Customer Service Officer

Job Title

Location: The Forge

Pay Rate: £12.59 per hour

Shift Pattern: weekdays and weekends, 0 hours per week

Role Overview And Purpose

Job Purpose:

To maintain a safe and secure environment within the shopping centre by patrolling the premises, monitoring surveillance systems, responding to incidents, and providing assistance to the public.

Key Responsibilities:

Patrol Duties:

Conduct regular foot patrols of the shopping centre, including car parks, service areas, and public spaces.

Monitor for suspicious behaviour, theft, vandalism, or other criminal activity.

Surveillance Monitoring:

Operate CCTV and other security systems.

Identify potential security risks and respond accordingly.

Incident Response:

Respond promptly to alarms and emergencies (e.g., fire, medical incidents, theft).

Report and record incidents accurately and in a timely manner.

Liaise with emergency services when required.

Customer Service:

Provide directions and assistance to visitors.

Assist with lost children or vulnerable individuals.

Support retailers and staff with security concerns.

Access Control:

Monitor and control access to restricted areas.

Check deliveries and contractor credentials.

Health & Safety:

Monitor and report hazards.

Ensure compliance with safety procedures during evacuations and drills.

Reporting:

Complete daily occurrence logs and incident reports.

Maintain records of inspections, patrols, and incidents.

Key Skills And Attributes:

Strong observational skills and attention to detail.

Good communication and interpersonal skills.

Ability to stay calm under pressure and handle conflict professionally.

Physical fitness and the ability to be on foot for extended periods.

Basic computer skills (for CCTV, report writing, etc.).

Qualifications And Requirements:

Valid SIA (Security Industry Authority) licence (UK-specific; equivalent in other countries).

Previous experience in a security role is preferred.

First Aid certification (desirable).

DBS/Criminal background check clearance (depending on jurisdiction).

Knowledge of emergency procedures and health & safety regulations.

Typical Shift Patterns:

May include day and night shifts, weekends, and holidays.

Rotating shifts depending on operational needs.