The Contemporary Retail Security Officer: Multiskilled and fit-for-purpose
The role of security guarding in the retail environment has evolved rapidly with recent technological developments, and Covid-19 has brought further disruption. The contemporary retail security officer must be skilled to navigate new technologies and the new normal.
It may be an over simplification, but many years back the role of the retail security officer was one largely of ‘observing and reporting’. The physical presence of guards provided a degree of deterrence to shoplifters and a level of assurance to shoppers. Every so often there was an incident to respond to – a shoplifter to confront, a medical emergency to respond to, or a lost child to reunite with their parent.
Years of technological development – and a pandemic – later, security guarding at the local shopping centre is a role requiring capabilities a whole lot more nuanced than a watchful eye, a deep voice, and a strong arm.
New Technology
Contemporary retail security guarding entails a range of disciplines, from customer service and wayfinding, to identifying threats and suspicious behaviour, intelligence collection and communication, incident response, CCTV operation and footage analysis, license plate recognition monitoring, and supporting clients’ facilities management requirements.
In addition to bread and butter security taskings, our officers can be called upon to undertake Building Management Systems (BMS), Fire Warden and HSE, plant room and water tower management, contractor management, generator and lift asset monitoring, and fire panel and sprinkler valve room inspection responsibilities.
Contemporary retail security officers should possess the aptitude to acquire competencies and expertise across a diverse range of systems and processes that support the smooth operation of large and complex retail precincts.
They are also able to engage with technologies to enhance security outcomes, such as working with clients to reduce the volume of alarm response callouts to false activations, or administering SMS-based intelligence sharing applications that keep retailers and centre management in the loop in relation to persons of interest or suspicious activity.
These are the types of technology-led initiatives that FIRST Security’s retail security teams are leading in a diverse range of retail environments.
The contemporary retail security officer is also increasingly looking the part in a tech-enabled world. Advanced Stab Resistance Body Armour (SRBA) and Body Worn Cameras (BWC), for example, are worn by our officers in some settings, leading to marked decreases in aggressive and violent offender behaviour.
New Normal
The Covid-19 pandemic and associated lockdowns, restrictions and economic stresses have certainly ushered in a new era of anxieties and frustrations. Retail environments are now playing host to an increasing tempo of random public displays of anger and aggression.
Supermarkets, as mentioned in a recent FIRST blog article, have become hotspots for occupational violence and aggression as store workers and security guards bear the brunt of shoppers’ frustrations in relation to physical distancing, mask wearing, and queueing.
Contemporary retail security officers should be adept at managing customer behaviours associated with the anxieties and frustrations of the Covid ‘new normal’.
At FIRST Security, our retail security officers are specifically trained to manage aggressive behaviours, focusing their attention on body language and tone of voice, and – using these signals as a guide – de-escalating situations. It’s about possessing the skills to subtly defuse aggression rather than unwittingly contributing to it.
Covid has presented major disruption to retailers, and also to shoppers. The contemporary retail security officer should be adept in understanding the drivers of antisocial behaviours and possess the skills to handle these effectively.
Ultimately, as we enter the 2021-22 Summer retail season, it’s worth thinking about whether your security guarding provider is on top of recent technological developments and whether their personnel are adept at navigating the security dimensions of the Covid new normal. New technologies and new threats mean that security guarding isn’t what it used to be.
FIRST Security is trusted to provide security guarding and patrol services for a diverse range of retailers and retail precincts across the country. Our officers are trained in customer service, detecting risks, threats and suspicious behaviour, responding to incidents, de-escalating potential conflict situations, and in supporting clients’ facilities management requirements. They epitomise, we believe, the very model of a contemporary retail security officer.
If you’d like to discuss your retail security guarding and patrol requirements, feel free to get in touch with us.
