Mitie Store Protection Officer (M&S stores)

Posted 11/11/2021 by Mitie


Responsibiities and Dutoes

  • Clearly identified to provide customers with a visible presence at the beginning of their shopping journey
  • Confidently and proactively welcome customers to the store with a smile and by making eye contact and use a range of greeting techniques known to deter theft, violence and aggressive behaviour from occurring in the store.
  • Assist customers in navigating the store, recognising when a customer needs help and provide the right level of support
  • Be knowledgeable of the store, support key marketing messages, latest products and top questions (e.g. what time do you close?)
  • Deal calmly and empathetically with people in a variety of retail circumstances, including confrontational situations
  • Respond to door alarms in a sincere and apologetic manner, resolving any issues the customer may have
  • Identify and monitor suspicious persons, activity or theft and take appropriate customer engaging actions as required to deter
  • Recognise indicators of violence and aggression and take appropriate action to reduce
  • Provide support to stores colleagues who are involved in violent or aggressive situations.
  • Involvement in all key store engagement sessions, huddles and meetings to proactively engage all store teams on emerging risks and provide guidance on mitigation actions
  • Responsible for carrying store radio and ensuring regular engagement and networking with police, crime partnerships, bids and other security stakeholders to create collaborative relationships with the aim of reducing risk to M&S and the community
  • Report and share all incidents of theft and violence though agreed reporting channels, M&S Security Operation Centre, police and other appropriate stakeholders
  • Adopt business policy when dealing with criminals, and ensuring trespassed individuals do not re-enter the store
  • Report any incidents of known or suspected internal theft or malpractice
  • Conduct themselves in a professional manner and remain confidential at all times.
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