Customer Support Manager
Customer Support Manger - Canary Wharf, London
Starting salary £36,600
Our client The SIA (Security Industry Authority) is the organisation responsible for regulating the private security industry. They are an independent body reporting to the Home Secretary. They deal with the compulsory licencing of individuals undertaking designated activities within the private security industry and also manage the voluntary Approved Contractor Scheme which measures security suppliers against independently assessed criteria.
You'll receive a starting salary of £36,600, plus pension, 27.5 days annual leave (rising to 32.5 with length of service). In addition, there is an option for flexible working, a cycle to work scheme, season ticket loans and shopping discounts.
The Customer Support Manager will work across 2 functional areas, Service and Identity Document Centre within the Operations and Standards function. You will manage and supervise between 6 and 12 Customer Support Officers and Specialists within the Service and IDC area based in Canary Wharf.
You will manage day-to-day priorities, workloads and performance, and lead and contribute to the ongoing development of the team and the department.
You will also act as a point of escalation for Customer Support Officers and Specialists and provide training and mentoring as well as accessing a range of data sources to produce management information for planning and performance management purposes.
When undertaking IDC duties, you will oversee the smooth running of an efficient and effective document handling and verification centre and associated post process.
When undertaking Service duties, you will oversee an effective and efficient customer service operation with responsibility for email and telephone customer contact.
Experience of managing and mentoring staff whilst working in a business-to-business customer support function within a regulatory service. You will have previously been responsible for motivating a team undertaking a range of differing tasks and processes, including succession planning and retention.
You will also have the ability to prioritise urgent decisions and have excellent problem solving skills to meet deadlines as well as responding to challenges positively and pragmatically and be able to develop practical and creative solutions.
You will have Knowledge of:
The Private Security Industry Act (2001), and any other relevant legislation.
Practical working knowledge of British Standards and any other relevant business standards.
Understanding of ACS Licensing requirements including HMRC.
Understanding of SIA Individual Licensing requirements including third party interfaces to ensure decision making is accurate.
You must have the right to live and work in the UK
There must be no employment restriction or time limit on your permitted stay in the UK
Be able to provide all of the documents we need to complete your pre- employment screening and security clearance including a full and valid Passport
If successful at interview, you will need to undergo security clearance to include a basic check at BPSS Level;
You must be available on either the 13th or 14th of November for a face to face interview.
This job is a non-reserved post under the Civil Service Nationality Rules which means that it is open to UK, Commonwealth* and European Economic Area (EEA) nationals and certain non EEA members (Switzerland and Turkey**). *Commonwealth citizens not yet in the UK, who have no right of abode in the UK and who do not have leave to enter the UK are ineligible to apply. **Turkish nationals are not automatically eligible for employment in non-reserved posts in the Civil Service. If you are a Turkish National you will need to have been lawfully employed in the United Kingdom for four years in any job, or if you have been lawfully employed for three years in a job within the same 'occupation' as the post which they wish to take up within the Civil Service.
In order to confirm your eligibility for this post, you will be asked to make declarations at the application stage, and you will be required to provide evidence should you be invited to the interview. Further information can be found by visiting https://www.gov.uk/government/publications/nationality-rules
Closing Date for Applications: 24th October 2019