Customer Support and Compliance Officer

  • Location
    City Of London, Greater London
  • Salary
  • Category
    Banking & Financial Services - Compliance & Regulatory
  • Job type
  • Industry
    Public Sector
  • External Reference

The Security Industry Authority, the regulatory body of the private security industry and part of the Home Office, require a Customer Support Officer to join them on a permanent basis. This is an exciting opportunity to join an expanding Government Department who can offer continued career growth and development, a flexible, supportive and secure working environment and excellent benefits including 27.5 days holiday (rising to 32.5) and enrolment to the Civil Service Pensions Scheme (27-30% employer contribution)

Role Purpose

You will be part of a team of Customer Support Officers working in the SIA's Identity & Document Handling Centre, with responsibility for processing incoming and outgoing documents, and support the document handling and identity validation process within the Licensing & Service Delivery department.

Duties Include:

  • To undertake verification of identity documents in line with the SIA's security procedures.

  • To manage off-line criminality processes to ensure applicants obtain their licence within the required timeframe.

  • To lead on the tracking of all identity documents in conjunction with the SIA's third-party courier.

  • First point of contact for all incoming and outgoing documents and fulfilment requests from customers, whether submitted via mail or through STeP (the SIA's online licensing portal).

  • Authenticate documents as appropriate and follow agreed procedure for discovery of fraudulent documents.

  • Process, scan and return all physical documents in line with agreed procedure.

  • Complete identity comparison checks for all applicants.

  • Monitor and escalate any document tracking issues in line with relevant procedures.

  • Obtain and accurately record evidence to support all decisions that may be appealed at court.

  • Achieve team and individual performance targets through delivery of individual and team objectives.

  • Manage and own follow-up contact with customers where appropriate to ensure resolution of the customer's enquiry.

Essential Knowledge, Skills and Experience

  • Basic awareness of primary identity documents.

  • Experience in handling a wide variety of UK and overseas documents.

  • Ability to work in a task orientated processing function.

  • Ability to understand and interpret legislation and apply this knowledge to everyday enquiries.


This is normally an officed based role and whilst the SIA are flexible about where candidates are based, some office attendance will be required from next year. Their office is based in Canary Wharf.

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To speak to a recruitment expert please contact Holly Quinn