Security Supervisor

SECURITY SUPERVISOR

Site - Buchanan Galleries Shopping centre

220 Buchanan Street

About the Role

This is a frontline supervisory role responsible for supporting the Security Manager in the day-to-day delivery of a safe, secure and customer-focused security operation across the centre.

The Security Supervisor will provide visible leadership to officers, coordinate daily activity, support incident response, monitor standards and escalate risks or issues appropriately.

Key Responsibilities

Leadership & Team Supervision

• Provide visible, hands-on supervision to security officers during each shift.
• Set clear expectations, allocate duties and ensure colleagues understand daily priorities and site requirements.
• Support coaching, briefings, welfare checks, training compliance and day-to-day performance feedback.
• Champion Mitie One Code, Elevate principles and Landsec service expectations through everyday behaviours.

Operational Delivery & Incident Response

• Coordinate patrols, post coverage and operational priorities across the shift.
• Respond to incidents, alarms, emergencies and requests for assistance, escalating in line with site procedures.
• Ensure Assignment Instructions, post orders, emergency procedures and escalation routes are followed consistently.
• Support officers with clear direction during incidents and operational changes.

Stakeholder Engagement

• Build positive working relationships with the client, Brand Partners, contractors, centre teams and emergency services.
• Act as a professional point of contact for operational security matters during the shift.
• Support briefings, handovers, audits, inspections and operational meetings with accurate updates and actions.

Performance, Compliance & Reporting

• Monitor service standards, patrol completion, incident response, handovers and shift performance.
• Promote compliance with SIA, health and safety, fire safety, data protection and site procedures.
• Complete and review incident reports, logs, statements, risk information and other required documentation.
• Escalate risks, trends, staffing issues, equipment concerns and service failures to the Security Manager.

• Maintain strict confidentiality of all sites, client, employee, and security-related information, ensuring sensitive data is protected and only shared with authorised personnel.

Guest Experience & Continuous Improvement

• Champion a safe, welcoming and customer-focused security service throughout the shift.
• Support officers in managing challenging situations calmly, professionally and consistently.
• Identify practical improvements to shift processes, communication, visibility and service standards.

What We're Looking For

• Always act as an ambassador of the centre by providing an excellent standard of Guest Experience, and through good leadership skills encourage all Cleaning and Security operatives to provide the same excellent service.

• Duty Manager shifts as required, taking overall responsibility for the Centre in the absence of the Centre Director.
• Accountable for scheduling of holidays and preparation of rota's for scheduled and unscheduled absences to ensure adequate cover to maintain a safe and pleasant environment for our Guests.
• Complete Quarterly Personal Development Reviews on all members of staff, making all such records available for examination.
• Assist with the recruitment, training and supervising of customer service officers.

• To assist with the implementation of the Centre's Emergency Plan and Evacuation Strategy in the event of an emergency.
• Valid SIA Security Guarding or Door Supervisor licence required; CCTV licence desirable depending on site requirements.
• Previous security supervisory, team leader or senior officer experience in a retail, commercial, facilities or public-facing environment.
• Confident communicator with the ability to lead a shift, give clear direction and remain calm under pressure.
• Good understanding of security operations, incident response, reporting, Guest Experience and compliance standards.
• Organised, reliable and able to prioritise operational demands in a fast-paced environment.
• Comfortable using radios, access control, reporting systems and Microsoft Office where required.
• Monitor staff and ensure uniforms are always worn and are to a high standard of presentation. Ensure staff are presented as per the Assignment Instructions, and any breaches are dealt with accordingly.
• Assist Security Manager to cover shifts due to holidays, sick, etc. Ensure absences are reported and a return-to-work interview is completed along with the relevant documentation.

Guest Focus

• To have our guest's welfare and visiting experience at the forefront of your mind at all times.
• Take every possible step to go ‘above and beyond' in delivering Guest Experience.
• To provide a friendly welcome/farewell to every Guest, where relevant, and be aware of any potential ‘added value' services you can give.
• Ensure all activities reflect and support the Buchanan Galleries brand.
• To handle Guest complaints in a timeous, professional and courteous manner.

• Assist the Security manager providing an excellent standard of Guest Experience, and through good leadership skills encouraging all Cleaning and Security operatives and Controllers to provide the same excellent service.

Personal deportment

As a Mitie security supervisor, you are expected to dress and groom yourself in accordance with the company's standards, particularly if your job involves dealing with clients, Guests and/or visitors on a regular basis.

A neat and smart appearance contributes to the positive impression you make. You are expected to be correctly attired (complete uniform) and groomed during working hours or when representing Mitie security.

All uniforms and PPE items shall be maintained to a clean and serviceable condition.

Shirts and blouses must be clean and pressed.

• Shoes must be clean and polished.
• Hair should be neat and clean.
• Excessive jewellery should not be worn.
• High standards of personal appearance and hygiene are expected from all Mitie staff

Essential

• To comply with the Security Industry Act 2001, officers must hold a valid SIA Security and CCTV Licence

• Reliable, helpful and well-presented and with excellent people skills.
• Ability to work in a team, or alone under the direction of Centre Management.
• Team player with strong Supervisory skills, able to provide a helpful and polite service, by telephone, email and in person.
• Pleasant manner and efficiency in relaying messages and taking instructions.
• Excellent communication skills.
• Ability to deal with confidential information.
• A calm disposition.
• Able to work under pressure to deadlines.
• Careful and conscientious with an aptitude for attention to detail.
• Confident enthusiastic personality.
• Observant
• To be able to work the hours and shifts in accordance with conditions of employment.