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 management 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

• Taking care of own and others health and safety.
• 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.
• 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 management, 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 policies.
• 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 to.
• Maintain continuous monitoring of centre radio systems adhering to correct radio procedures at all times.
• 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.