Notifications Support Officer

Job summary

The SIA is an executive non-departmental public body sponsored by the Home Office, set up in 2004 to regulate certain activities in the private security industry. Currently, we employ nearly 400 members of staff. We are operationally independent of government.

We are now preparing to take on new responsibilities as the regulator of Martyn’s Law - named after Martyn Hett, one of the 22 people who tragically died on 22 May 2017 in the terrorist attack on Manchester Arena. Martyn’s Law, introduced by the Terrorism (Protection of Premises) Act 2025, is intended to improve protective security and preparedness at premises and events across the UK.

The new Act will require premises in scope to be prepared to keep people safe in the event of an attack. Certain larger premises and events will also need to take steps to reduce their vulnerability to acts of terrorism.

Martyn’s Law is primarily a civil, regulatory regime. We will regulate supportively and proportionately but robustly. The SIA will have new guidance, investigatory and inspection functions and a range of new powers and sanctions. Our new Martyn’s Law functions will sit alongside and complement our existing responsibility for regulating the private security industry.

Job description

Be the first point of contact helping people understand and navigate Martyn’s Law.

The Security Industry Authority (SIA) is looking for Helpdesk Officers to join our new Notifications function in Manchester and play an important role in supporting the delivery of the Terrorism (Protection of Premises) Act 2025, also known as Martyn’s Law.

This is an exciting opportunity to join a team at the start of an important new chapter for public safety. As a Helpdesk Officer, you’ll be the first point of contact for people who need support using the Martyn’s Law notifications portal. You’ll help users understand what they need to do, navigate the notification process and resolve their questions quickly and confidently.

Every day will be different. You’ll manage a varied and often high-volume workload, responding to enquiries through different contact channels and using your customer service skills, digital tools and internal guidance to find the right solution. Wherever possible, you’ll resolve enquiries at the first point of contact, making the experience as straightforward and positive as possible for every user.

You’ll also play an important role in ensuring information is captured accurately, actions are recorded effectively and enquiries requiring further support are escalated appropriately. Where an issue needs to be passed to another colleague, you’ll take ownership through to handover and keep the user informed throughout.

As the notifications service develops, you’ll help identify recurring questions and issues, sharing your insights to support improvements to the portal and the service we provide. You’ll have the opportunity to develop your knowledge of new systems, processes and technologies while working within an important regulatory environment.

We’re looking for people who genuinely enjoy helping others. You’ll bring strong written and verbal communication skills, good digital confidence, excellent organisation and attention to detail, and the ability to remain effective in a fast-paced environment. Most importantly, you’ll be able to listen, understand what someone needs and explain information clearly and accessibly.

Customer service experience is essential. Experience in a contact centre, retail, public sector, regulatory or security-focused environment, or supporting customers with digital services, would be an advantage.

Based in our new SIA office in Manchester, you’ll join a team with a clear purpose: helping people meet their responsibilities under Martyn’s Law and contributing to a safer society.

If you’re passionate about great customer service and want to make a difference, we’d love to hear from you.

Person specification

Essential

• Experience of delivering customer service, including providing support to a range of customers, managing enquiries, resolving issues, and meeting different needs.
• Strong written and verbal communication skills, with the ability to convey information clearly and in an accessible way to different audiences, and to build positive relationships with a range of stakeholders.
• Ability to work effectively in a fast-paced environment, including learning new processes, systems and technologies, and adapting to changing priorities and customer needs.
• Good problem-solving skills, with the ability to gather relevant information, and identify appropriate next steps.
• Strong organisational skills, with the ability to manage a varied workload, maintain accuracy, and good attention to detail.
• Good digital skills, including confidence in using multiple IT applications simultaneously.

Desirable

• Experience working in a customer-facing role such as call centre or retail setting.
• Experience of working remotely in a customer facing role, including handling customer enquiries across digital platforms.
• Experience working within a regulatory or public sector setting.
• Experience of working in a security focused environment.
• Experience supporting customers to use digital services or platforms.
• Experience handling sensitive or confidential information appropriately.
• Experience working to defined service standards and targets.

Benefits

Alongside your salary of £26,451, Security Industry Authority contributes £7,662 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• A welcoming and innovative work environment.
• Continued support and development opportunities.
• Access to training for attainment of recognised qualifications.
• 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.
• Civil Service Pension Scheme – employee contribution between 4.60% and 7.35% and employer contribution between 26.60% and 30.30%.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

The SIA does not use Success Profiles - please disregard any information below in relation to this.

After submission of the first stage of your application, you will be invited to complete an online Customer Service Skills Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online test as soon as possible (within 24-48 hours is recommended). The closing date for the test is 23:55 on 28th September. If you fail to compl