We caught up with James Francis, Director of Security, to talk about our security colleagues, career development, communities and how the industry is changing.
Supporting colleague development
From day-to-day training and toolbox talks to apprenticeships, there are lots of opportunities for our security colleagues to continue learning and developing.
“One of the things we’re really proud of at the minute is the uptake of apprenticeships across the business. We’ve seen a significant number of colleagues taking apprenticeships on and we’re supporting them to do that. Particularly from a security perspective, it’s a great opportunity to gain qualifications and take that first step on the ladder when it comes to career progression.”
With the security industry continuing to develop, James believes giving colleagues the opportunity to keep learning is more important than ever.
Recognising the everyday
While awards and industry recognition are always something to celebrate, it’s the work happening across our locations every day that makes James particularly proud.
“For me, it’s really about the day-to-day. It’s seeing how our security officers deal with issues, whether they’re big or small, how they deal with incidents, manage people and show brilliant customer service. They might not always get the big recognition they deserve, but our reward and recognition is a big part of what we do. It’s important that our colleagues know they’re appreciated.”
Supporting our communities
Our security teams are an important part of the communities they work within, often coming from those communities themselves.
“It’s really important that our security officers understand the challenges within their community and build partnerships and relationships with key stakeholders. That way, we’re able to make the right decisions, have an impact and improve things, whether that’s from a security perspective or through wider areas such as social value and ESG.”
They also play a big part in creating a welcoming environment, often being one of the first points of contact for people visiting our locations.
What makes a great security officer?
For James, some of the most important skills aren’t necessarily technical ones.
“Being engaging, inquisitive and having that curious and vigilant mindset are really important. There also needs to be a willingness to listen, develop and learn because things are moving at such a rapid pace. Security officers need to be able to adapt, embrace new technology and new ways of working.”
Looking ahead
The security industry has changed significantly over the last decade, with social media, new technology and legislation all having an impact on the role.
“The influence of social media and technology has been a massive change. Every interaction can potentially be filmed or make it onto social media, so it’s really important that people understand how they communicate and deal with issues, and that we give them the training and support to do that.”
Looking forward, James sees Martyn’s Law and AI as two areas that will continue to shape security.
“We’re already seeing a significant influence of AI within security and technology innovation. These are important areas that we can’t ignore. It’s about making sure we get them right and making them part of what we do moving forward.”
As the security industry continues to evolve, one thing remains clear: our colleagues are at the heart of everything we do. By continuing to invest in development, embrace new ways of working and recognise the important role our security teams play within their communities, we can ensure they feel supported and ready for what comes next.
A big thank you to James for sharing his insight and to all our security colleagues for the work they do every day.
