Customer Service Officer

ABM; Cramlington; On-site; GBP 26,520; Full time

Benefits offered by this job

24/7 GP services

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Job summary

A global facility services provider is seeking a Customer Service Officer in Cramlington. The role focuses on ensuring exemplary safety and customer service standards. Responsibilities include interacting with visitors, conducting patrols, managing incidents, and maintaining a secure environment. Candidates should possess a valid SIA License and demonstrate excellent communication skills. The position offers a pay rate of £12.75 per hour and various employee benefits.

Qualifications

• Must hold a valid SIA License.
• Professional, friendly, courteous, and helpful while carrying out duties.
• Ability to work unsupervised and take responsibility.

Responsibilities

• Ensure exemplary standards of Security and Customer Service.
• Interact with all visitors/tenants delivering first-class service.
• Carry out regular patrols of the shopping centre.
• Respond timely to all security issues and events.

Skills

Excellent communication skills

Professionalism and courtesy

Ownership of tasks

Teamwork

Ability to remain calm under pressure

Excellent observational skills

Job description

LOCATION: Manor Walks Shopping Centre

WORKING HOURS: 42 Hours per week, 4 on 4 off

PAY RATE: £12.75 per hour

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department [e-mail]. We're here to help!

ROLE OVERVIEW AND PURPOSE

Customer Service Officer will ensure exemplary standards of Security and Customer Service are always provided to the client and visitors to the site. The role will be the public face of the security team and should always act with professionalism. A can‑do attitude is essential in this highly influential role.

Must hold a valid SIA License.

KEY RESPONSIBILITIES

• Interact with all visitors/tenants within the shopping centre, delivering first class customer focused service.
• Carry out regular patrols of the shopping centre as detailed in the site Assignment Instructions, being always proactive.
• Continuously look for opportunities to be of assistance to visitors at the shopping centre, proactively helping wherever opportunities arise.
• Safeguarding all the sites are safe and non‑threatening environment for all visitors/tenants.
• Ensuring all incidents are managed in accordance with site policies and procedures.
• Liaising with site control room proactively reacting to incidents and ensuring colleagues are fully briefed and always supported.
• Ensuring any unsecure areas of the site are reported to Control Room immediately and action taken to resolve.
• Able to record/log all non‑conformances and emergencies with the appropriate control room operatives.
• Deal efficiently and effectively with all emergencies ensuring the Centre team are kept fully informed
• Intelligent understanding of human behaviour, monitoring and surveillance of suspect individuals, logging, and reporting incidents in line with site/company polices.
• Maintain vigilance and highlight/manage unauthorised access by banned individuals.
• Undertake any other reasonable duties as required to meet the needs of the business.
• Ensure a timely response to all security issues and events.
• Complete all training requirements as requested by line manager.

REQUIRED SKILLS AND EXPERIENCE

• Be professional, friendly, courteous, and helpful whilst carry out duties to the highest standard.
• One team approach.
• Take ownership of all situations to ensure tasks are completed or escalated when necessary.

ESSENTIAL SKILLS

• Excellent written and verbal communication skills
• Able to work unsupervised and take responsibility
• Able to remain calm under pressure
• Adaptable and flexible in approach to work required
• Willingness and ability to work as a member of a team
• Excellent observational skills

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.

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.