Purpose of the Role
The Security and Customer Service Officers are responsible for following all client, site and company policies and procedures to ensure the safety and security of the Queensgate Shopping Centre, Peterborough. This position is customer facing and frontline and therefore requires the relevant license to fulfil the overall requirements. All staff are expected to be upstanding brand ambassadors.
Key Responsibilities
To carry out all allocated security duties and CCTV monitoring as per the site’s Assignment Instructions ensuring that:
- Regular patrols of the Centre and Car Park are undertaken as per the site’s patrol log and anything found which presents a hazard is dealt with immediately.
- Instructions issued by the Security Manager and/or Facilities Manager are carried out in a timely manner ensuring the safety of the public is always prioritised.
- Support and assist the Mall Supervisor and senior Management and by extension the Operations Team
- Emergencies and evacuations are managed effectively, acting as the point of contact for tenants and emergency services to ensure that the requirements of the Regulatory Reform (Fire Safety) Order are complied with.
- The daily occurrence book is completed accurately, all incidents are recorded in the Incident Log and accidents are recorded in the accident forms.
- To ensure all identified hazards, risks and/or maintenance issues are immediately escalated to line management to achieve rapid resolve.
- Contractors arriving on site adhere fully to requirements for contractor management and site H&S in line with the company policy and site procedures.
- The centre and car park are a safe and pleasant environment by dealing with incidents in a timely manner, keeping all areas clear of hazards, obstructions, litter, spillages, etc.
- In order to comply with the Security Industry Act 2001, officers must hold a valid SIA Security License and where necessary a Public Space Surveillance License, Adhere to all set policies and procedures by Savills, the end client and Queensgate Shopping Centre
- To liaise with local police, residents, authorities, and neighbouring businesses, to ensure the most effective security measures are adopted in accordance with relevant/up-to-date information.
- Provide an excellent level of customer service to site staff and all visitors, Ensure the security, safety and well-being of all site staff, visitors, assets, and the premises.
- Investigate and resolve customer complaints patiently in a timely manner and provide any necessary assistance were requested or required
- The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.
Skills, Knowledge and Experience
Essential Criteria
Must hold a valid SIA Door Supervisor Licence.
Must hold a valid Emergency First Aid at Work qualification.
Must demonstrate proficient written and verbal communication skills, including the ability to produce clear, concise and accurate incident reports.
Must be able to work both independently and as part of a team.
Must be capable of remaining calm and making sound decisions under pressure.
Must have a high standard of personal presentation and professionalism.
Must demonstrate honesty, integrity and reliability.
Must have the right to work in the United Kingdom.
Desirable Criteria
Hold a valid SIA CCTV (Public Space Surveillance) Licence.
Previous experience within a shopping centre, retail, leisure or customer-facing security environment.
Experience using CCTV, access control, incident management and radio communication systems.
Flexible approach to working hours and operational requirements.
Additional security or customer service qualifications.
Working Hours - 42 hours Ave. per week – Based on a four-on-four off Shift pattern
Salary - £13:05/hr
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Please see our Benefits Booklet for more information.
