Customer Service Officer

LOCATION: The Forge

PAY RATE: £12.59 per hour

SHIFT PATTERN: weekdays and weekends, 0 hours per week

If you require any additional support or adjustments during the recruitment process, please don\’t hesitate to contact our Recruitment Department at recruitment@abm.com. We\’re here to help!

ROLE OVERVIEW AND PURPOSE

To maintain a safe and secure environment within the shopping centre by patrolling the premises, monitoring surveillance systems, responding to incidents, and providing assistance to the public.

Key Responsibilities

Patrol Duties

• Conduct regular foot patrols of the shopping centre, including car parks, service areas, and public spaces.

Surveillance Monitoring

• Operate CCTV and other security systems.
• Identify potential security risks and respond accordingly.

Incident Response

• Respond promptly to alarms and emergencies (e.g., fire, medical incidents, theft).
• Report and record incidents accurately and in a timely manner.
• Liaise with emergency services when required.

Customer Service

• Provide directions and assistance to visitors.
• Assist with lost children or vulnerable individuals.
• Support retailers and staff with security concerns.

Access Control

• Monitor and control access to restricted areas.
• Check deliveries and contractor credentials.

Health & Safety

• Monitor and report hazards.
• Ensure compliance with safety procedures during evacuations and drills.

Reporting

• Complete daily occurrence logs and incident reports.
• Maintain records of inspections, patrols, and incidents.

Key Skills and Attributes

• Strong observational skills and attention to detail.
• Good communication and interpersonal skills.
• Ability to stay calm under pressure and handle conflict professionally.
• Physical fitness and the ability to be on foot for extended periods.
• Basic computer skills (for CCTV, report writing, etc.).

Qualifications and Requirements

• Valid SIA (Security Industry Authority) licence (UK-specific; equivalent in other countries).
• Previous experience in a security role is preferred.
• First Aid certification (desirable).
• DBS/Criminal background check clearance (depending on jurisdiction).
• Knowledge of emergency procedures and health & safety regulations.

Typical Shift Patterns

• May include day and night shifts, weekends, and holidays.
• Rotating shifts depending on operational needs.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

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 that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment 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.