Engagement Officer

Position: Engagement Officer 

Salary:  Entry Level - £28,052.93 per annum

Schedule: 40 hours per week

Location: FGH Security Lancaster (LA1 4XQ)

Closing Date: 24/04/2026 (we reserve the right to close this vacancy early should a suitable candidate be identified).

At FGH Security, we pride ourselves in our core values they guide everything we do. We believe in "Looking After Our Team," "Giving Something Back," and striving to "Be Great Today, Better Tomorrow." 

We are looking for a proactive and personable Engagement Officer to join our team. This is a key, office-based role acting as the first point of contact for our employees. Providing support, answering queries and ensuring a positive experience across the business.

This role will act as a one-point resolution service, taking ownership to resolve issues efficiently and ensuring a seamless experience for all team members.

Please note: This is a fully office-based role. Remote or hybrid working is not available.

Main Duties and Responsibilities:

• Act as the first point of contact for team member queries, providing timely and accurate support.
• Handle inbound calls from FGH team members, resolving queries or directing them appropriately.
• Manage external calls and route them to the correct departments.
• Investigate and source answers to team queries across the business.
• Monitor and manage the Engagement Team inbox.
• Act as a key link between employees and the wider organisation.
• Work closely with the Resourcing team to support and resolve employee queries.
• Maintain accurate and up-to-date records across internal systems.
• Proactively engage with team members to support a positive employee experience.

 Skills and Experience:

• Excellent verbal and written communication skills.
• Confident and professional telephone manner.
• Strong interpersonal skills with a customer-focused approach.
• Highly organised with excellent time management.
• Strong attention to detail.
• Effective problem-solving abilities.
• Proficiency in Microsoft 365 applications (including Outlook, Excel, Word, and Teams), with the ability to quickly adapt to new systems.
• Experience in a customer service, customer success or call centre role preferred.

Schedule:

• 40 hours per week.
• Monday to Friday 09:00 – 17:30.
• You may have the opportunity to undertake additional shifts within our security and stewarding operations. These shifts are optional and only available Friday evenings and Saturdays, outside of core office hours. 

Reports to:

Executive Assistant to the Board.

About FGH Security

We were founded in 2003 with the aim of raising the standards in the UK Private Security Industry.

Our primary mission is KEEPING PEOPLE SAFE across multiple industry sectors whilst looking after our people and constantly striving to improve both the employee and customer experience.

We are proud to be innovators, with a culture of improvement, learning and career progression for everyone within the business.

FGH Benefits and Welfare

Our core values define all our actions and guide our decisions in all aspects of Keeping People Safe.

Our first and most important value is Look After The Team, our biggest asset is our people.

Just a few of the ways we support our team:

• Instant access to wages: you can draw on up to 50% of earnt salary before payday
• Latest software: Making shift scheduling, team communications, and access to documents/payslips easier and user friendly
• Discounts in high street retailers, gyms, and more
• Access to financial guidance
• Our training never stops: We are an accredited training provider. Our team can access a variety of courses, qualifications, and progression opportunities. Many of our head office and operations managers are homegrown talent
• Varied deployments across multiple industry sectors
• ACS Accredited
• MIND Employer
• Real Living Wage Employer

FGH Security is committed to the fair treatment of its team members, potential team members and users of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependants, age, physical/mental disability or offending background.