Retail Security Officer: Calm, Customer‑Focused Presence

Mitie Group; Cardiff; On-site; GBP 16,000 - 23,000; Full time

Benefits offered by this job

20% colleague discount

Beverages and snacks during shift

Full training and SIA licence renewal

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Job summary

Mitie Group is recruiting for a Retail Security Officer at M&S Culverhouse Cross in Cardiff. The role focuses on maintaining a safe, welcoming store environment while supporting customers and colleagues.

You will be responsible for responding to incidents, de-escalating situations and collaborating with thestore team to uphold the M&S standard of service and security. A strong, customer-focused approach is essential.

Qualifications

• Minimum 5 years of traceable UK work history.
• Experience in customer-facing roles preferred.
• Ability to de-escalate incidents and respond appropriately to security concerns.

Responsibilities

• Maintain a visible, welcoming presence within the store.
• Support customers and colleagues professionally and confidently.
• Respond to incidents, theft and security concerns in line with policy.
• De-escalate challenging situations calmly and respectfully.
• Work collaboratively with store teams as part of the wider M&S environment.
• Deliver high standards of professionalism, communication and customer service at all times.

Skills

Communication

Professionalism

Emotional intelligence

Calm under pressure

Customer focus

Job description

Mitie Group is recruiting for a Retail Security Officer at M&S Culverhouse Cross in Cardiff. The role focuses on maintaining a safe, welcoming store environment while supporting customers and colleagues.

You will be responsible for responding to incidents, de-escalating situations and collaborating with thestore team to uphold the M&S standard of service and security. A strong, customer-focused approach is essential.