Job Overview

This is a distribution centre environment where customer service excellence is integral to every aspect of our operations. To safeguard our customer's property, personnel and assets by delivering comprehensive security services in strict accordance with the site's published Assignment Instructions (AIs) and any subsequent amendments. To consistently deliver exceptional customer service at all times. To deliver outcomes that meet or exceed the Key Performance Indicators and Service Level Agreements for the customer through complete responsibility and accountability, providing a service that contributes to contract retention. To pursue additional training to ensure continuous professional development.

Main Duties

• To be responsible for the day-to-day operation of the Security function in the gate house and at both of our receptions, ensuring the delivery of a professional, customer-focused service that creates a safe, welcoming, and positive experience for all colleagues, visitors, contractors, and clients.
• To act as the first point of contact for the Security team, promoting high standards of customer service, professionalism, appearance, conduct, and discipline, ensuring these standards are consistently maintained.
• To support the ongoing training and development of the Security team, ensuring all new Security Officers are fully inducted and trained in site procedures, systems, and customer service expectations, including CCTV, access control, deliveries and removals, fire alarm and intruder alarm systems.
• To foster a positive and collaborative team culture that values teamwork, accountability, and exceptional customer service, maintaining high morale through effective leadership and motivation.
• To assist in the performance management and development of Security Officers, encouraging continuous improvement in both operational effectiveness and customer service delivery.
• To support and assist with security and equipment investigations, including thefts, missing items, incidents, and complaints, ensuring all matters are handled professionally, objectively, and with excellent stakeholder communication.
• To develop and maintain strong working relationships with clients, colleagues, contractors, visitors, and external stakeholders, acting as a professional ambassador for the security function and wider business.
• To ensure Assignment Instructions and site procedures are adhered to at all times by security and relevant site personnel, promoting consistency, professionalism, and customer-focused service delivery.
• To ensure all important information is accurately communicated through Security Handovers and that all Security personnel read, understand, and acknowledge relevant updates to maintain service excellence and operational continuity.
• To ensure all security records, logs, and documentation are completed accurately, maintained to a high standard, and updated in a timely manner.
• To ensure the Security team remains fully compliant with all relevant legislation, policies, and procedures relating to data protection, confidentiality, and information security.
• To proactively identify opportunities to improve the customer experience, supporting initiatives that enhance service standards, stakeholder satisfaction, and the overall reputation of the Security team.