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As a security officer your primary role is to protect businesses employees, visitors and property (buildings and assets).

However it is also your job to deal with people, and this is why the role of a modern security officer has subtly changed. At least at ESG Security. We believe security guarding and customer service go hand in hand.

From putting officers on customer service awareness courses to providing unique security training for their post, our security officers are always confident and highly effective in their role.

In hospitals or customer facing businesses for example, our security officers provide a professional and welcoming face, whilst de-escalating aggressive situations and keeping everyone safe.

With such a wide range of potential situations for security officers to deal with, what kind of skills and personality traits are needed? Keep reading to find out.


Most days and weeks will be uneventful, but its essential security officers are alert and observant to threats. Whether you are the security officer for an office building, a hospital, or any other organisation, the constant possibility of a threat means you must stay alert and focused.

Assess the situation

When faced with threats, security officers should use their own initiative to decide the level of risk and decide quickly on the course of action, whether that is acting independently or requesting support. In these types of situations its important security officers don’t get caught up in the moment. A good security officer will know when to call the police.

Deal with a problem the right way

When faced with a tense situation security officers should not use bad language or threaten violence. Security officers should instead use conflict management skills to try and resolve the matter in a clam and professional way.

Customer contact

Understanding customer service is the most overlooked aspect of being a security officer. People will talk to you, ask for directions and advice. It is entirely natural for you to answer these questions or even have a friendly chat. Being polite and approachable will help them feel relaxed and comfortable – which is you doing your job.

Communicate effectively

As a security officer you need effective face-to-face communication. Effective communication is talking in a calm manner and focusing on what is being communicated. Many people talk but do not communicate. Communication is all about understanding how the other person thinks, and offering the right help.

Just the facts

Security officers are the first line of defence and need to be able to report things accurately and clearly. Effective communication skills go hand in hand with alertness, as security officers need to be able to say what they saw in case of an incident. A competent security officer will prepare an incident report before being asked.


All jobs require excellent organisation and security is no different. To avoid misunderstandings, always follow the sites assignment instructions. This will help you conduct your job accurately, which will be extremely helpful not only for yourself but your colleagues as well. For example:

It’s important to not miss any of these, as this is the customers prioritised to-do list. The customer though is not just the client, but anyone you come across.

In security things are always changing, and security officers need to be especially willing to continuously improve and learn new skills. If you can do this, then you could have a promising career in security.

Please Note: If you want to work in the security industry you will need an SIA licence. You will also need to provide an up-to-date first aid certificate. ESG Security does not provide SIA training courses. If you’re unemployed or on a low income you could qualify for free training – speak to the Jobcentre about this.

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