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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.
Detailed Job Description And Main 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, hands‑on 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 criteria
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 criteria
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
If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel
North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT's workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.