Mitie Security points out that the difference between the retail and commercial sectors is the officer's high public visibility, as well as the interaction between officers and their customers, and their customers' customers.

Anna Hutton-North, head of marketing at Mitie Group, says: "The officers need to be a continuation of their customer's business, in the way they act, behave and deal with the general public. Any breakdown in this cultural cohesion can result in a set of behaviours that conflicts with the customer's culture and can damage their overall brand and reputation."

Hutton-North points out that manned guarding companies are increasingly setting up specialist retail and shopping centre divisions, which highlights the market demand for quality, professional, people-focused officers.

Rob Parker, sales and marketing director of Mitie Security, explains: "The approach we take to retail and shopping centres is very different to the commercial workplace. Our staff require different skill sets, and in order to develop specialist training we are working with our clients to understand how security needs to fit into their business, so we can tailor our training accordingly."

The company points out that officers who are smartly dressed, good with time keeping and with excellent customer service skills are what a shopping centre is after.

Security firm VSG provides customer-facing security personnel to more than 50 shopping centres and retail parks across the UK. And VSG believes it is its customer service that sets it apart from many other security firms.

Like Mitie, VSG realises that, on many occasions, its security personnel will be the first point of contact for shoppers and that its staff will often be responsible for shoppers' perception of the centre. With this in mind, it places customer service training as its top priority.

During the past three years, VSG has developed a bespoke and industry award-winning standards programme known as Commitment to Quality (C2Q). C2Q not only helps individuals measure their performance but is also a catalyst for training programmes enabling staff to offer the highest levels of customer service.

In addition, VSG personnel undergo a stringent training programme backed by Skills for Security, the industry's new training body. All staff receive basic training in accordance with the new competency standards required for licensing.

OCS Security Services also realises the importance in being a proactive part of the shopping centre team. The company won the BSIA Team of the Year award for the second year running for its work at Aberafan shopping centre in Port Talbot.

Richard Fenton-Jones, divisional managing director for OCS, says: "Shopping centres are just one example of where we can add real commercial gain for our clients. By being a proactive part of the shopping centre team, our people can help customers and retailers in so many ways - spotting crime before it happens, tackling anti-social behaviour, administering first aid and reuniting lost children."

OCS also has a dedicated department dealing with shopping centre issues. Chris Morgan, who manages the account for Aberafan shopping centre, says: "In the future we are looking at getting a shopping centre security managers' forum set up, which would be great for myself and colleagues to get together and discuss issues.

"We will create a dedicated shopping centre policy as security in shopping centres is not the same as your general security work in other areas."

The team has secured the BSIA award for two years running thanks to various initiatives and implementations that see them go above and beyond their normal day-to-day duties. This has included an information-sharing partnership with the police, which has been used to tackle problems, such as anti-social behaviour of which there have been no problems now for two years.

OCS and the centre management team were also involved in setting up a scheme called Business Crime Reduction Partnership, which is now a national initiative run in conjunction with the police, local authorities and the Home Office. Alongside this, they have a photograph-sharing system in place so that the centre can exclude people who have committed a criminal offence in the shopping centre or partner retailer.

The shopping centre also invests in upgrading security systems, alarms and CCTV on an annual basis and all security officers are now trained ambulance responders, which includes having the ability to use a defibrilator, which is brought out on average two to three times a week.

Morgan adds: "Relationships have been built up between the OCS Security staff, the client and shopping centre management. We have a very close relationship with a key aim for a safe and secure shopping centre."

BSIA rewards shopping mall heroes

This year's British Security Industry Association's Annual Security Officer Awards saw a number of gongs presented to shopping centre security staff.

As well as OCS winning best team in the retail category for its work at Aberafan shopping centre, Timothy O'Callaghan, who works for Wilson James at Spindles Town Square shopping centre in Oldham, won Best Service to the Customer; Benjamin Gregory, who works for The Watch Security at the Lower Precinct shopping centre in Coventry, was awarded Best Newcomer; while Sidney Galloway of G4S Security Services and based at The Maltings shopping centre in Salisbury, won the award for Outstanding Act.

O'Callaghan was presented the award for handling a range of challenging incidents at Spindles, and for creating and driving forward dozens of crime prevention initiatives involving the police, other statutory bodies and local traders. He was also recognised for his ability to interact with people at all levels, from distressed customers who have lost children, to groups of youths that need dispersing without conflict.

In Coventry, Gregory has achieved both formal and the practical skills necessary to make him a first-class security officer at Lower Precinct. Judges recognised his admirable dedication - regularly arriving an hour early for work and always being prepared to volunteer for extra shifts in an emergency. In addition, he has performed, on a number of occasions, beyond the call of duty to prevent situations escalating.

Finally, Galloway was nominated for the Outstanding Act award following an incident at the shopping centre when he was alerted to a possible case of child abduction. Having spotted a man leading a young girl into a wooded area, he called the police and then followed the man into the woods. When the man realised he was being pursued, he fled and was later arrested and charged with abduction.

BSIA chief executive David Dickinson says: "I am always impressed by the standard of the entrants and this year was no different as the winners demonstrate their commitment to professionalism, high levels of customer service and bravery. It is only right to recognise their contribution."

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