Customer Support

  • Location
    City Of London, Greater London
  • Salary
  • Category
    Public Sector - Fraud, Enforcement & Complaints
  • 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 24 month FTC 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 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.

You will provide support across the SIA's products, services, and organisational objectives. This includes supporting individual licensing, the Approved Contractor Scheme ('ACS'), 'Licence Management' companies, 'Licence Assist' companies, intelligence, buyers of security services and non-ACS suppliers of security services.

Duties Include:

  • 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.


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