Job Description

Job Introduction

Role Name:

Customer Support Specialist

Department

: Licensing & Standards /Licensing & Service Delivery

Contract:

Various

Location:

Office (with hybrid working)

Security Clearance:

BPSS

Region:

London (Hybrid)

Grade:

G (Lower)

Salary:

31,201 - 35,100 (The SIA's policy is that for all new starters are expected to start at the bottom of the grade.)

About Us

The SIA is the organisation responsible for the regulation of private security. It is an independent, arm's length body (ALB) of the Home Office, reporting to the Home Secretary, under the terms of the Private Security Industry Act 2001. The SIA's purpose protecting the public through effective regulation of the private security industry and working with partners to raise standards across the sector. Its regulatory remit covers the whole of the United Kingdom.


The SIA has two main duties: the compulsory licensing of individuals undertaking designated activities within the private security industry and the management of a voluntary Approved Contractor Scheme, which measures private security suppliers against independently assessed criteria.


SIA licensing covers security operatives who are in guarding, door supervision, close protection, cash and valuables in transit, and public space surveillance using CCTV, vehicle immobilisation (in Northern Ireland) and key holding. Licensing ensures that private security operatives are fit and proper persons who are properly trained and qualified to do their job.


Our core purpose is protecting the public through effective regulation of the private security industry and working with partners to raise standards across the sector.

About the Role

The Customer Support Specialist will be responsible and accountable for providing subject matter expert (SME) for key functions and activities required to deliver the SIA's product of individual licensing. They will also Provide SME input and guidance to support effective delivery of those products and opportunities for identifying and implementing continuous improvement, working with and across all operational areas. This will fall into three categories of work:

Provide quality assurance and feedback to improve quality and performance of Customer Support Officers Provide training and support of new and existing members of staff. First point of contact to assist the duty manager in providing live support to the team.

What are we looking for?

We are looking for someone who already has a excellent understanding of the licencing process and knowledge of customer support workflows. The ideal candidate will enjoy problem solving and will be providing support for all internal and external stakeholders. They will be confident in engaging with and providing feedback at all levels. They will also be objective when providing assurance and challenging when necessary. Any experience in a B2B role would be a bonus.

What you will be doing:

Demonstrate an understanding of and ability to undertake all officer tasks relevant to their SME area(s) of responsibility to a high standard. Support operations management to effectively manage work streams, including conducting quality checking and raising process or performance issues with the relevant function manager. Act as a SME point of escalation for specific cases and general queries and contribute to the effective resolution and completion of all associated operational activities by taking ownership. Contribute to the development of newly recruited staff and established members of staff by providing timely feedback to individuals and the relevant manager(s). Contribute to SIA learning and development activity by providing SME support to the development and delivery of training when required by operational trainer(s) or managers. Provide specific work stream, team management information reports when required by operations manager(s), making use of performance dashboards or system(s) interrogation when possible. Work collaboratively with other operations SMEs, in particular identifying opportunities across function work streams to improve the effectiveness of the SIAs operating model. Support the development and continuous improvement of operations quality management systems (including knowledge base) by reviewing if they are fit for purpose as part of business-as-usual activity and contributing to content when required. Work with the SIAs compliance, legal and conformance functions, including Intelligence and Risk Management, when required to support PSIA 2001 intervention. Demonstrate an understanding and commitment to SIA values and all policies and procedures, those relating to equal opportunities and diversity and health and safety practices. Act as a customer service role-model for the team and wider organisation by exemplifying the highest standard of customer service. Support first contact resolution

What skills are we looking for?

Essential:

Experience of casework or similar type of function involving the need for impartial decision making Experience in desktop investigations Experience of coaching, developing and mentoring staff Ability to use a MS Office packages to a high standard. Ability to act under own initiative and constantly strive to deliver excellence in work. Evidence of an uncompromising approach to outstanding customer service Excellent oral and written communication skills, and a capacity to work with a wide range of people, as well as excellent team working skills Ability to deal confidently with suppliers and partners Ability to work on own initiative and manage own workload with minimum supervision Able to take accountability for own performance and development. Experience in working to a range of performance indicators including productivity, quality and impact

Desirable:

Knowledge of Private Security Industry Act 2001 Proven knowledge of understanding the policies and procedures in relation to the decision-making process and complex casework for businesses, individuals, and ACS scheme An understanding of, or experience in, a regulatory body or public sector processes Experience of CRM systems, their use and application Experience of working in a fast-paced environment

What can you expect from us?

A welcoming and innovative work environment. Continued support and development opportunities. Access to training for attainment of recognised qualifications. Flexible working arrangements. Annual leave entitlement will be 27.5 days, rising by one additional day for every two years of service up to a maximum of 32.5 days. A variety of discounts including Gymflex, Civil Service Pension Scheme - Employee contribution between 4.60% and 7.35% and Employer contribution between 26.60% and 30.30%

Selection process for this role:

If you would like to apply for this role, please submit a cover letter (no more than 500 words) in the "Personal Summary" section of the portal outlining why you believe you would be an ideal candidate for this role. Please highlight your relevant skills, experience, and achievements that align with the essential job requirements.

Closing date - Wednesday, 28 May 2025 The interview will be held at Head Office based in Canary Wharf If shortlisted, Interviews will be held the week commencing 9th June 2025 Start dates will be determined based on security clearance checks, and the successful candidate's notice period.
Please note - if you do not meet the essential work or qualification experience, you will be automatically rejected by the pre-screening questionnaire.

The SIA is committed to the principles of equality, diversity and inclusion. Our approach: do more than just our duty. We explain this in more detail in our equality, diversity and inclusion policy. We actively promote equality, take positive action to redress inequality and build a culture that champions diversity and inclusion. By doing this, we will ensure that we build equality, diversity and inclusion into the way we think and work. As an employer, the diversity of our employees enriches us and enables us to better carry out our role as a regulator. We value the skills and qualities each employee brings with them into the organisation. And we improve representation wherever we need to foster a culture of inclusion that our employees lead, own and champion.

If you'd like to know anything before applying such as more on the location, salary, or our recruitment policies etc, please just let us know and we'll be happy to help. You can contact the recruiter for this role at

(

Recruitment@sia.gov.uk

)