Security & Customer Service Officer - Queensgate Shopping Centre, Peterborough

Purpose of the Role

The Security and Customer Service Officers are responsible for following all client, site and company policies and procedures to ensure the safety and security of the Queensgate Shopping Centre, Peterborough. This position is customer facing and frontline and therefore requires the relevant license to fulfil the overall requirements. Customer Service is integral and necessary within the retail sector; therefore, all staff are expected to be upstanding brand ambassadors.

Key Responsibilities

Responsibilities include but are not limited to:

•               Provide and uphold an excellent level of customer service to site staff and all visitors

•               Ensure the security, safety and well-being of all site staff, visitors, assets and the premises

•               Adhere to all set policies and procedures by Savills, the end client and Queensgate Shopping Centre

•               To Comply with all relevant government regulations

•               Remain punctual, presentable and supportive of all company and site initiatives and innovations

·         Support and assist the Mall Supervisor and senior Management and by extension the Operations Team.

Customer Service

·         To liaise with the Customer as mediator in regard to all aspects of the contract.

·         To liaise with local police, residents, authorities, and neighbouring businesses, to ensure the most effective security measures are adopted in accordance with relevant/up-to-date information.

·         Investigate and resolve customer complaints patiently in a timely manner and provide any necessary assistance where requested or required

·         Work as a team to ensure the set level of customer service excellence, by the end client and Queensgate management, is always upheld

·         To cultivate and retain an effective, efficient and resourceful relationship with all site key stakeholders as part of overall customer service ambassador duties

Operational Efficiency

·         To ensure any and all identified hazards, risks and/or maintenance issues are immediately escalated to line management to achieve rapid resolve

·         To abide by all set ‘Assignment Instructions’, ‘Site Operation Procedures’ Policies and Procedures, Queensgate Shopping Centre Policies and Procedures and end-client policies and procedures

·         To escalate and attain necessary information as and when required should you not be familiar with a specific instruction, policy, procedure and/or any set instructions and duties

·         To ensure set site patrols are completed as and when instructed to, or required, and ensure relevant escalation processes and or policies tied to this instruction are stringently followed

·         Assist and support your designated line management and team members, always, to achieve set security standards on site

·         To attend all set meetings by line managers, as and when required.

·         To attend all training and development courses, seminars, and meetings, as and when required.

Continuous Improvement and Quality

·         To advise, assist and escalate any identified improvements, innovations and initiatives believed to support Savills, Queensgate and the end client with continuous quality assurance and overall improvement

·         To read, digest and understand all site relevant policies and procedures shared by site management

Other

·         To follow all other reasonable management and client requests as and when raised.

·         To internally escalate any and all concerns relating to section d(i) to maintain a healthy relationship between employee and employer at all times

Skills, Knowledge and Experience

·         Must have a valid SIA Door Supervision license.

·         Not essential but an advantage to hold a valid SIA CCTV license

·         Knowledge of emergency incident responsiveness

·         Experience in retail shopping centre environment

·         Experience in dealing with Clients and senior management personnel

·         Experience in liaising with local authorities i.e., police, fire and ambulance services

 1 X Night Shifts

1 X Days Shifts