Security Customer Service Officer

ABM; City of Edinburgh; On-site; Full time

Job summary

Join a dynamic team as a Security Customer Service Officer at a prestigious shopping centre in Edinburgh. This role offers a unique opportunity to ensure the safety and satisfaction of shoppers while working in a vibrant retail environment. With a 4 on 4 off shift pattern, you will be responsible for a variety of duties, including customer assistance, monitoring security systems, and ensuring compliance with health and safety standards. Enjoy benefits like a comprehensive training program, access to a GP, and various employee perks. If you have a passion for customer service and safety, this is the perfect opportunity for you.

Benefits

24/7 GP access

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Employee benefit scheme

Qualifications

• Strong customer service skills and sound communication abilities are essential.
• SIA and First Aid qualifications are required for the role.

Responsibilities

• Ensure safety and welfare of the public at Gyle Shopping Centre.
• Assist with customer complaints and first aid incidents.
• Monitor CCTV and manage the Centre's safety protocols.

Skills

Customer Service Skills

Communication Skills

Health and Safety Compliance

First Aid Qualification

SIA License

Tools

CCTV System

Job description

JOB TITLE: Security Customer Service Officer

REPORTING TO: Operations Manager

LOCATION: Gyle Shopping Centre, Edinburgh

HOURS: 42 hours per week, 4 on 4 off

PAY RATE: £12.75 PER HOUR

ROLE OVERVIEW AND PURPOSE

Gyle Shopping Centre is one of Edinburgh’s prestige retail outlets which benefits from easy commuting from Edinburgh city Centre and surrounding areas. It offers free parking and discounted benefits from certain retailers. As part of the ABM security team, you will also benefit from full uniform with an annual refresh, access to Perk box employee benefit scheme which includes discounted E-vouchers for most retailers, including Gyms, holidays and car rentals to name a few. It also offers Employee assistance programme which boosts 24/7 365 independent support for all colleagues. This position is for a Security & Customer Service Officer working 42 hours per week, 4 on 4 off shift pattern, with paid breaks at £12.70 per hour, and we offer 20 days annual leave including public holidays.

Online E-learning is readily available which supports our comprehensive Learning & Development programmes offered to all ABM colleagues. Full training and induction programme for all colleagues with a one team approach this is a fantastic opportunity to join our team.

The Gyle Shopping Centre Security & Customer Service Officers are responsible for the safety and welfare of members of the public who visit the Centre to ensure that they have a pleasant shopping experience without fear of any incidents occurring which may affect that experience. They are also responsible for ensuring that assistance is afforded to all retailers and staff within Gyle in matters pertaining to the operation of their unit. In addition, there are a number of duties which they perform throughout the 24-hour period that ensures the smooth running of the Centre.

Although a shift forecast is in use, you may be required to work overtime at short notice. This is regarded as an integral part of the job and if at all possible, notice will be given.

Main Duties & Responsibilities:

1. Dealing with customer complaints.
2. Assisting all members of the public when requested.
3. Attending first aid incidents.
4. Fire/bomb evacuation.
5. Assisting retailers in all matters relating to shoplifters.
6. Policing the customer and staff car parks.
7. Dealing with lost/found children.
8. Dealing with lost/found property.
9. Assisting motorists within the car park (accidents, thefts etc.).
10. Fire testing of the retail unit’s fire alarm systems.
11. Monitoring the Centre fire alarm panel.
12. Monitoring the Centre CCTV system.
13. Reporting defects/spillages within the Centre and collect litter where necessary.
14. Signing in of all visitors to the Centre Management.
15. Operating and monitoring the Centre intruder alarm system.
16. Radio operation and maintenance.
17. Control of all contractors ensuring compliance with Centre Operational Policy.
18. Control and issue of all Centre keys maintaining accuracy of all logs.
19. Opening and closing the Centre.
20. Carry out bank escorts.
21. Police Liaison on community and criminal matters.
22. Enforce the strict no smoking policy.
23. Implement all emergency procedures when required.
24. Patrol the mall areas of the Centre to prevent crime and unruly behaviour.
25. Customer Service Desk Duties e.g. hiring out equipment and issuing Gyle Gift Cards.
26. Carry out weekly checks on retailer’s compliance to the Fire Precautions Act 1971.
27. Carry out weekly checks on any unoccupied unit.
28. Carry out daily, weekly & monthly health and safety checks in the workplace and report faults.
29. Comply with all Health & Safety policies and procedures.
30. Check fire escapes, fire extinguishers and emergency lighting in the common areas.
31. Carry out a daily check on the Centre Customer Service Vehicles including valet service.
32. Ensure that all customer facilities in the Centre are clean and serviceable.
33. Carry out Control Room duties, answering telephones and personal enquiries at Reception.

Person Specification:

1. Availability as and when required including evenings and weekends depending on shift patterns.
2. Promote a clean and safe working environment by ensuring all tasks are carried out in line with company policies and procedures.
3. Have strong customer service skills.
4. Ensure all health and safety procedures are applied in complying with legislation and company policy and procedure.
5. Maintain critical standards for professionalism, service, speed and quality assurance.
6. Adhere to new policies and procedures to ensure that a respectful workplace exists.

Essential:

1. Sound communication skills.
2. SIA License.
3. CCTV License (Preferred).
4. First Aid Qualification.

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.