Role of Security Officers and Store Detectives
Introduction
As a frontline retail security officer or store detective, you are not just a deterrent to theft—you’re an essential part of a store’s loss prevention, safety, and customer experience strategy.
This lesson explores your responsibilities, expected conduct, and the legal standards you must follow. It also highlights how you add value to the wider business and public trust.
What’s the Difference Between a Security Officer and a Store Detective?
| Role | Description |
|---|---|
| Security Officer | High-visibility presence to deter theft, monitor access points, and assist customers. |
| Store Detective | Works in plain clothes to detect and apprehend shoplifters discreetly. |
Your Core Responsibilities
Crime Prevention
Maintain a visible presence (if in uniform)
Patrol high-risk areas
Deter theft through observation, interaction, and presence
Observation & Surveillance
Use CCTV and floor patrols to monitor activity
Identify suspicious behaviour using ASCONE and SAFER models
Incident Response
Intervene lawfully during thefts
Conduct citizens’ arrests if necessary and legal
Use reasonable force only when permitted under the Criminal Law Act 1967
Reporting
Write detailed, factual incident reports
Secure evidence (e.g., CCTV footage, witness statements)
Work with police and store management when needed
Customer Engagement
Welcome customers (if in uniform) to improve perception and deter theft
Respond to customer queries professionally
Standards You Must Follow
| Standard / Law | What It Means for You |
|---|---|
| SIA Licence – PSIA 2001 | You must hold a valid SIA licence to work legally and lawfully in these roles. |
| BS 7499 | Outlines how you must carry out guarding duties, including patrols, conflict handling. |
| BS 7858 | Ensures you’ve been screened properly for trust and reliability. |
| NSI Codes of Practice | Sets expectations for quality, honesty, and professionalism in your conduct. |
| GDPR (UK) | You must handle all personal data (e.g. CCTV footage, reports) lawfully and securely. |
| HSE Guidance | Requires you to act safely and report health/safety concerns (manual handling, slips). |
Legal Authority and Limits
You are not a police officer.
Your powers are limited to what any member of the public can do unless you are also accredited under CSAS (Community Safety Accreditation Scheme).You can detain a suspect using reasonable force under Section 24A of the Police and Criminal Evidence Act (PACE) but only when:
A crime has been committed
You have witnessed it or have clear evidence
You immediately call the police
Never:
Use excessive force
Detain someone without cause
Continue detention after police arrive
Real-World Example
Scenario:
You are working in a plain-clothes role as a store detective in a high street fashion retailer. You observe a female customer selecting multiple items and heading to the fitting room. After exiting, you notice some tags left behind inside the cubicle.
Using the ASCONE model, you confirm:
Approach
Select
Conceal
Observe
No payment
Exit
After exit, you safely detain the suspect outside the till area, radio for support, and begin an incident report. You remain calm, follow procedure, and assist police once they arrive.
How You Add Value to the Business
According to the British Retail Consortium, UK retailers lose over £5 billion per year to shrinkage. Trained security officers significantly reduce losses through early detection and deterrence.
You:
Help reduce crime and improve safety
Protect stock and assets
Improve the customer shopping experience
Help retailers stay compliant with laws and standards
Tips for Success
Know your legal limits – act only when you’re confident and trained
Stay professional and polite – even with offenders
Always document incidents in detail – they can be used in court
Never work outside your assignment instructions
Report health and safety hazards – this is part of your role under HSE rules
Consequences of Poor Conduct or Inaction
Failing to act during a confirmed theft may lead to disciplinary action
Misuse of force or unlawful detention may result in SIA licence suspension or legal action
Inaccurate reports may weaken the case for prosecution
Poor customer conduct can damage the store’s reputation
