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 s