Customer Support Officer
Security Industry Authority
Apply before 11:55 pm on Thursday 3rd October 2024
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About the job
Job summary
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.
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.
We are seeking candidates to fill 9 roles within our team. These positions offer a mix of fixed-term contracts (FTC) and permanent contracts.
As part of your application, please fill out the details on our ATS Profile builder. To help us get a better understanding of your experience, we ask that you provide as much information as possible about your previous work experience and achievements. Please take a few minutes to fill out the career history section on our portal.
Additionally, we would like you to submit a cover letter (no more than 500 words) in the "Personal Summary" section of the portal. In this cover letter, please outline 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 and your preference for either a fixed-term or permanent contract.
We look forward to reviewing your application!
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.
Job description
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.
Person specification
Essential and Desirable Criteria
Essential:
- Ideal candidates will offer some experience gained in either a customer service or a retail sales position. Candidates from outside these sectors are also invited to apply.
- Good written and oral communication is essential.
- Good It skills, being able to use multiple applications at once.
- 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,
- Civil Service Pension Scheme – Employee contribution between 4.60% and 7.35% and Employer contribution between 26.60% and 30.30%
Things you need to know
Selection process details
As part of your application, please fill out the details on our ATS Profile builder. To help us get a better understanding of your experience, we ask that you provide as much information as possible about your previous work experience and achievements. Please take a few minutes to fill out the career history section on our portal.
Additionally, we would like you to submit a cover letter (no more than 500 words) in the "Personal Summary" section of the portal. In this cover letter, please outline 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 and your preference for either a fixed-term or permanent contract.
- Closing date: 3rd October 2024
- Sifting: 4th October 2024
- Assessment day: 14th October, with 21st October designated as a contingency date in the event that a high volume of applications is received. Please note that attendance in the office is required.
- Start dates will be determined based on security clearance checks, and the successful candidate’s notice period.
* We would like to remind you that in order for us to consider your application, it is essential that you complete all required sections on our careers portal. Incomplete applications cannot be processed, and as such, we will not be able to move forward with your candidacy.
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
Feedback will only be provided if you attend an interview or assessment.
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Contact point for applicants
Job contact :
- Name : Recruitment Team
- Email : recruitment@sia.gov.uk
Recruitment team
- Email : recruitment@sia.gov.uk