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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.
Norfolk and Norwich University HospitalFull Time, Permanent (40.25 hours per week)
Rota 4 on 4 off (night shift 6pm – 6am)
Salary £24,471.00 per annum plus benefits (plus night shift enhancements)
he post holder will be responsible for the delivery of a professional, courteous, responsive, and highly visible Security presence. This will include high visibility and high-profile foot patrols, emergency response to all security issues and incidents within the NHS premises, car parks and confines of the site (as defined within the contract specifications). Security Officers are responsible for the provision of a safe and secure environment for all staff, patients, and visitors along with the protection of NHS property and assets and are to always behave in a professional manner.
All Security duties are delivered to and compliant with BS 10800, BS 7499, and where applicable BS 7984 (Key Holding). Body Worn Video (BWV) operation is delivered to and compliant with BS 8593. All CCTV operations are delivered to and compliant with BS 7958 and Officers are Vetted to BS 7858.
Main Accountabilities
Deliver all duties in accordance with the published Assignment Instructions, all relevant British Standards (BS) and the SIA and Serco Health BU Security Codes of Conduct and Behaviour.
- Maintain a current SIA licence(s) as required and undertake all necessary First Aid and top up training prior to renewal and licence expiry.
- Act as the first line emergency response to any given security situation.
- Respond to all staff and department panic / emergency alarms.
- Provision of a responsive security service that recognises equality and dignity of all staff patients and visitors.
- All Officers are trained in Conflict Resolution (CRT) and verbal de-escalation techniques and are to utilise these skills to defuse incidents and situations where possible.
- Provide an emergency response to all violent, aggressive, and abusive individuals within the Hospital and where possible defuse and deescalate the situation.
- Where required, you are to utilise Physical Intervention (PI) and the least restrictive practice (as trained) as a last resort to safely control the situation and maintain a safe environment. Where the individual is not a patient and Medical / Clinical colleagues confirm this, Officers are required to remove the individual from the location and escort them off site.
- Proactively monitor all CCTV systems in accordance with your AIs and BS 7958 to identify anti-social behaviour and instances of crime and direct and escalate the response accordingly.
- Maintain and monitor all Control Room functions and systems as necessary, reporting, and escalating alarms and actions as necessary and appropriate.
- Effectively control and monitor the access to the premises and where necessary examine documentation and identification to ascertain the authenticity and authority to gain access to certain areas. Officers are to actively challenge anyone tailgating whilst always remaining polite and courteous.
- When required to assist and escort visitors and Trust colleagues to their destinations within the boundary of the NHS site.
- Where applicable, Officers are required to provide patient escort.
- Respond to reports of missing patients and conduct all necessary searches (CCTV and in person) to locate the patient.
- Submit detailed reports on discovery of issues relating to Security, crime and health and safety to their supervisor as required.
- Maintain all relevant logs and indices as required and any other records that may be required by the Security Management team of both Serco and the NHS.
- To maintain the prescribed process in respect of the issue and return of keys.
- Cash handling / cash collection from Car Parking machines.
- First line support for Car Park intercoms, pay stations and barriers – resolving queries, managing, and replacing receipt rolls, clearing jammed coins and maintaining a customer focussed service.
- Providing car parking enforcement services where required
- To identify suspicious persons and actions and report such circumstances.
- At all times promote Serco in a positive and proactive light.
- At all times act as an ambassador for best practise and the Security Department as a whole.
- Engage in all training provision as and when required.
- Be responsible for compliance with approved operating procedures as contained in the site Assignment Instructions.
- Undertake ad hoc duties as and when required by the management team.
- Develop and maintain a professional and proactive relationship with all levels of client’s representatives and stakeholders with whom they engage operationally rendering themselves as the first point of contact in respect of any operational issue on the ground.
- Ensure that all equipment, uniform, and appointments issued to them is maintained and well looked after.
- Utilise BWV cameras in accordance with the Health BU SOP, BS 8593 and local procedures.
- Ensure that standards and the SIA and Serco Security Code of Conduct are consistently achieved and maintained.
- Ensure timely and accurate completion of all documentation as operationally required or directed by the Supervisor both on behalf of Serco or as directed by or on behalf of the NHS.
- Collection and depositing of valuables and patient belongings as required and directed.
- Manage lost / found property in accordance with local instructions.
- Champion best operational practice in quality and service delivery.
- Investigate all Fire Alarms and participate as part of the Fire Response Team (as specifically tasked for an incident).
- Act as the first point of contact with external agencies in response to incidents (Police, Fire, Local Authority etc.).
- Always maintain patient confidentiality in accordance with NHS and Serco policies.
- Can be redeployed at short notice to another site for the purposes of training and or operational support.
- Undertake all necessary and appropriate physical assessments for fitness and suitability for the duties of a Security Officers are, undertake an assessment of individual fitness to undertake PI training and associated duties.
What you’ll need to do the role
- Appropriate SIA Security, Door Supervisor License
- ideally supported by a CCTV license.
- First Aid qualification is mandatory (in accordance with SIA licence and top up training).
- Significant and credible industry experience as a Security Officer gained in the corporate and / or Healthcare environment.
- Evidence of strong customer and client focus
- must have experience in customer facing environments.
- Demonstrable working knowledge of H&S in respect of Security Operations.
- Good administration skill set.
- Demonstrable ability in respect of report writing.
- Evidence of exposure and experience of working in a diverse and multi-cultural environment.
- Team player.
- Evidence of self-motivation and willingness to adapt and embrace new working procedures.
- Computer literate.
Why Serco
Meaningful and vital work: Working within Security at Serco means that you’ll play a critical role in ensuring that patients continue to receive the safety and support that they need 24/7.
A world of opportunity: It takes a diverse team to support a hospital and we’re big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you’ll find all the opportunity you need to evolve your career.
Great people: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.
What we offer
- Up to 6% contributory pension scheme
- 25 days annual leave plus bank holidays
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme and more.
- Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
