Customer Engagement Officer

Primary Responsibility: Provide a safe and secure environment for all staff, tenants, visitors, students and contractors, following instructions from the Security Control Room, Security Shift Manager and Customer Engagement Manager. Be able to champion and lead with a service excellence approach to all customers in line with the site Assignment Instructions, Standard Operating Procedures and company processes.

Duties:

• Service excellence to all customers.
• Front of House duties and visitor management.
• Incident response.
• First Aid and First Responder duties.
• Fire Marshal and refuge assistance duties.
• Banksman and vehicle management.
• Problem-solving and a proactive approach to duties.
• Manual handling and moving items (such as barriers) when required.
• Supporting the wider Security operation when required (including the roles of a Security Officer).
• Assisting with last-minute requests.

Job Description:

• Arrive 10 minutes before the shift starts for a comprehensive handover, briefing, uniform inspection, and equipment collection.
• Champion and lead high standards of security and service excellence, ensuring the safety of premises, personnel, and assets.
• Report to the Customer Engagement Manager, whilst still supporting the wider Security operation when required.
• Be a brand ambassador, presented in a smart, professional appearance in full uniform, projecting a friendly, approachable and courteous image.
• Deliver service excellence with vigilance, adhering to the 3 Ps: Polite, Positive, and Professional, in line with the Here East core values of Care, Courage and Collaborate.
• Remain consistently alert and responsive, reporting any suspicious activity or security concerns immediately to the Security Control Room (SCR).
• Fulfil Fire Marshal duties in accordance with Fire Evacuation SOP and training.
• Monitor entry and exit points, reporting any irregularities, risks or potential hazards.
• Support with visitor sign-in / sign-out procedures.
• Maintain accurate daily logs, incident reports, and documentation. Strong written English required.
• Carry out escorting duties and respond to ad hoc security requests when required.
• Conduct equipment checks at the start of each shift, reporting any faults or damage.
• Adhere to the daily Deployment Timetable, remaining at assigned posts unless instructed otherwise, whilst remaining flexible to operational demands.
• Provide a high-profile customer and visitor engagement presence, remaining mobile and observant.
• Using electronic systems (such as Locale, Kinexio, Outlook, Microsoft Word, Microsoft Teams, and Genetec) to follow site procedures and communications. Basic IT knowledge required.

This description provides a general overview of the role and is not exhaustive of all duties.