A sector presenting individual challenges

In recent years, retailers have faced mounting challenges. Perhaps the most dramatic of these was the Covid pandemic, which meant that retail businesses had to introduce new infection-control practices and social distancing measures. These imposed additional inconvenience and costs, all of which coincided with lower customer footfall and, in most cases, sharply declining profits.More recently, retailers have also found themselves operating during what is said to be the worst cost-of-living crisis for over 70 years. More and more families are struggling to afford ordinary household essentials such as food and clothing, and this presents new risks of its own.While the Covid pandemic demanded a security response in terms of enforcing new social distancing requirements and other safety measures, the current affordability crisis has demanded a response to age-old problems such as shoplifting. Retailers are reporting more cases of in-store theft and, in some areas, even a rise in the number of threats or physical assaults upon staff.

A Retail Security Presence

It’s hard to over-state the importance of having a physical security presence in retail areas that may be the target of criminal activity. A security guard can be a very effective deterrent to theft, vandalism and aggressive behaviour. This applies whether he/she is working in a single store or as part of a larger security team protecting a whole shopping centre. However, teams do certainly have a deterrent effect that grows much stronger with scale. When security staff are equipped with two-way radios to maintain contact nearby colleagues, and when they have access to a CCTV monitoring station, the protection they can offer against would-be thieves and vandals is greatly enhanced.However, even when only a single security officer is present, it can still have a dramatic effect. For opportunistic criminals, the sight of a uniformed guard standing at the store entrance – or perhaps patrolling the aisles – is a clear sign that they should leave the store well alone. It indicates a heightened risk of being seen, detained and brought to justice. Conversely, that same sight can be distinctly comforting for staff and genuine customers. It provides reassurance that they are shopping in a safe, protected environment and that the retailer takes their security seriously.

Customer Service

This brings us on to another important dimension of the retail security guard’s role. It is a customer-facing job; one that will involve regular contact and conversations with shoppers. It might be something as simple as directing someone to the checkout or bathroom, but it could also be something more unusual: receiving an item of lost property, perhaps, or keeping an eye open for a lost child.The point is that a uniformed security guard will be perceived as part of the retail operation; part of its brand. Consequently, it’s also a kind of customer service role, which means that it demands courtesy, a consistently smart appearance and a willingness to help. Communication skills are therefore really valuable and a good security operative will always be ready to act in either capacity – as security professional or as the approachable face of the retail brand.

Protecting the Whole Retail Operation

Mostly, when we think about retail security, we tend to focus on the front-of-house operations. For example, apprehending shoplifters, monitoring suspicious behaviour, defusing conflict and generally keeping things calm and pleasant in the main shopping area. These are all perfectly common requirements for a retail security officer and they can be expected to be part of the working experience.However, for larger operations such as supermarkets, retail parks and large DIY or homeware stores, the role of the security guard may well extend to protecting and monitoring the whole site. This might include the customer and staff car parks, all the various points of entry to the building, and particularly high-risk areas such as loading bays.Some retail premises will often be restocked late at night when the shop itself is closed and either a single worker or a small team will be left to take deliveries. At such times, the site may be more vulnerable to planned break-ins and robberies, and lone-working staff or even delivery drivers may be at risk of attack. Consequently, an important part of a security guard’s role might be to maintain an effective presence and deterrent, especially during periods when the store is closed or very lightly staffed.

Security Technology

Fortunately, security system designers are developing new solutions just as quickly as new challenges arise for retailers. Improvements in fixed and mobile CCTV systems have been particularly important because they have improved the quality of video footage while simultaneously making the technology more affordable and accessible. Linked to an on-site security lodge or a third-party monitoring centre, good cameras now make it much easier to identify intrusions and criminal activity, even in low light conditions.Of course, mounting a response to an intrusion or attempted theft still demands a presence on the ground, so technology is very much an additional tool rather than a replacement for reliable security staff. Nevertheless, when supported by clear CCTV coverage, a security officer will be better able to prevent or react to criminal behaviour and, in many cases, provide valuable CCTV footage to the police service as evidence of whatever activity might have taken place.

More Information

Our security staff undergo intensive training to ensure that they can act effectively and responsibly in all kinds of retail environment. For information about any aspect of manned guarding and security services, please contact us today on 0800 035 6607.