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Customer Support Officer - Compliance

Job Purpose

To be a member of a team of Customer Support Officers, working in the companys Customer Support Department (web chat, telephone, e-forms, e-mail, letter) - To complete the day-to-day activities and tasks of the department.

To complete all operational activities associated with outgoing customer support, including; relationship management with customers licence lifecycles, management of tier one compliance intervention activity, management of improvement need action plans, the promoting of the companys services to it's customers.

To support the company's customers to comply with the regulatory regime.

To provide support across all of the companys products, including; Intelligence, Business Licensing, Individual Licensing, ACS.


To provide an understanding of the companys operational teams and departments roles and responsibilities, and their policies and procedures within the private security industry and it's regulatory regime.To support and encourage customers to use online access / contact channels, and to escalate / feedback any issues / ideas to develop the online services.To support the customers through their licence lifecycle, from initial application and supporting them in understanding their compliance obligations, through to intervention activity where required.To establish, develop maintain active positive relationships with SIA business customers using a variety of mediums:To work with the Intelligence & Risk Management and Interventions teams and departments to manage cases of non-compliance.To initiate, agree and monitor improvement need action plans over non-compliance.To meet with business to promote the services.To manage requests for delegated intervention activities.To update enforcement partners on outcomes of intelligence provided.When required, provide cover for other operational teams and departments.Ensure procedures and practices comply with the companys 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.

Relevant Knowledge, Skills and Experience

Knowledge of Private Security Industry Act 2001, and any other relevant legislation.Practical working knowledge of British Standards and any other relevant business standards.Understanding of SIA Business Licensing requirements - Including HMRC.Understanding of SIA Individual Licensing requirements.Experience of working in a business-to-business customer support function.Experience of working in a regulatory service.An understanding of the need, and ability, to hold information in confidence when appropriate.

Job added on 04-11-2014