Location
Elgin Ave., London with hybrid working between home and our modern office in Canary Wharf.

Hours
Full Time

Salary
£38,000 per annum

About the Role
The Security Industry Authority (SIA) is the independent regulator of the private security industry across the UK, working to protect the public through effective regulation and raising standards. We are seeking a Correspondence Specialist to join our Policy, Strategy and Correspondence team in a highly rewarding role focused on delivering excellent customer service within an organisation dedicated to public protection.

This role involves managing multiple workstreams including complaints, subject access requests, freedom of information requests, and correspondence from members of parliament. You will take ownership of complex casework, exercise judgement to make decisions and issue recommendations, helping to drive organisational improvements and ensure compliance with legislation.

You will work independently, managing competing priorities and communicating complex topics clearly in plain English. You will join a small, friendly, and professional team with a remit spanning all areas of the organisation.

Experience
- Strong written communication skills including letter writing
- Experience handling complaints or dealing with challenging, distressed, or dissatisfied customers
- Experience gathering evidence, analysing information objectively, and problem solving to make independent decisions or recommendations
- Ability to manage multiple workstreams independently, prioritising urgent issues and meeting deadlines
- Experience working across departments or ability to quickly build networks and relationships
- Solid understanding of data protection principles, sensitive personal data, and confidentiality requirements
- Strong IT skills including MS Office (Word, Excel) and ability to learn bespoke software quickly

About you
- Passionate about delivering excellent customer outcomes
- Able to communicate complex information clearly and effectively
- Self-motivated and able to work independently
- Comfortable working in a small team with a broad organisational remit

Qualifications
- Relevant professional qualifications relating to complaints, data protection, or freedom of information are desirable but not essential
- Willingness to work towards relevant qualifications is welcomed
- Basic understanding of Freedom of Information Act and data subject rights requests is desirable
- Experience or understanding of the private security industry and SIA regulation is advantageous