Traditional Skills, New Demands: The Evolving Role of the Security Officer

As external threats such as terrorism and cyber attacks continue to evolve, and expectations rise in parallel, the modern security professional must seek to blend traditional vigilance with a much broader skill set.

From site awareness to situational intelligence

Ten years ago, training largely centred around localised and site-specific requirements. Today, the nature of threats has shifted. Security officers are increasingly expected to understand not just what’s happening within the four walls of their current location, but also the broader context including terror threats, criminal trends and the implications of external events that could impact their site or the business it supports.

This shift demands much more knowledge. Communication between companies and their security providers is key to ensuring officers are well informed and understand current and emerging risks.

More collaborative role 

During the past five to six years, there has been a marked increase in collaboration between private security providers and public services such as the police service and the Fire and Rescue Service. Security officers are now seen as an extension of these services, duly delivering an additional pair of eyes and ears on the ground. With circa 454,000 Security Industry Authority licensed security officers operating across the UK, this can represent a substantial support network when integrated effectively.

By working more closely with the Emergency Services, officers are better equipped to respond to incidents and play a more meaningful role in preventing harm and managing risk. This improved collaboration also enables more effective communication and a shared understanding of threats.

Soft skills and customer experience 

For today’s security professionals, training in conflict management and soft skills has become standard. Officers are now highly skilled in de-escalating volatile situations, whether the latter scenarios involve aggressive behaviour, public disturbances or assisting vulnerable individuals such as those experiencing a mental health crisis.

Security officers are trained to recognise the signs of distress and respond accordingly, often de-escalating situations without the need for physical intervention. This focus on soft skills extends to customer interaction, whereby officers support a safe, welcoming and consistent visitor experience. Whether guiding a contractor to the right entrance or personally greeting a visitor listed on the overnight handover sheet, their conduct serves to shape perceptions and promotes safety.

In most organisations, security officers also receive training in Health and Safety, manual handling and customer service, enabling them to operate intelligently and supportively within multidisciplinary teams. As a result, they’re not only first responders, but also vital contributors towards a seamless customer journey.

Importance of visibility and engagement 

One often overlooked, but most certainly critical aspect of modern security is engagement. Officers who engage with people entering a building act as a powerful deterrent. By simply initiating a conversation or offering assistance, they reduce the likelihood of unauthorised access or suspicious behaviour going unnoticed.

Every function on-site – from cleaning and engineering through to catering and reception – contributes towards the overall visitor experience. Security can play a central role here in terms of ensuring these functions work in harmony, offering a consistent and joined-up approach.

Vigilance is paramount

The Terrorism (Protection of Premises) Act 2025 – more commonly known as Martyn’s Law and brought forward in the wake of the 2017 Manchester Arena bombing – is designed to improve protective security in larger public places. This legislation underscores the importance of security training for all officers and not just those in high-risk environments. It aims to raise awareness and improve the understanding around how to identify, report on and respond to potential terror threats.

Vigilance is paramount. Spotting unattended bags and individuals who are behaving suspiciously by taking photographs or video  of sensitive areas is part of that vigilance.

This is not about dramatic interventions, though. Rather, it’s about cultivating a culture of attentiveness and responsibility wherein officers have the confidence and authority to engage with the public, ask the right questions and alert the appropriate authorities when something doesn’t feel right.

Preparing for challenges ahead

Security officers are trained professionals with a deep understanding of risk, behaviour and public interaction. They’re ambassadors of safety and trusted to protect people and places with intelligence, empathy and vigilance.

As threats continue to evolve and the importance of public safety grows, so too will the expectations placed on security officers. By continuing to invest in training, communication and collaboration, solution providers within the industry can ensure that officers are not only prepared for the challenges ahead, but actively helping to shape a safer future for everyone.

Paul Lotter is Managing Director of Corps Security (www.corpssecurity.co.uk)