Job overview

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 Service
•    Act as a primary contact point for parking, security and access enquiries from staff, patients, and visitors.
•    Provide a courteous, calm and professional service, communicating clearly both in person and by phone/email.
•    Support individuals in understanding parking rules, access permissions, appeals processes, and mobility support entitlements.

Access Control Administration
•    Maintain and update staff access control profiles in relevant systems (e.g., Guardis, PermIT or similar).
•    Add, amend, suspend or remove access rights based on HR notifications, leavers lists, departmental instructions, or security alerts.
•    Regularly audit swipe activity, access levels, and card validity.
•    Produce regular and ad-hoc access control reports for management

Parking Permit & Records Management
•    Process permit applications, changes, eligibility checks, cancellations, and appeals preparation.
•    Monitor permit numbers in circulation and maintain accurate database entries.
•    Maintain records of cash payers, reconcile payments, and follow up on arrears where required.
•    Support mobility parking, volunteer driver passes, and departmental allocations.

Reporting, KPIs & Data Quality
•    Produce operational, financial, and statistical reports as requested.
•    Submit monthly KPI information (permits, financial reconciliations, access summaries, complaints/incidents).
•    Provide minutes and action logs for meetings where required.

Working for our organisation

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.