Security Customer Service Officer

Overview

LOCATION: Gyle Shopping Centre, Edinburgh

SHIFT PATTERN: 4 on 4 off, 42 hours per week

PAY RATE: £13.54 PER HOUR

Gyle Shopping Centre is a prestige retail outlet in Edinburgh. As part of the ABM security team, you will benefit from full uniform with an annual refresh, access to Perk box employee benefit scheme, and an Employee Assistance Programme providing 24/7 support for colleagues. This position is for a Security & Customer Service Officer working 42 hours per week, 4 on 4 off shift pattern, with paid breaks. 20 days annual leave including public holidays.

Online E-Learning supports a comprehensive Learning & Development programme offered to all ABM colleagues. Full training and induction are provided with a one-team approach.

The Gyle Shopping Centre Security & Customer Service Officers are responsible for the safety and welfare of members of the public visiting the Centre and for assisting retailers and staff in matters related to the operation of their units. Responsibilities cover a range of duties throughout the 24-hour period to ensure smooth Centre operation.

Overtime may be required at short notice as part of the role.

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 collecting litter where necessary.
• Signing in of all visitors to 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.
• Carrying out bank escorts.
• Police liaison on community and criminal matters.
• Enforce the 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 issuing Gyle Gift Cards).
• Carry out weekly checks on retailers' compliance with the Fire Precautions Act 1971.
• Carry out weekly checks on any unoccupied unit.
• Carry out daily, weekly and monthly health and safety checks and report faults.
• Comply with all Health & Safety policies and procedures.
• Check fire escapes, fire extinguishers and emergency lighting in common areas.
• Carry out daily checks on Centre Customer Service Vehicles including valet service.
• Ensure customer facilities in the Centre are clean and serviceable.
• Carry out Control Room duties, answering telephones and handling personal enquiries at Reception.

Person Specification

• Availability as required, including evenings and weekends depending on shift patterns.
• Promote a clean and safe working environment by ensuring tasks are carried out in line with company policies and procedures.
• Strong customer service skills.
• Health and safety procedures applied in compliance with legislation and company policy.
• Maintain professional standards for service, speed and quality assurance.
• Adherence to new policies and procedures to ensure a respectful workplace.

Essential Qualifications

• Sound communication skills.
• SIA License.
• CCTV License (Preferred).
• First Aid Qualification.

Benefits

• 24/7 GP for you and your immediate family from a UK-based service.
• Mental health support and life event counseling.
• Get Fit Programme and cycle-to-work scheme.
• Financial and legal support.
• Access Perks at Work with discounts, gift cards, cashback, and exclusive offers.