Security Officer-NNUH Contract

Security Officer-NNUH Contract
Full-time Permanent – 12 hours shift 4 on and 4 off
Norfolk, Norwich 
Salary: Up to £26766 plus enhancement 

Serco is looking for a Security officer to join the team. As a Security Officer, you’ll provide a professional, courteous, and highly visible presence across NHS premises, car parks, and site boundaries. Your role includes foot patrols, emergency response, and incident management, ensuring a safe and secure environment for staff, patients, and visitors while protecting NHS property and assets.
All duties are carried out in line with industry standards and regulations, including BS 10800, BS 7499, BS 7984 (Key Holding), BS 8593 (Body Worn Video), BS 7958 (CCTV), with officers 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.
• The post holder will work within their own initiative within the framework of their AIs and Operational policies.
• Make judgements in area of responsibility taking into account legislation, health and safety and the local NHS policies. 

Systems 

• Officers will be trained in the use of the following
• TrackTik Patrol logging system.
• Pinnacle BWV cameras.
• CCTV system.
• Radio system.
• Building Management System (BMS) monitoring, alarm response and escalation.
• Intruder Alarm systems.
• Fire alarm panels and systems.
• Panic Alarm systems.
• Access Control systems.
• Baby Tagging systems.
• Car Park equipment – Intercom, barriers and ticket machines and some 1st line maintenance.
• Car Parking enforcement (PCN) system and mobile device / printer (where required).
• Cash Collection.
• Lone Worker solutions / systems.
• COSHH regulations.
• Risk assessment and safety systems of work.
• IT systems and use of Microsoft Office applications.
• Secure storage of Personnel records.
• Incident reporting (NHS DATIX and Serco Assure).
• Computer Aided Facilities Management system (CAFM). 

Mental / Emotional Demands of the Job 

• Maintain high awareness and responsiveness throughout shifts.
• Handle difficult situations with patients, staff, and visitors using de‑escalation techniques.
• Provide emergency response to violent or aggressive incidents, using Physical Intervention only as a last resort.
• Manage unpredictable working patterns, frequent interruptions, and rapidly changing priorities.
• Support patients and relatives in distress, trauma, or emergencies.
• Monitor and operate CCTV, control room systems, and alarms; escalate issues as required.
• Control site access, check identification, and challenge unauthorised entry politely.
• Escort patients, visitors, and colleagues as needed; assist in searches for missing patients.
• Complete reports, logs, and documentation accurately; manage keys, valuables, and lost property.
• Handle cash collections and provide first‑line support for car park systems.
• Enforce car parking rules and respond to customer queries.
• Identify and report suspicious activity.
• Act as a professional ambassador for Serco and NHS security standards.
• Maintain equipment, uniform, and BWV cameras in line with procedures.
• Participate in fire response, liaise with external agencies, and uphold patient confidentiality.
• Undertake training, ad hoc duties, and redeployment when required.
• Ensure fitness and suitability for all physical aspects of the role.

Physical Demands / Skills of the Job 

• Physical Intervention (PI) and Conflict Resolution / de-escalation techniques.
• Communication skills, empathy and broad understanding of the patient demographics and Mental Health, Dementia, Autism and Learning Disabilities.
• Risk assessment / dynamic Risk Assessment and identifying and mitigating risks associated with Healthcare Security role.
• Manual handling.
• Computer and keyboard skills obtained through experience and practice.
• All Officers are required to maintain a good level of fitness in order to do their job safely.  This will be tested and assessed on an annual basis.  All Officers not meeting the standard will be given an improvement programme and the opportunity to undertake a re-test / re-evaluation, however, Officers consistently not making the grade / passing the assessment will be considered for re-deployment in accordance with Health BU policy.
• Undertaking regular foot patrols in all weathers.

Working Conditions 

Mainly office / Control Room and Hospital / site environment.  Officers may experience exposure to emotional, traumatic and stressful situations.  Exposure to unpleasant conditions does occur, however, all efforts to reduce and minimise exposure are taken.
Full uniform and PPE (stab vests, clinical gloves, eye protectors and slash and bite resistant gloves) are provided and where necessary additional clinical PPE (gowns, visors and gloves) are available from clinical staff.

What you will 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.
• Proven ability in respect of diplomacy and de-escalation skills.

What we offer:

• Salary:  salaries with annual reviews
• Pension: Up to 6% contributory pension scheme
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme

All Serco employees must ensure that their current line manager is aware of their application.  For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are 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.