Retail Control Room Team Leader - NCC

As a Control Room Team Leader at the G4S National Control Centre in Leeds, you will lead a shift-based team focused on the operational management and welfare of frontline security personnel across the UK within our Retail Business Unit. You will act as a central hub for resource coordination, ensuring that field-based teams are correctly deployed, supported, and safe.

Key Responsbilities

• Operational Leaderships & Incident Management;

  • Supervise on shift Operators, ensuring all daily tasks meet high quality standards and business Compliance frameworks. 

  • Support the team during critical incidents, coordinating emergency service responses and providing additional support where required. 

  • Act a the primary  contact for Operations Managers and retail frontline staff across the UK.
    
    

• Resource & Scheduling Oversight: 

  • Maintain oversight of national scheduling to ensure all client sites are correctly manned and meet agreed SLA on Operational Coverage. 

  • Manage the deployment of security personnel for emergency cover or short notice temporary work requirements

  • Validate the accuracy of scheduling tasks performed by the  team, ensuring data integrity within the workforce management systems. 

  • Support the optimisation of scheduling working with the business.
    
    

• Team Performance & Accountability:

  • Manage team KPIs, specifically focusing on call handling metric and response times. 

  • Conduct monthly 121 performance reviews, providing constructive feedback to operators to drive continuous improvement. 

  • Distribute and manage ad hoc tasks across the shift team to ensure balanced workloads and high efficiency.
    
    

• Safety & Compliance Monitoring:

  • Oversee the execution of mandatory Welfare Checks for lone workers and Field-based officers, escalating any Health and Safety risks immediately.

  • Supervise random compliance checks of contingent workers to ensure adherence to company and legislative standards.
    
    

• Reporting & Strategy:

  • Conduct daily weekly and monthly validity checks on Management Data. 

  • Serve as key stakeholder in improving  processes, systems and standard operating procedures (SOPs)

  • Brief the team on all process changes and operational updates from the Head of Control Room.

Skills and Knowledge 

• Proven Experience in resouce schedulling, Workforce Management and leading teams in a high pressured environment. 
• Excellent computer skills 
• Excellent verbal and written communication skills 
• Flexible approach to shift patterns and working hours