Retail Relief Security Officer Role Overview
This role involves predominantly working within a retail environment, with occasional deployment to other business locations. Officers are required to work across multiple sites within a reasonable distance of their home address.
Deployment details are usually provided one week in advance; however, due to operational requirements, changes may be communicated on the day. The standard pay rate is £12.71 per hour. Where a higher site‑specific rate applies, this will be paid accordingly.
Please note that some retail locations operate unpaid break policies, and you will be informed in advance where this applies.
Job Overview
To protect our client’s retail store, customers, colleagues, stock, and assets by delivering a visible, customer‑focused security presence in line with the site’s Assignment Instructions (AIs). You will play a key role in creating a safe and welcoming shopping environment, preventing loss, and supporting store operations while delivering service that meets or exceeds Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Your contribution will support both customer satisfaction and the retention of the contract.
You will also be expected to undertake ongoing training and development to enhance both your security and customer service skills.
Main Duties
Retail Operations & Customer Experience
- Provide a highly visible and approachable security presence on the shop floor, acting as a deterrent to theft and anti‑social behaviour.
- Deliver excellent customer service by assisting customers, providing directions, and supporting a positive in‑store experience.
- Work closely with store management and staff to support day‑to‑day retail operations and respond to incidents.
- Monitor store activity to identify suspicious behaviour and proactively prevent stock loss (theft, fraud, damage).
- Carry out regular patrols of the sales floor, stockrooms, and external areas in line with Assignment Instructions.
- Effectively manage conflict situations with professionalism and a customer‑first approach.
Loss Prevention & Security Compliance
- Identify, deter, and respond to shoplifting and internal theft in line with company policy and legal guidelines.
- Monitor and operate CCTV systems (where applicable) to support loss prevention and incident investigations.
- Ensure full compliance with Assignment Instructions, company policies, and UK legislation.
- Maintain an up‑to‑date SIA licence (Door Supervisor or Security Guarding) and CCTV licence where required, ensuring it is worn at all times on duty.
- Complete all required documentation, including incident reports and notebook entries, accurately and promptly.
Health, Safety & Incident Management
- Maintain a safe environment for customers and colleagues by identifying and reporting hazards.
- Respond to incidents, emergencies, and first aid situations quickly and effectively.
- Use sound judgement and initiative to manage challenging situations, escalating where necessary.
- Liaise with emergency services and internal communication teams when required.
- Ensure all check calls and control procedures are completed in line with site requirements.
Training & Development
- Complete all mandatory training, including retail‑specific security and loss prevention training.
- Continuously develop knowledge of retail risks, behaviours, and security best practices.
- Use available technology and reporting tools effectively to support performance.
- Ensure SIA licence renewal is completed in a timely manner (minimum 16 weeks before expiry).
What We Are Looking For
- Previous experience in retail security, loss prevention, or a customer‑facing environment
- Strong customer service and communication skills
- Ability to remain calm and professional in challenging situations
- SIA Licence (Security Guarding or Door Supervision) – essential
- CCTV SIA Licence – desirableSC Clearance – desirable
Benefits
Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle, including a virtual GP, financial wellbeing assistance through our Salary Finance scheme, and a range of rewards such as dental insurance, dining cards, coffee clubs, and technology products at an affordable cost. You have access to high‑street discounts through the MiDeals platform, a cycle‑to‑work scheme, and life cover that is the greater of your equivalent annual salary or a minimum of £10,000. We also offer a save‑as‑you‑earn scheme, a Mitie Matching Share Plan, and monthly recognition awards with cash prizes up to £10,000.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition, or hearing loss) and need us to make any reasonable adjustments during the recruitment process, please let us know.
