Purpose of the Role
As the first point of contact for our customers, the Customer Ambassador & Security Host plays a vital role in creating an exceptional first impression. Dressed in a traditional Scottish outfit provided by the company, you will warmly welcome visitors, engage with customers, promote Scottish hospitality, and direct guests into the store to enhance their shopping experience.
Alongside delivering outstanding customer service, you will maintain a highly visible security presence, helping to deter theft, monitor store entrances, and support the safety of customers, colleagues, and company property.
Key Responsibilities
- Customer Experience
- Provide a warm, friendly and professional welcome to all customers entering the store.
- Create a memorable Scottish welcome that reflects the company's heritage and brand values.
- Engage with passing visitors and encourage them to enter the store in a polite and enthusiastic manner.
- Answer basic customer enquiries and direct customers to the appropriate departments or team members.
- Promote current offers, seasonal promotions and in-store experiences where appropriate.
- Maintain an approachable, positive and professional attitude at all times.
Security & Loss Prevention
- Maintain a visible presence at the entrance to deter theft and antisocial behaviour.
- Observe customer activity and remain alert to suspicious behaviour.
- Liaise with the Store Manager and retail colleagues regarding suspected theft or security concerns.
- Assist in implementing the company's loss prevention procedures.
- Support emergency evacuations and incident responses where required.
- Record and report incidents accurately in accordance with company procedures.
- Work collaboratively with external security personnel and Police Scotland when necessary.
Store Standards
- Ensure the entrance area remains clean, tidy and welcoming.
- Assist with managing customer queues during busy trading periods.
- Support crowd management during peak tourist seasons and promotional events.
- Represent the company professionally while wearing the traditional Scottish uniform provided.
- Ensure the uniform is maintained to a high standard at all times.
Person SpecificationEssential
- Excellent communication and interpersonal skills.
- Confident, friendly and approachable personality.
- Passion for delivering exceptional customer service.
- Ability to remain calm under pressure.
- Strong observational skills and attention to detail.
- Reliable, punctual and professional.
- Able to stand for prolonged periods.
- Comfortable working outdoors for extended periods in varying weather conditions.
Desirable
- Previous experience in retail, hospitality, customer service or security.
- SIA Door Supervisor Licence (preferred but not essential depending on operational requirements).
- Knowledge of Scottish history, culture or tourism.
- First Aid qualification.
Skills & Competencies
- Outstanding customer service
- Excellent verbal communication
- Professional appearance
- Situational awareness
- Conflict management
- Problem solving
- Teamwork
- Integrity
- Positive attitude
Working Conditions
- Shifts include weekdays, weekends, evenings and public holidays.
- Regular standing and walking throughout the shift.
- Outdoor working at the store entrance in all weather conditions.
- Traditional Scottish attire will be provided by the company and must be worn whilst on duty.
Our Expectations
We are looking for individuals who embody the warmth of Scottish hospitality while maintaining a professional and vigilant presence. This role is about much more than greeting customers—it is about creating an unforgettable first impression, protecting our people and products, and helping every visitor feel welcomed, safe and valued from the moment they arrive.
Pay: £12.71-£13.50 per hour
Benefits:
- Company pension
- Employee discount
Work Location: In person
