Job summary
The Customer Care Officer will provide a high quality frontline service across the Parking & Security Team, acting as a key point of contact for staff, patients, visitors, and contractors. The post holder will deliver excellent customer care while undertaking a mixture of parking administration, access control management, and security related database work.The role requires strong organisational skills, the ability to work under pressure, and confidence in dealing with the public. A significant part of the role involves administering and maintaining access control systems (such as Guardtek, Guardis, or equivalent), ensuring accurate, timely updates and strict compliance with GDPR and data protection requirements.The post-holder will work to daily, weekly, and monthly schedules, produce reports, support KPI processes, and maintain detailed financial, permit, and access control records.
Main duties of the job
Customer Care & Frontline Serviceo Act as a primary contact point for parking, security and access enquiries from staff, patients, and visitors.o Provide a courteous, calm and professional service, communicating clearly both in person and by phone/email.o Support individuals in understanding parking rules, access permissions, appeals processes, and mobility support entitlements.
Access Control Administrationo Maintain and update staff access control profiles in relevant systems (e.g., Guardis, PermIT or similar).o Add, amend, suspend or remove access rights based on HR notifications, leavers lists, departmental instructions, or security alerts.o Regularly audit swipe activity, access levels, and card validity.o Produce regular and ad-hoc access control reports for management
Parking Permit & Records Managemento Process permit applications, changes, eligibility checks, cancellations, and appeals preparation.o Monitor permit numbers in circulation and maintain accurate database entries.o Maintain records of cash payers, reconcile payments, and follow up on arrears where required.o Support mobility parking, volunteer driver passes, and departmental allocations.
Reporting, KPIs & Data Qualityo Produce operational, financial, and statistical reports as requested.o Submit monthly KPI information (permits, financial reconciliations, access summaries, complaints/incidents).o Provide minutes and action logs for meetings where required.
About us
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Job description
Job responsibilities
Operational Support & Continuous Improvement Monitor equipment functionality (parking machines, access control devices) and report faults. Maintain up-to-date knowledge of parking policy and access control developments. Review and improve procedures, recommending changes to enhance service quality and efficiency.
Compliance & Governance Ensure confidentiality and compliance with GDPR and Trust SOPs at all times. Adhere to infection control, safeguarding, equality, and health & safety policies.
Operational Support to Wider Parking Team Support Parking Attendants on the ground when required: assisting with traffic flow management, offering customer direction, and helping to maintain a safe and orderly parking environment. This may include issuing warnings or Parking Charge Notices (PCNs) where appropriate and in line with Trust protocols. Provide flexible, handson assistance to the wider Parking Team during periods of high demand, operational pressure, or planned closures.
Demonstrable Behaviours Must be able to demonstrate support and guidance when dealing with public and staff enquiries. Must be able to demonstrate support and guidance when dealing with public and staff enquiries. Must be able to demonstrate a desire to start work on time and carry out your daily duties as requested.
Job description
Job responsibilities
Operational Support & Continuous Improvement Monitor equipment functionality (parking machines, access control devices) and report faults. Maintain up-to-date knowledge of parking policy and access control developments. Review and improve procedures, recommending changes to enhance service quality and efficiency.
Compliance & Governance Ensure confidentiality and compliance with GDPR and Trust SOPs at all times. Adhere to infection control, safeguarding, equality, and health & safety policies.
Operational Support to Wider Parking Team Support Parking Attendants on the ground when required: assisting with traffic flow management, offering customer direction, and helping to maintain a safe and orderly parking environment. This may include issuing warnings or Parking Charge Notices (PCNs) where appropriate and in line with Trust protocols. Provide flexible, handson assistance to the wider Parking Team during periods of high demand, operational pressure, or planned closures.
Demonstrable Behaviours Must be able to demonstrate support and guidance when dealing with public and staff enquiries. Must be able to demonstrate support and guidance when dealing with public and staff enquiries. Must be able to demonstrate a desire to start work on time and carry out your daily duties as requested.
Person Specification
Shortlisting criteria
Essential
- Good standard of English & Maths (GCSE or equivalent)
- Computer literacy, including Word, Excel, Outlook
- Training/experience in database administration
- Valid SIA Licence (Security Industry Authority)
- Experience dealing with the public in a customer-facing role
- Experience working to strict deadlines and schedules (daily/weekly/monthly tasks)
- Excellent organisational skills; ability to prioritise workload
- Ability to work under pressure and maintain accuracy
- Excellent customer service skills
- Understanding of confidentiality, data protection, and accurate record keeping
- Honest, trustworthy, credible
- Professional and well-presented approach
- Excellent attendance and punctuality
- Ability to adapt to changing demands and undertake additional reasonable duties
Desirable
- Full, valid UK driving licence (Category B)
- Experience working in a large or complex organisation
- Experience within the security or parking industry
- Ability to interpret and apply policies, procedures, and operational guidance
Person Specification
Shortlisting criteria
Essential
- Good standard of English & Maths (GCSE or equivalent)
- Computer literacy, including Word, Excel, Outlook
- Training/experience in database administration
- Valid SIA Licence (Security Industry Authority)
- Experience dealing with the public in a customer-facing role
- Experience working to strict deadlines and schedules (daily/weekly/monthly tasks)
- Excellent organisational skills; ability to prioritise workload
- Ability to work under pressure and maintain accuracy
- Excellent customer service skills
- Understanding of confidentiality, data protection, and accurate record keeping
- Honest, trustworthy, credible
- Professional and well-presented approach
- Excellent attendance and punctuality
- Ability to adapt to changing demands and undertake additional reasonable duties
Desirable
- Full, valid UK driving licence (Category B)
- Experience working in a large or complex organisation
- Experience within the security or parking industry
- Ability to interpret and apply policies, procedures, and operational guidance
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
