Campus Safety Ambassador – Reception

Job Title: Campus Safety Ambassador – Reception

Location: London South Bank University (Southwark)

Reports To: Deputy Workplace Manager

Contract Type: Full-time, Permanent

Hours: 11:00 – 20:00 40hrs per week

Pay rate: £13.85

Job Purpose

To provide a visible, approachable, and professional presence across LSBU campus, ensuring a safe, secure, and welcoming environment for students, staff, and visitors. Campus Safety Ambassadors (CSAs) are cross-trained in both security and Guest Services (GS) responsibilities, acting as the first point of contact and support for all campus users. Campus Safety Ambassadors are a dedicated team across the LSBU campus to provide resilience across all roles and teams with a detailed orientated approach.

Key Responsibilities

• Student and Visitor Experience
• Confident and competent user of the LSBU Visitor management & pass system.
• Act as the face of LSBU, delivering a friendly and professional welcome at all times.
• Provide directions, information, and support to students, staff, and visitors.
• Promote and assist with the use of the SafeZone app and other campus safety tools.
• Support LSBU events such as Welcome Week, graduations, and open days.

Security and Safety

• Respond to and coordinate First Aid or Security incidents
• Comply with legal obligations and safety requirements of the role
• To be aware of and ensure compliance with all aspects of policies and relevant legal and regulatory requirements as directed by the and in accordance with UK Law and Guidance bodies
• Fully and satisfactorily complete all of the security focused tasks and duties on site as defined within the published Assignment Instructions (AI’s)
• Conduct regular patrols of campus buildings and grounds, including student residences.
• Support & respond to incidents, alarms, and emergencies, including lift entrapments and fire evacuations.
• Control access to buildings and car parks, ensuring only authorised personnel enter.
• Carry out daily/nightly audits of the visitor and contractor passes and reporting any not returned
• Maintain accurate logs and incident reports using systems such as OSHENS, ISARR, and MRI Evolution.
• To protect the customer’s property, people, and assets
• To immediately report any systems malfunctions

Guest Services

• Operate reception desks, manage visitor sign-ins, and issue passes.
• To pre-empt the needs of visitors and building users, and proactively engage with them to greet them, bid them farewell and/or provide support to them.
• Learn, know and be able to provide visitors and students with information on campus maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc
• To be highly visible, always available and the “go to” person for queries
• Answer switchboard calls and direct queries appropriately.
• Provide first aid and mental health first aid support as required.
• Ensure reception areas are tidy, professional, and welcoming.

Safeguarding and Welfare

• Actively engage with students to identify and support those in distress.
• Report safeguarding concerns and support LSBU’s Student Services team.
• Undergo regular training in mental health awareness, Prevent, and cultural competency.

Operational Support

• Regular checks of buildings, ensuring all kit is functional, and logging work orders as required.
• To setup working areas as intended and functional, to ensure colleagues, students and visitors are setup for success and can be productive whilst on site.
• Support onsite facilities inspections and service audits, reporting maintenance issues and hazards.
• Proactively log work orders
• Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self service channels
• Participate in emergency response drills and contribute to business continuity planning.
• Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
• Administrative tasks and ad hoc reporting
• Creating, updating, and displaying signage as required
• To escalate any feedback relating to the service provided by the service team
• To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
• Provide ad hoc cover and support to other work areas and teams
• Complete any reasonable management request or task

Person Specification

Essential

• SIA Door Supervisor Licence (or willingness to obtain)
• Experience in a customer-facing or security role
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• Immaculate grooming and personal presentation.
• Flexible, agile, and adaptable
• Ability to remain calm and professional in challenging situations
• Commitment to equality, diversity, and inclusion
• Essential to be able to process large volume of queries across multiple platforms
• Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation

Desirable

• First Aid and Mental Health First Aid certification
• Familiarity with incident reporting systems (e.g., OSHENS, ISARR)

Training and Development

• Cross-training in security and Guest Services.
• Access to customer and student experience training.
• Access to Mitie’s “I Am Mitie” and “Leave it to Me” customer service programmes.
• Ongoing professional development and career progression opportunities.