Customer Service Officer/Security Guard - Buchanan Galleries

Purpose of the Role

As a Customer Service Officer at Buchanan Galleries, you will play an integral role in ensuring that consistently high standards of security, safety and customer service are delivered at all time to visitors, colleagues, retailers and visiting contractors. You will assist with the smooth running of the shopping centre and assist in any emergency situation which may occur. This involves providing visible security cover to the centre, handling enquiries and customer concerns, monitoring CCTV (where appropriate by suitably trained and licensed staff) and controlling contractors and deliveries to the site.

Key Responsibilities

Responsible to: Security Manager

Main Duties - Security

To work the hours and shifts in accordance with conditions of employment

To undertake regular patrols of the centre as instructed by Centre Management

To carry out duties in accordance with Assignment Instructions issued by Centre Management

To comply fully with the Health and Safety Policy of the centre

To ensure that the requirements of the Fire Regulations are strictly complied with at all times

To ensure that the Rules and Regulations of the centre are complied with at all times

Ensure that all incidents are reported and logged in the incident log

Ensure that contractors on site adhere fully to the centre procedures for contractor management

Ensure that the Centre is a safe place for visitors

To assist with enquiries from the public and retailers

To attend and undertake all training as specified by centre management

To be aware of hostile reconnaissance and report any unusual activity immediately

To be aware of and abide by all rules, terms and conditions of the company

Main Duties – Customer Service

To have the customer’s welfare and visiting experience at the forefront of your mind, ensuring that you provide the best customer service at all times

To ensure that you provide a friendly welcome to every customer when covering ‘door’ duties

To ensure that retailers are treated with respect and courtesy and that a professional working relationship is maintained

Undertake any training in Customer Service Best Practice, as and when required

Act as a Brand Ambassador for Buchanan Galleries at all times

Skills, Knowledge and Experience

Essential

In order to comply with the Security Industry Act 2001, officers must hold a valid SIA Security Licence and where necessary a Public Space Surveillance Licence

Reliable, helpful and well-presented and with excellent people skills.

Ability to work in a team, or alone under the direction of Centre Management.

Team player with strong customer service skills, able to provide a helpful and polite service, by telephone, email and in person.

Pleasant manner and efficiency in relaying messages and taking instructions.

Excellent communication skills.

Ability to deal with confidential information.

A calm disposition.

Able to work under pressure to deadlines.

Careful and conscientious with an aptitude for attention to detail.

Confident enthusiastic personality – the role involves retailer liaison to improve and maintain communications between centre management and tenants.

Observant

To be able to work the hours and shifts in accordance with conditions of employment.

Site Benefits

Free parking

Discretionary annual Bonus

Desirable

To have good working knowledge of the Centre, and it’s retailers, and the city centre. Also to have a good understanding of local city centre amenities to help with tourism, retail, accommodation and transport enquiries, and/or the skills to source relevant information quickly and efficiently.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as deemed necessary from time to time.

Working Hours

40

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