customer support officer in london

job type
£ 24,000 per year
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job details

job category
customer services
job type
working hours
£ 24,000 per year
reference number
apply now

job description

Are you looking for your next challenge as a Customer Support Officer?

This is an exciting opportunity with an organisation that works closely within the public sector. They regulate the private security industry and work with Security guards in supermarkets and Body guards across the UK. They also work with government bodies that require counter terrorism and people trafficking.


* Great location - Canary Wharf, London
* Working hours - from 9:00 to 17:00
* Salary - £24,000 per year
* Type of role - permanent

Key Responsibilities:

* Act as a first point of contact giving dedicated support and advice
* Provide account management service for some of the largest and prestigious security companies operating throughout four nations
* To support and encourage customers to use online access / contact channels
* To be the first point of contact for regulated individuals and Directors of security organisations
* To assist and support people and organisations to comply through providing advice and guidance
* To confidently identify non-compliance or non-conformance through received intelligence
* To work alongside the company's Decisions, Intelligence and Risk and Partnership and Interventions teams to develop cases of non-compliance / non-conformance
* To obtain and record evidence to support all decisions that may be appealed at court
* To respond to company's customer enquiries through Web Chat, Telephone, Email, E-forms, Payment Services
* To respond to customer enquiries across all company's products
* To achieve team and individual performance targets
* To establish, develop and maintain active and open relationships with the largest security organisations
* To identify and escalate high risk cases
* To provide, when required, cover for the other operational teams and departments

Knowledge, Skills and Experience:

* Ability to understand and interpret legislation and then apply this to everyday enquiries
* Experience in undertaking challenging conversations with a wide range of people (phone / face to face)
* Ability to persuade and influence people to take necessary action
* Experience in managing workloads and adhering to tight deadline
* Experience of researching and analysing information
* Excellent oral and written communication skills
* Experience of working to a range of performance indicators including productivity, quality and impact
* Knowledge of Private Security Industry Act (2001) and other relevant legislation - desirable
* Experience of working in a business-to-business / front facing customer support function - desirable
* Experience of working in a regulatory service

If you are interested to apply, please send your CV together with a cover letter.

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.