IAN STUART STOKER
Security Team Leader
Rugeley,Staffordshire
Summary
Extensive background exceeding 20 years in security and customer relations, with prior involvement in local shopping center and current role in industrial security at coal-fired power station. Proficient professional with strong leadership and training abilities. Cultivates teamwork and operational excellence through effective staff mentoring and policy enforcement. Delivers exceptional customer service, enhancing client satisfaction and trust in security operations. Dedicated Security Officer with extensive background in security and customer relations. Enhanced site safety through vigilant patrols, effective access control, and comprehensive incident reporting. Committed to fostering a secure environment while ensuring compliance with protocols.
Overview
32
32
years of professional experience
Work History
Security officer
Rugeley Power Station
Rugeley, Staffordshire
05.2009 - 12.2025
- Operated weighbridge to monitor vehicle entry and exit efficiently.
- Controlled access and egress for enhanced site security.
- Conducted regular site patrols to ensure safety and compliance.
- Trained new officers on protocols and operational procedures.
- Responded promptly to alarm activations, implementing necessary security measures.
- Performed thorough vehicle and personal searches as required.
- Managed front of house operations, ensuring professional gatehouse duties.
- Monitored CCTV systems to oversee site activities and incidents.
- Patrolled various premises to prevent and detect signs of intrusion, ensuring the safety of personnel and property.
- Patrolled grounds after hours on foot to maintain visible presence and detect violations.
- Monitored and authorised entrance and departure of employees, visitors, and other persons to guard against theft and maintain security.
- Checked doors, windows and gates for signs of unauthorised entry.
- Issued visitor passes and temporary badges, keeping records of entry and exit to maintain security clearance levels.
- Monitored CCTV systems to identify disruptions or unlawful acts, promptly reporting any incidents to law enforcement agencies.
- Verified identification for authorised personnel and visitors to property.
- Responded to alarms and investigated disturbances to assess and neutralise potential threats swiftly.
- Oversaw the secure opening and closing of facilities, ensuring that all access points were properly secured.
- Enforced company policies regarding security and confidentiality, addressing violations promptly to minimise risks.
- Conducted surveillance to obtain evidence of wrongdoing.
- Deterred anti-social behaviour and criminal activities impacting occupant or visitor safety.
- Maintained detailed logs of observations, incidents, and surveillance activities to support legal proceedings and investigations.
- Trained new security staff, imparting knowledge of best practices, operational procedures, and use of security equipment.
- Provided first aid and emergency support to individuals in distress until the arrival of medical professionals.
- Enforced site rules, notified violators of infractions and removed individuals from property.
Security and Customer Relations Officer
Guildhall Shopping Centre
Stafford
10.2003 - 04.2009
- Managed cash handling and security protocols to ensure safety and efficiency.
- Conducted regular CCTV monitoring to enhance surveillance effectiveness.
- Performed car park duties, including clamping, to enforce regulations.
- Executed key holder responsibilities, ensuring secure access to premises.
- Implemented lockup and lockdown procedures for facility security.
- Tested alarm systems regularly to maintain operational integrity.
- Controlled access and egress to prevent unauthorized entry.
- Assisted in loss prevention efforts through vigilant monitoring.
- Prepared detailed reports for senior management, outlining operational performance and strategic recommendations.
- Responded to emergency calls for service, providing timely assistance and support to individuals in distress.
Customer Services Advisor
Argos Direct
Stafford
10.2000 - 09.2003
- Resolved customer complaints and inquiries within call center environment.
- Trained staff to enhance service delivery and operational efficiency.
- Implemented fraud prevention measures to safeguard company assets.
- Coordinated store and third-party courier communications for streamlined operations.
- Led team for six-month period, driving performance improvements.
- Delivered excellent customer service at all times by proactively going the extra mile to solve and answer customer queries.
- Addressed customer service enquires quickly and accurately.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Resolved customer queries over phone and by email.
- Dealt with inbound and outbound calls, managing matters including complaints, queries and orders.
Shift Manager
McDonalds Restaurants
Stafford, Staffordshire
09.1993 - 09.2000
- Ensured strict adherence to cash handling procedures and security protocols.
- Trained staff on best practices for customer service and food hygiene.
- Managed customer relations to enhance satisfaction and loyalty.
- Prepared food while maintaining high standards of hygiene and safety.
- Conducted stock control and auditing to minimize waste and losses.
- Coordinated shift planning and time management for optimal staffing.
- Maintained effective housekeeping standards to ensure clean environments.
- Achieved NVQ Level 3 in Customer Services and obtained Food Hygiene certificate.
- Resolved customer complaints with tact and diplomacy, turning dissatisfied guests into repeat customers.
- Gave clear staff instruction to achieve production output.
- Coordinated with kitchen and front-of-house teams to maintain seamless service during peak hours.
- Checked work throughout production phases for good quality control.
- Resolved conflicts between team members to maintain group harmony and productivity.
Education
GCSE - History, English, Science, Math
Rising Brook High School
Stafford1990
Skills
- Incident reporting
- CCTV monitoring
- Customer service
- Staff training
- Policy enforcement
- Report writing
- Conflict resolution
- Security protocols
- Premises patrol
- Alertness and awareness
- Customer service dedication
- Security equipment handling
- Public safety knowledge
- Security Management
- Access control systems
- Access control system knowledge
- Radio communications
- Emergency evacuation
- Radio communication proficiency
- Security equipment operation
- Decision-Making under stress
- Incident reporting accuracy
- ID verification process
- Alarm system management
- Vehicle search procedures
Accomplishments
- Fully SIA approved License holder (static and patrolling security)
- NVQ Level 2 Security Guarding
- BTEC Level 2 Team Leading
- NVQ Level 3 Customer Service
Hobbies and Interests
- I enjoy going to the gym and fitness.
- Whenever possible I attend Scooter rallies and am a member of the local Scooter club.
- I like to read and keep abreast of current affairs.
References
Personal references are available upon request.
Timeline
Security officer
Rugeley Power Station
05.2009 - 12.2025
Security and Customer Relations Officer
Guildhall Shopping Centre
10.2003 - 04.2009
Customer Services Advisor
Argos Direct
10.2000 - 09.2003
Shift Manager
McDonalds Restaurants
09.1993 - 09.2000
GCSE - History, English, Science, Math
Rising Brook High School