KEY SKILLS:

• Active, enthusiastic, and approachable as the role involves engaging with the general public, answering their questions, and providing an excellent level of service to all customers.
• A desire to help people, deliver pro-active level of customer service and be always professional as an ambassador for the railway.
• Good conflict management skills and the ability to diffuse situations appropriately.
• You will need to hold a valid SIA Door Supervisor License
• You must have an excellent level of communication with a good command of the English language.
• Good written English is essential.

THE ROLE:

To proactively patrol our client’s infrastructure, providing excellent customer services, ensuring a safe and secure environment for our client’s customers and staff. If you are someone who likes to interact with people and thrives in a busy environment where no two days are the same, then this role is for you.

CORE DUTIES AND RESPONSIBILITIES OF A SAFEGUARDING OFFICER:

• You will be customer-facing providing a high-profile level of reassurance, offering support and assistance to customers creating a safe and secure environment.
• Provide a clearly visible customer service and safety presence for passengers on board trains and at stations.
• Update electronic daily logs and activity sheets.
• Assist our client’s staff in times of disruption ensuring customer needs are addressed.
• Carry out reactive security checks, following the HOT and WHAT protocols.
• Deliver meaningful crime prevention measures in an interactive and friendly manner in conjunction with British Transport Police.
• Maintain vigilance in order to anticipate and intervene in the event of acts of anti-social behaviour in accordance with company policy.
• Take appropriate action in dealing with and helping to prevent physical and verbal assaults on staff and customers and provide written reports as required.
• Assist in reducing crime, anti-social behaviour, and public order offences.
• Be fully aware of the local Emergency Plans for all stations and on board trains.
• Actively engage with staff and customers, providing exceptional customer service.
• Always operate within the law, and professionally deal with any individual who refuses to act in accordance with the Railway By-laws and Conditions of Carriage.
• Ensure you act in a proactive manner in the performance of your duties and maintain your personal safety and that of your colleagues by making appropriate interventions, including calling upon the assistance of a competent person or emergency services where necessary.
• Support and assist Security Officers that are located at a station.
• Conduct Safeguarding patrols on stations.
• Conduct Safeguarding patrols onboard trains.
• Ensuring understanding and demonstrable implementation of the company values: Always do right, Always seek better, Always put people first, Be proactive, We Listen

PATROL RESPONSIBILITIES:

• HOT protocol to be followed in relation to suspect packages/vehicles.
• WHAT protocol to be followed in relation to suspect people.
• Enforcing Railway Byelaws
• Safeguarding duties involving vulnerable adults and children

HEALTH & SAFETY RESPONSIBILITIES:

• To comply with health & safety instructions and directives issued within our client’s Safety Manual.
• To use the appropriate safety equipment properly and to wear Personal Protective Equipment where applicable and report any loss.
• To refrain from the wilful misuse or interference with anything provided in the interests of health, safety and welfare.
• To refrain from any action that might endanger themselves, other employees, customers or members of the public.
• To report immediately any accidents, incidents or near misses as soon as possible. This should include both personal injury and vehicle damage.
• To comply with all company policies including the Safety and Environmental Policy Statements and Drugs and Alcohol Policy.
• To continuously conduct a dynamic risk assessment at all times.

PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU:

• Hold a current, valid SIA Licence
• Can provide a full 5 years of work history without gaps.
• Have a flexible approach to working shifts including weekends.