Security Customer Service Officer

ABM UK; City of Edinburgh; On-site

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, offering easy commuting from Edinburgh city Centre and surrounding areas, free parking, and discounted benefits from certain retailers. As part of the ABM security team, you will benefit from a full uniform with an annual refresh, access to the Perk box employee benefit scheme, which includes discounted E-vouchers for most retailers, and an Employee Assistance Programme providing 24/7 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 £12.75 per hour, and 20 days annual leave including public holidays.

Online E-learning is readily available, supporting our comprehensive Learning & Development programmes offered to all ABM colleagues. A full training and induction programme is provided, making this 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 visiting the Centre, ensuring they have a pleasant shopping experience without fear of incidents. They assist retailers and staff with operational matters and perform various duties throughout the 24-hour period to ensure the smooth running of the Centre.

Although a shift forecast is in use, you may be required to work overtime at short notice, which is regarded as an integral part of the job.

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 with 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 collecting litter where necessary.
14. Signing in 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. Carrying out bank escorts.
21. Police Liaison on community and criminal matters.
22. Enforcing the strict no smoking policy.
23. Implementing all emergency procedures when required.
24. Patrolling 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. Carrying out weekly checks on retailer compliance with the Fire Precautions Act 1971.
27. Carrying out weekly checks on any unoccupied unit.
28. Carrying out daily, weekly & monthly health and safety checks in the workplace and reporting faults.
29. Complying with all Health & Safety policies and procedures.
30. Checking fire escapes, fire extinguishers, and emergency lighting in common areas.
31. Carrying out daily checks on the Centre Customer Service Vehicles including valet service.
32. Ensuring that all customer facilities in the Centre are clean and serviceable.
33. Carrying out Control Room duties, answering telephones and personal enquiries at Reception.

Person Specification:

1. Availability as required, including evenings and weekends.
2. Promoting a clean and safe working environment by ensuring all tasks are carried out in line with company policies and procedures.
3. Strong customer service skills.
4. Ensuring all health and safety procedures are applied in compliance with legislation and company policy.
5. Maintaining critical standards for professionalism, service, speed, and quality assurance.
6. Adhering to new policies and procedures to ensure a respectful workplace.

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:

1. 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
2. Mental Health support and Life Event Counseling.
3. Get Fit Programme.
4. Financial and legal support.
5. Cycle to work scheme.
6. Access to Perks at Work, our innovative employee app where you can find:
7. Perks: discounts, gift cards, cashback, and exclusive offers.
8. Life: resources and tools on topics ranging from family and life to health, money, and work.
9. 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 including cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission-critical solutions. ABM delivers these custom facility solutions to properties across various industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants, distribution centres, entertainment venues, and more. In the UK, we’re proud to service iconic sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM is committed to employment practices that promote diversity and inclusion 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.