Security Customer Services Officer

JOB TITLE:  Security & Customer Service Officer  

LOCATION:  Gyle Shopping Centre  

REPORTING TO: Operations Manager  

RATE OF PAY: £13.54 per hour  

SHIFT PATTERN: 42 hours per week, 4 on 4 off (including Public Holidays)  

OVERVIEW OF JOB DESCRIPTION  

Gyle Shopping Centre is one of Edinburgh’s prestige retail outlets which benefits from easy commuting from Edinburgh city Centre and surrounding areas,  it offers free parking and discounted benefits from certain retailers, As part of the ABM security team you will also benefit from full uniform with an annual refresh, access to Perk box employee benefit scheme which includes discounted Evouchers for most retailers, including Gyms, holidays and car rentals to name a few, it also offers Employee assistance programme which boosts 24/7 365 independent support for all colleagues. This position is for a Security & Custopmer Service Officer working 42 hours per week, 4 on 4 off shift pattern, with paid breaks at £12.70 per hour, we offer 20 days annual leave including public holidays.  

The Gyle Shopping Centre Security & Customer Service Officers are responsible for the safety and welfare of members of the public who visit the Centre to ensure that they have a pleasant shopping experience without fear of any incidents occurring which may affect that experience.  

They are also responsible for ensuring that assistance is afforded to all retailers and staff within Gyle in matters pertaining to the operation of their unit.In addition there are a number of duties which they perform throughout the 24 hour period that ensures the smooth running of the Centre.  

Although a shift forecast is in use you may be required to work overtime at short notice.  This is regarded as an integral part of the job and if at all possible, notice will be given.  

Main Duties & Responsibilities:   

• Dealing with customer complaints.  

• Assisting all members of the public when requested.  

• Attending first aid incidents.  

• Fire/bomb evacuation.  

• Assisting retailers in all matters relating to shoplifters. • Policing the customer and staff car parks  

• Dealing with lost/found children.  

• Dealing with lost/found property.  

• Assisting motorists within the car park (accidents, thefts etc.  

• Fire testing of the retail unit’s fire alarm systems.   

• Monitoring the Centre fire alarm panel.  

• Monitoring the Centre CCTV system.  

• Reporting defects/spillages within the Centre and collect litter where necessary.  

• Signing in of all visitors to the Centre Management.   

• Operating and monitoring the Centre intruder alarm system.   

• Radio operation and maintenance.  

• Control of all contractors ensuring compliance with Centre Operational Policy.  

• Control and issue of all Centre keys maintaining accuracy of all logs.   

• Opening and closing the Centre.  

• Carry out bank escorts.  

• Police Liaison on community and criminal matters.  

• Enforce the strict no smoking policy.  

• Implement all emergency procedures when required.  

• Patrol the mall areas of the Centre to prevent crime and unruly behaviour.  

• Customer Service Desk Duties e.g. hiring out equipment and issue Gyle Gift Cards.  

• Carry out weekly check on retailer’s compliance to the Fire Precautions Act 1971.  

• Carry out weekly checks on any unoccupied unit.  

• Carry out daily, weekly & monthly health and safety checks in the workplace and report faults.
• Comply with all Health & Safety policies and procedures.  
• Check fire escapes, fire extinguishers and emergency lighting in the common areas.  
• Carry out a daily check on the Centre Customer Service Vehicles including valet service.  
• Ensure that all customer facilities in the Centre are clean and serviceable.  
• Carry out Control Room duties, answering telephones and personal enquiries at Reception.  

Requirements

Person Specification:  

• Availability as and when required including evenings and weekends depending on shift patterns.  

• Promote a clean and safe working environment by ensuring all tasks are carried out in line with company policies and procedures.   

• Have strong customer service skills.  

• Ensure all health and safety procedures are applied in complying with legislation and company policy and procedure.   

• Maintain critical standards for professionalism, service, speed and quality assurance.   

• Adhere with new policies and procedures to ensure that a respectful workplace exists.  

Essential  

• Sound communications skills.   

• SIA License   

• CCTV License (Preferred)  

• First Aid Qulification. 

Desirable   

• 2 years Relevant experience (retail)  

• Full Driving License.  

HEALTH & SAFETY RESPONSIBILITIES  

• Follow Group and company policies and procedures at all times;  

• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;  

• Use all work equipment and personal PPE properly and in accordance with training received;  

• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;  

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page