Customer Service Officer / Security

Job Title: Customer Service Officer / Security GuardRate of Pay: £14.27 per hourContract: PermanentType of Employment: Full TimeHours: 40 hours per weekLocation: Buchanan Galleries, 220 Buchanan Street, Glasgow, Scotland, G1 2FF

Valid SIA license is essential.

As a Customer Service Officer you will play an integral role in ensuring that consistently high standards of security, safety and customer service are delivered at all times to visitors, colleagues, retailers and visiting contractors. You will assist in any emergency situation, providing visible security cover, handling enquiries and customer concerns, monitoring CCTV where appropriate, and controlling contractors and deliveries to the site.

Main Duties – Security

• Work the hours and shifts in accordance with conditions of employment.
• Undertake regular patrols of the site as instructed by Management.
• Carry out duties in accordance with Assignment Instructions issued by Management.
• Comply fully with the Health and Safety Policy of the site.
• Ensure that the requirements of the Fire Regulations are strictly complied with at all times.
• Ensure that the Rules and Regulations of the site are complied with at all times.
• Record all incidents in the incident log.
• Ensure that contractors on site adhere fully to the site procedures for contractor management.
• Ensure that the site is a safe place for visitors.
• Assist with enquiries from the public and retailers.
• Attend and undertake all training as specified by management.
• Be aware of hostile reconnaissance and report any unusual activity immediately.
• Abide by all rules, terms and conditions of the company.

Main Duties – Customer Service

• Prioritise the customer’s welfare and visiting experience, providing the best service at all times.
• Provide a friendly welcome to every customer when covering ‘door’ duties.
• Treat retailers with respect and courtesy, maintaining a professional working relationship.
• Undertake any training in Customer Service Best Practice as required.
• Act as a Brand Ambassador at all times.

Skills, Knowledge and Experience

Essential

• Hold a valid SIA Security Licence and, where necessary, a Public Space Surveillance Licence.
• Reliable, helpful, well-presented, and possessing excellent people skills.
• Ability to work in a team or independently under the direction of Management.
• Strong customer service skills with the ability to provide a helpful and polite service by telephone, email and in person.
• Excellent communication skills.
• Ability to deal with confidential information.
• Calm disposition.
• Ability to work under pressure to meet deadlines.
• Confident and enthusiastic personality, especially in retailer liaison to improve communications between management and tenants.

Desirable

• Good understanding of local city centre amenities to assist with tourism, retail, accommodation and transport enquiries.
• Skills to source relevant information quickly and efficiently.

Benefits

• Flexible benefits scheme including dental insurance, dining cards, coffee clubs, technology products, and high street discounts.
• Virtual GP and salary finance scheme allowing access to earned pay before payday.
• Cycle-to-work scheme and life cover at least £10,000.
• Save-as-you-earn scheme and Mitie Matching Share Plan.
• Recognition through Mitie Stars with monthly and yearly prizes.

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