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Retail Control Room Team Leader - NCC

Leeds, Royaume-Uni

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ID du poste: 8512

Catégorie d’emploi: Security Services

Emplacement: Leeds, Royaume-Uni

Date de publication: 24/02/2026

Date de clôture: 03/02/2026

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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

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