Customer Support Officer

Job Introduction

**Role Name**:Customer Support Officer
**Department**: Licensing & Standards / Licensing and Service Delivery
**Contract**: Various Fixed-term and permanent contracts
**Location**: Office - Canary Wharf
**Security Clearance**: BPSS
**Grade**: H
**Salary**:£26,450 (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.

**About the Role**

You will be part of a team of Customer Support Officers working in the SIA's Customer Support Department, with responsibility for carrying all operational activities associated with customer support including receiving, checking, logging, and resolving enquiries and requests for advice and assistance, and managing complaints in line with agreed procedures. The SIA have a statutory responsibility to license Individual security operatives, as well as operating a voluntary scheme for organisations who supply such operatives. Data is an increasingly complicated and voluminous landscape, as a result of technology and population growth. We have implemented a Data and Digital strategy to tackle the ongoing threats to our regime.

As we implement our strategy, it is fundamental that we strengthen our security maturity. We have made a fantastic start on this but there is still more to do, and we require a **_Customer Support Officer _**to support colleagues across the organisation and help to minimise information / cyber security threat.

**What are we looking for?**

We want our future team player to have an interest in** Customer support** or already be working in this arena with an interest in taking a next step up the **career ladder**. Given the evolving technologies, it’s vital our new team player is able to keep abreast of developments and changes in **supporting Customer via various channels**, as well as working in a fast-paced, but extremely exciting environment.

**Responsibilities**

You will:

- First point of contact for individuals' and businesses', providing dedicated support and advice.
- Respond promptly to SIA customer enquiries via a variety of contact channels and platforms, including telephone, e-forms, social media, live chat, etc.
- Respond completely to each enquiry, ensuring it is logged accurately, appropriately, and in line with quality assurance standards.
- Analyse and investigate each enquiry and use all the tools available to resolve it for the customer at first point of contact. If resolution is not possible then use the appropriate knowledge base and systems to escalate the enquiry, taking full ownership of it until taken over by another Officer, keeping the customer updated along the way.
- Confidently identify non-compliance or non-conformance through received intelligence.
- Manage and own follow-up contact with customers where appropriate to ensure resolution of the customer's enquiry.
- Achieve team and individual performance targets through delivery of individual and team objectives.

**Essential and Desirable Criteria**

**Essential**:

- Good written and oral communication is essential.
- Attention to detail, the ability to compare data for accuracy.

**Desirable**:

- Retail banking experience.
- Retail or Call Center backgrounds

**Person Specification**
- Proactive and flexible
- Ability to prioritise and use initiative
- Negotiation and communication skills at all levels
- Attention to detail and accuracy; and
- Approachable and a team player.

**Benefits**
- 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; and
- Civil Service Pension Scheme -