Notifications Support Officer

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.

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.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

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 complete the online test before the deadline, your application will be withdrawn. Note that after passing the test, you will be required to complete the rest of the application before the closing deadline, so please allow yourself adequate time to complete the full application.

Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the Civil Service Jobs website.

Online test maintenance

Our online test supplier will be performing scheduled maintenance between 12pm - 1pm on 13th September 2026 and 4pm to midnight on 27th September 2026. You will be unable to access tests during this period.

If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.

You will be directed to the Talogy - True Talent – Scheduled Maintenance Window Webpage for online tests during an outage.

As part of the application process, you will be asked to complete a CV and 500-word personal statement. Further details around guidance for this is listed on the application form.

Please use your personal statement (in no more than 500 words) to outline why you believe you would be an ideal candidate for this role. Please highlight your relevant skills, experience and achievements that align with the essential job requirements.

To help us assess your suitability for the role, please complete the CV incorporated into the application form by providing as much information as possible about your previous work experience and achievements.

Should we receive a large number of applications, they will be sifted on personal statement only.

Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

Interview details will be provided to successful candidates prior to their interview taking place.

Sift and Interview Process:

Sift will take place from 28th September.

Interviews will be held during week commencing 19th October.

Interviews will be held in person in Manchester - location TBC.

Further Information

A reserve list of successful candidates will be kept for a maximum of 12 months. Should another role become available within that period you may be offered this position.

New entrants are expected to join on the minimum of the pay band.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

As the SIA is an NDPB staffed by public servants, civil servants taking up a position with the SIA cannot transfer to the SIA via a loan. For fixed term appointments civil servants must join via a secondment. Where a civil servant is joining the SIA via a permanent position they will need to resign from their current civil service position. The SIA recognises service within other Government and Non-Ministerial Departments and Agencies as counting towards ‘continuous service’ for purposes of pension etc.

As there are 7 roles available, we will appoint in merit order of scores at interview, and permanent roles will be offered to the top-scoring candidates.

Visa sponsorship

We do not sponsor individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas.

If you are invited to an interview, you will be required to bring documentation for the purposes of establishing your identity.

You will need to meet the nationality requirements for this role and obtain the necessary security clearance to take it up.

For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via sia.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
• Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Criminal Record Check

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct.

If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

National Security vetting

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

For further information on National Security Vetting please visit the Demystifying Vetting website.

Feedback

Feedback will only be provided if you attend an interview or assessment.