12 off, 12 hour Shift Pattern inclusive of Evenings, Weekends, Bank Holidays and the occasional Night Shifts.

Salary – £33,696.