Purpose of the Role

At Merry Hill Centre we aim to create a compelling, joyful experience for our customers, which in turn means that they stay longer and return more often to our centres. This helps our retailers flourish by increasing footfall and spend.

The security officer is accountable to the security manager for the support and delivery of security services within the site.

You will ensure exemplary standards of security and customer service are provided to the client and visitors to the site always. You are the public face of the security team and should act with professionalism always, a can-do attitude is essential in this highly influential role.

Key Responsibilities

Day to day:

• Taking care of own and others health and safety.
• Providing addds’ needs and deliver meaningful advice.
• Delivering world class customer service to all visitors and colleagues.
• Taking the initiative in assisting customers.
• Courteous communication skills are required to liaise with members of the public and retailers.
• Ensuring a good knowledge of all facilities and processes in order to deal with customer’s queries, complaints and compliments in line with company procedure.
• Always demonstrate World Class customer service.
• Ensuring that you have all your issued equipment with you.
• Ensure that you always have your SIA licences and ID cards with you.
• To readily interact with all visitors / tenants within the buildings, delivering a world class customer focused service.
• To log all complaints, compliments, incidents, lost property etc. into the correct database as quickly as possible.
• Carry out regular patrols of the centre as detailed in the security assignment instructions being proactive and always following the company security strategy.
• Maintaining a smart and well-groomed appearance meeting our uniform standards.
• Making customer service suggestions for improvement.
• Providing a quality, efficient and friendly service.
• Ensure compliance with all company procedures, centre processes and external bodies including enforcement agencies and auditory bodies..
• To proactively engage with customers throughout the shopping centre providing assistance, direction and deliver exceptional standards of customer service.
• Support centre events and initiatives by advising customers of upcoming activity and events in the centre.
• Ensure that customer comments are recorded and ensure that customer feedback is passed onto line management.
• Handle and resolve customer complaints in a professional way; ensuring information is then passed on to the relevant person.
• Ensure a timely response to all security issues and events.
• Be professional, pleasant, friendly, courteous and helpful always whilst carrying out duties to the highest levels.
• To provide a presence on the centre’s customer service desk, assisting with queries from shoppers, selling gift cards, deal with retailer queries and handle blue badge validations.
• Continuously look for opportunities to be of assistance to visitors to the centre proactively offering assistance wherever opportunities arise.
• Ensuring a good knowledge of all facilities and processes in order to deal with customer’s queries, complaints and compliments in line with company procedure.
• To ensure that the centre is a safe and non-threatening environment for all visitors / tenants.
• Ensuring all incidents are managed in accordance with company and centre policies and procedures.
• Liaising with the security manager, proactively reacting to incidents and ensuring colleagues are fully briefed and supported.
• To deal efficiently and effectively with emergencies including fire and bomb scares ensuring the onsite team and client are always kept fully informed.
• Intelligent understanding of human behaviour, monitoring and surveillance of suspect individuals logging and reporting incidents in line with company and centre polices.
• Maintain vigilance and highlight / manage unauthorised access by banned persons.
• Provide assistance to third party contractors / visitors ensuring all company and centre procedures / policies are adhered too.
• Maintain continuous monitoring of centre radio systems adhering to correct radio procedures at all times.
• Diligent management and maintenance of centre records / reference materials including health and safety records, incident forms and the daily occurrence book.
• To provide regular liaison and timely feedback to the management team on all aspects of service delivery, implementing effective solutions and corrective action to enhance the service.
• Report any event that may be detrimental to the fulfilment of the provision of security to the security team leader/security manager.
• Support the security manager with any internal / external audits in line with company policies and procedures.
• Make certain that the continuous improvement process is an integral part of service delivery increasingly adding value to both the company and the centre.
• Ensure a timely response to all security issues and events.
• Increasing your knowledge and skills through education and training.
• Undertake any other reasonable duties as required to meet the needs of the business.

Skills, Knowledge and Experience

Person specification:

• Good verbal and written communication skills. Able to articulate clearly and credibly with the centre management, senior managers and all staff.
• Must have a good personality and ability to communicate with the public in what is a customer focused and engaging role.
• Capability to work unsupervised and take responsibility.
• Aptitude to remain calm under pressure.
• Smart appearance.
• Flexible/Can do attitude.
• Must be able to attend work in line with shift pattern through own transport or public transport and have ability to be flexible with shift start and finish times.

Qualifications and experience:

Essential:

• SIA Door Supervisor Licence.
• Experience of working in a customer focused environment.
• First aid qualified or willing to work towards qualification.
• Excellent customer interpersonal skills with a confident and friendly disposition.
• Ability to work to own initiative and actively solve problems when presented.

Desirable:

• SIA CCTV Licence.
• Professional or further qualification in security.

Working Hours - 42 hrs

Salary - £26,165.00