Retail Relief Security Officer

Mitie Group plc.; North East; On-site; GBP 27,000 - 32,000; Full time

Job summary

Mitie Group plc. is seeking a Retail Relief Security Officer to protect customers, staff and assets within retail environments across multiple sites within a reasonable distance from your home.

You will be responsible for delivering a visible security presence, preventing loss, and supporting store operations while working to KPIs and SLAs. Training and development will be provided to enhance security and customer service skills.

Qualifications

• SIA Licence (Door Supervisor or Security Guarding) is essential.
• CCTV SIA Licence is desirable.
• Strong customer service and communication skills required.

Responsibilities

• Provide a highly visible security presence on the shop floor to deter theft and anti-social behaviour.
• Deliver excellent customer service by assisting customers and guiding them in-store.
• Support store operations and respond to incidents in collaboration with management.
• Monitor activity to identify suspicious behaviour and proactively prevent stock loss.
• Carry out regular patrols of sales floor, stockrooms, and external areas as per Assignment Instructions.
• Manage conflict situations professionally with a customer-first approach.
• Identify, deter, and respond to shoplifting and internal theft in line with policy.
• Monitor and operate CCTV systems to support loss prevention and investigations.
• Ensure compliance with Assignment Instructions and UK legislation.
• Maintain up-to-date SIA licences and wear them on duty.
• Complete incident reports and notebooks accurately and promptly.
• Maintain a safe environment by reporting hazards and responding to incidents.

Skills

SIA Licence

CCTV Licence

Customer service

Communication

Tools

CCTV systems

Job description

Retail Relief Security Officer Role Overview

This role involves predominantly working within a retail environment, with occasional deployment to other business locations. Officers are required to work across multiple sites within a reasonable distance of their home address.

Deployment details are usually provided one week in advance; however, due to operational requirements, changes may be communicated on the day.

The standard pay rate is £13.10 per hour. Where a higher site-specific rate applies, this will be paid accordingly.

Please note that some retail locations operate unpaid break policies, and you will be informed in advance where this applies.

Job Overview

To protect our client's retail store, customers, colleagues, stock, and assets by delivering a visible, customer-focused security presence in line with the site's Assignment Instructions (AI's).

You will play a key role in creating a safe and welcoming shopping environment, preventing loss, and supporting store operations while delivering service that meets or exceeds Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Your contribution will support both customer satisfaction and the retention of the contract.

You will also be expected to undertake ongoing training and development to enhance both your security and customer service skills.

Main Duties

Retail Operations & Customer Experience

• Provide a highly visible and approachable security presence on the shop floor, acting as a deterrent to theft and anti-social behaviour.
• Deliver excellent customer service by assisting customers, providing directions, and supporting a positive in-store experience.
• Work closely with store management and staff to support day-to-day retail operations and respond to incidents.
• Monitor store activity to identify suspicious behaviour and proactively prevent stock loss (theft, fraud, damage).
• Carry out regular patrols of the sales floor, stockrooms, and external areas in line with Assignment Instructions.
• Effectively manage conflict situations with professionalism and a customer-first approach.

Loss Prevention & Security Compliance

• Identify, deter, and respond to shoplifting and internal theft in line with company policy and legal guidelines.
• Monitor and operate CCTV systems (where applicable) to support loss prevention and incident investigations.
• Ensure full compliance with Assignment Instructions, company policies, and UK legislation.
• Maintain an up-to-date SIA licence (Door Supervisor or Security Guarding) and CCTV licence where required, ensuring it is worn at all times on duty.
• Complete all required documentation, including incident reports and notebook entries, accurately and promptly.

Health, Safety & Incident Management

• Maintain a safe environment for customers and colleagues by identifying and reporting hazards.
• Respond to incidents, emergencies, and first aid situations quickly and effectively.
• Use sound judgement and initiative to manage challenging situations, escalating where necessary.
• Liaise with emergency services and internal communication teams when required.
• Ensure all check calls and control procedures are completed in line with site requirements.

Training & Development

• Complete all mandatory training, including retail-specific security and loss prevention training.
• Continuously develop knowledge of retail risks, behaviours, and security best practices.
• Use available technology and reporting tools effectively to support performance.
• Ensure SIA licence renewal is completed in a timely manner (minimum 16 weeks before expiry).

What We Are Looking For

• Previous experience in retail security, loss prevention, or a customer-facing environment
• Strong customer service and communication skills
• Ability to remain calm and professional in challenging situations
• SIA Licence (Security Guarding or Door Supervision) – essential
• CCTV SIA Licence – desirable

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