Customer Engagement Officer

ABOUT HERE EAST

Here East is London’s fastest growing technology and innovation campus. Located on Queen Elizabeth Olympic Park, it is a launchpad for innovation and home to global technology companies, start-ups, academic institutions, content developers and creative businesses. It is now home to 6,500 people who work and study onsite.

ABOUT THE ROLE

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.

KEY DUTIES AND RESPONSIBILITIES

• 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.

Additional duties

• 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.