It is essential that our security team act with the greatest integrity and professionalism to ensure the safety, security, and protection of all our guests, clients and other visitors, and their property. As a result, we must politely request that you follow a strict code of conduct allowing us to meet high standards. Here are the fundamentals that we require from all TMS Protect security operatives and safety stewards:

Professionalism:

• Demonstrate a high level of professionalism in appearance, behaviour, and communication at all times.
• Treat all individuals with respect, courtesy, and fairness, regardless of their background or circumstances.
• Uphold the reputation of the security profession and maintain a positive image while representing the organisation.
• Familiarise yourself with our equality and diversity policy.

Integrity:

• Conduct yourself with honesty, transparency, and ethical behaviour.
• Adhere to all relevant laws, regulations, and policies in carrying out your duties.
• Avoid conflicts of interest and maintain confidentiality regarding sensitive information.

Reliability and Punctuality:

• Arrive at work on time and in proper uniform or attire.
• Follow assigned schedules and shifts diligently.
• Demonstrate reliability and dependability in fulfilling your duties and responsibilities.

Alertness and Observation:

• Remain vigilant and attentive to your surroundings, identifying potential security risks or threats.
• Report any suspicious activities, incidents, or safety hazards promptly to the appropriate authorities.
• Maintain situational awareness and respond effectively to emergencies or unforeseen circumstances.

Provide Great Customer Service

• Listen actively: One of the key aspects of providing great customer service is actively listening to customers. Give them your full attention, maintain eye contact, and show genuine interest in their needs or concerns. This helps build rapport and demonstrates that their satisfaction is your priority.
• Be empathetic: Empathy plays a crucial role in delivering exceptional customer service. Put yourself in the customer’s shoes and try to understand their perspective. Show empathy by acknowledging their emotions, validating their concerns, and offering support or solutions that address their specific situation.
• Respond promptly: Timely responses are vital in providing excellent customer service. Whether it’s answering phone calls, responding to emails, or addressing inquiries on social media platforms, strive to be prompt in your communication. Customers appreciate timely assistance, which enhances their overall experience and satisfaction.
• Offer personalise ed solutions: Every customer is unique, so it’s important to tailor your solutions to their individual needs. Avoid using generic or scripted responses. Instead, take the time to understand their requirements and offer personalise ed recommendations or solutions that best meet their expectations. This level of customisation shows that you value their business and are committed to their satisfaction.
• Go the extra mile: To truly stand out in customer service, be willing to go above and beyond. Anticipate customer needs and exceed their expectations whenever possible. This can include providing additional information, offering unexpected perks or discounts, or resolving issues swiftly and efficiently. Going the extra mile demonstrates your commitment to providing exceptional service and fosters long-lasting customer loyalty.

Conflict Resolution:

• Handle conflicts or confrontations calmly and professionally, seeking to de-escalate situations whenever possible.
• Use appropriate communication techniques to diffuse tense situations and avoid unnecessary force or aggression.
• Seek guidance from supervisors or designated personnel when faced with challenging or potentially dangerous situations.

Communication:

• Maintain clear and effective communication with fellow security personnel, colleagues, and other stakeholders.
• Follow established communication protocols, including the use of two-way radios, phones, or other designated devices.
• Report incidents, observations, or relevant information accurately and promptly through the appropriate channels.

Teamwork:

• Collaborate with fellow security personnel, as well as other staff members and emergency services, in a cooperative and constructive manner.
• Support and assist colleagues as needed, ensuring a unified approach to security operations.
• Foster a positive and inclusive team environment, promoting mutual respect and camaraderie.

Professional Development:

• Continuously enhance your knowledge and skills through ongoing training and professional development opportunities.
• Stay updated on industry best practices, emerging technologies, and relevant security procedures.
• Participate actively in debriefings, meetings, and performance evaluations to learn from experiences and contribute to improvements.
• Learn from your colleagues, paying attention to how more experienced and senior security personnel handle situations can provide great educational opportunities.

Remember, these are the minimum requirements that we expect from our employees; our Staff Handbook contains a more comprehensive code of conduct. Actual codes of conduct may vary based on the venue and environment in which you are working, in which specific security requirements may be implemented. As a security professional, you must also familiarise yourself with any venue-specific policies and guidelines to ensure compliance and maintain the utmost levels of professionalism and effectiveness.