Customer Support Manager

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 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 Manager to support colleagues across the organisation and help to minimise information / cyber security threat.

What are we looking for?

The Customer Support Manager will work across 2 functional areas, Service and IDC within the Operations and Standards function. They will be allocated according to business need. They will manage and supervise between 6 and 12 Customer Support Officers and Specialists within the Service and IDC area based at Head Office.

They will provide a motivating work environment for the team, to manage day-to-day priorities, workloads and performance, and lead and contribute to the ongoing development of the team and the department.

They will act as a point of escalation for Customer Support Officers and Specialists and provide training and mentoring in line with a performance development cycle.

They will need to access a range of data sources and turn the data into management information to inform and direct resource planning, priorities and workloads, activity based costing, performance management, patterns and trends, and will oversee an effective and efficient customer service operation with responsibility for email and telephone customer contact.

What you will be doing:

• To manage the day-to-day workloads and staffing schedules of the team, ensuring SLA's and KPI's are delivered and there is a drive to stretch to exceed them.


• To assume management responsibility for Customer Support Teams (Service and IDC) as and when required.


• To manage a team of Customer Support Officers and Specialists operating across a variety of working hours.


• To manage a team of Customer Support Officers and Specialists operating across a variety of mediums.


• Provide a motivating work environment for team, to manage day-to-day priorities, workloads and performance, and lead and contribute to the ongoing development of the team and the department.


• Act as a point of escalation for Customer Support Officers and Specialists and provide training and mentoring in line with a performance development cycle.


• To identify development / improvement needs for the teams and individuals and deliver the relevant coaching and training to support these needs.


• Performance manage the team, ensuring qualitative and quantitative measures are in place, and to report on this performance as required.


• Access a range of data sources from various systems and turn the data into management information to inform and direct resource planning, priorities and workloads, activity based costing, performance management, patterns and trends.


• Support and encourage SIA customers to use online access / contact channels, and to escalate / feedback any issues / ideas to develop the SIA's online services.


• To contribute to the recommendation for decisions on simple cases, ensuring this is in line with PSIA legislation.


• Provide oversight of any decision making undertaken by Customer Support staff to ensure the right decision has been made.


• Act as a point of escalation for team and the organisation in relation to business and individual customers enquires providing detailed knowledge that is required for SIA decision making.


• Ensure the team works to a continuous improvement cycle, and lead on work packages to deliver the identified and agreed improvements.


• Provide an understanding of the SIA's operational teams and departments roles and responsibilities, and their policies and procedures within the private security industry and its regulatory regime.


• To ensure the quality of the information and intelligence input into the SIA systems is relevant and accurate.


• Ensure procedures and practices comply with SIA Policies, the Data Protection Act, the Freedom of Information Act, the Human Rights Act, and all relevant legislation.


• To undertake any other reasonable duties as requested from time to time, within the jobholder's capabilities.
  
  An uncompromising approach to outstanding customer service (for both internal and external customers).


• Practical working knowledge of British Standards and any other relevant business standards.


• Ability to ensure buy-in from internal and external stakeholders and experience of working with high level decision makers to achieve positive outcomes.


• Dynamic and able to challenge, and respond to challenge, positively and pragmatically.


• Ability to challenge decisions affecting the development and planning of deliverables.


• Experience of working in a business-to-business customer support function.


• Experience of working in a regulatory service.


• Experience of management and mentoring of staff in an operational / transactional environment.


• Effective at motivating a team undertaking a range of differing tasks and processes, including succession planning and retention.


• Ability to prioritise urgent issues whilst achieving outcomes to agreed deadlines


• Ability to act under own initiative and constantly strive to deliver excellence.


• Excellent problem-solving skills with the ability to anticipate and resolve issues, seek out information, and to develop practical and creative solutions.


• Experience of working in a business-to-customer support function.


What can you expect from us?

• A welcoming and innovative work environment.


• Continued support and development opportunities.
  
  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.
  
  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,


• Input Salary here.


• Civil Service Pension Scheme - Employee contribution between 4.60% and 7.35% and Employer contribution between 26.60% and 30.30%