Job Title: Customer Service Officer / Security Guard Rate of Pay: £14.27 per hour Contract: Permanent Type of Employment: Full Time Hours: 40 hours per week Location: Buchanan Galleries, 220 Buchanan Street, Glasgow, 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 time to visitors, colleagues, retailers and visiting contractors. You will assist in any emergency situation which may occur, providing visible security cover, handling enquiries and customer concerns, monitoring CCTV (where appropriate by suitably trained and licensed staff) and controlling contractors and deliveries to the site. Main Duties - Security To work the hours and shifts in accordance with conditions of employment To undertake regular patrols of the site as instructed by Management To carry out duties in accordance with Assignment Instructions issued by Management To comply fully with the Health and Safety Policy of the site 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 site 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 site procedures for contractor management Ensure that the site is a safe place for visitors To assist with enquiries from the public and retailers To attend and undertake all training as specified by 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 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 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. Confident enthusiastic personality – the role involves retailer liaison to improve and maintain communications between management and tenants. Desirable 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. Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we'll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more! We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000! Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you. Since 1987, Mitie's 68,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools. Join our Mitie Team. Together our diversity makes us stronger.