Careers at Ballymore

Shift Leader (Security and Concierge)

  • Department
  • Location
  • Job type
  • Estate Management
  • Security
  • Concierge
  • West London
  • Full-Time
  • Permanent

Job Description

Shift Leader - Permanent, Brentford (TW8)

Hours 42 per week, 4 on 4 off, days, 7am - 7pm 

Duties & Responsibilities

  • The Day Shift Leader will be based at the main Concierge area to provide the efficient and effective management of all aspects of estate Concierge, Security and CCTV management as well as ensuring clear communication both internally and with residents.  

  • Assist with recruitment, management and supervision of the in-house concierge, security team and Yardman, ensuring the Ballymore brand values are at the centre of our service provision.

  • To provide a secure and safe environment for residents, commercial tenants, staff, as well as all parties visiting any commercial units or the estate.

  • To be able to use a variety of software systems which are used to manage communication with residents and other stakeholders including use of the resident’s web portal and other portals for the purposes of managing the business.

  • Maintain regular communication with Facilities Manager/PD or Team, provide daily shift reports, monthly reports and meet formally as needed.

  • To ensure the team on shift is conducting estate patrols and using Mytag and other reporting to provide daily patrols report to the estate Management Team.

  • To ensure the team is conducting building patrols as part of their duties and acting to identify any shortfalls in service delivery.

  • Assist the Property Director and Facilities Manager with the training and development of the Team.

  • To ensure all members of the team are fully trained to cover concierge and FCC and rotation takes place.

  • To ensure all staff are fully trained to manage Bringme system.

  • To ensure emails and tickets are responded and close off promptly.

  • To ensure incidents/accident and near miss reports are completed when necessary and shared with Management.

  • Assist facilities manager and coordinate bi-annual fire drills.

  • Ensure only vehicles which booked to use the loading bays and access is denied to those that do not comply with the estate regulations in place.

  • Be the first form of contact to residents in circumstances of security and safety, or general enquiries concerning the concierge services.

  • To ensure all staff is fully trained on how to operate the CCTV system, BMS systems, access control/door entry, refuge and lift alarms and fire panel alarms and other security and safety systems as required.

  • Build a positive and professional relationship with resident’s association, stake holders in the estate such as landlords, commercial tenants.

  • Waking Watch coverage should the need arise – after seeking advice from the PD/FM and BAML Health and Safety Manager. This would require constant patrolling of specified buildings/ areas of the development throughout your shift, and breaks would change to 15 minutes, every 90 minutes.

  • Monitor and supervise soft service providers, ensuring that KPIs are met by the landscaper, cleaners and window cleaners.


  • You will work on a rota system with the other Shift Leader.

  • Day to day responsibility for ensuring the integrity of the security/concierge operation in the Estate and throughout the extensive grounds, full management of the Concierge/FCC to ensure CCTV and associated infrastructure are operating efficiently and effectively within agreed parameters.

  • Capable of leading the team in the absence of Senior Managers on day to day matters.

  • Create, develop and review SOP’s and KPI’s under the leadership of Senior Managers; help write procedures, create documents and risk assessments in respect of all operations.

  • Responsible for the provision of operating procedures for all security and concierge related activities. Undertake regular reviews of best practice in respect of operations in conjunction with service providers.

  • Ensure the pools are tested as per SOPs and results recorded and discussed with FM

  • Ensure the health club and residents area is regularly inspected and cleaned as needed.


  • Day to day responsibility for the management of the team. Ensure staff perform in line with their job specifications and that standard operating procedures are adhered to.

  • Ensure all new employees have a full induction in accordance with the BAML Policy and arrange ongoing training as necessary.

  • Liaise with Line Manager/ HR Team in relation to issues that arise such as grievances, disciplinaries etc.

  • Monitor that staff wear appropriate uniform/PPE. Ensure action is taken where issues such as breaches of discipline/H&S are observed in respect of staff/contractors working on the development.

  • Deliver toolbox talk training to your team and other site staff in terms of Security, Fire safety etc.

Customer Relations

  • Ensure that staff deliver a supportive and sympathetic security/concierge service to residents. Respond to complaints in line with the complaints procedure and ensure that the complaints are dealt with in a timely and effective manner. 

  • Handle any problems/complaints effectively and in a timely manner (24 hours).

  • Respond to complaints in writing and document in accordance with the company policy and procedures.

  • Liaise effectively with Aftercare or Home Demo team and oversee move in activities, ensuring loading bays are booked and provided to new residents.

Health and Safety

  • Ensure all paperwork in relation to accident, first aid and incident reporting is completed correctly by the in-house team and pass all of the relevant paperwork to Senior Managers.

  • Ensure that risk assessments and SOPs are in place and updated in accordance with legislation/best practice.  Regularly review relevant reporting procedures and where required provide to the Support Office

  • Ensure that in-house and external service providers are compliant and working within the estate and corporate H&S frameworks.

  • Have a key involvement in disaster recovery, emergency response and contingency planning.


  • Ensure that all records are held securely and in compliance with GDPR

  • Direct the on-site team (in conjunction with the Management Team) to ensure they create, organise and maintain records and administration systems in respect of site activities in an efficient manner.

  • Attend meetings where required with Senior Managers, prepare agendas and take notes.

Skills, Experience & Qualifications

  • Good communication skills.

  • Good understanding of the English language

  • Good IT/Computer Skills

  • Relevant Management experience.

  • Leadership skills

  • Good People Skills

  • Organisation skills

  • Able to work under pressure.

Ballymore operates as an equal opportunities’ employer.

Personal Information