Job Objectives and Responsibilities

·         The Pass Administration Assistant Officer is responsible for providing a professional, customer-focused walk-in service within the Pass Office, supporting the day-to-day issuance and management of security access passes for Lloyd's employees, contractors and visitors.

·         Acting as the first point of contact for pass-related enquiries, the role focuses primarily on processing walk-in requests, including new passes, replacement passes, disabled access passes, lost, stolen, defaced and forgotten passes. The role also provides administrative support to the Pass Administration Officer, assisting with access control administration, record management and pass office activities as required.

·         The successful candidate will combine excellent customer service skills with strong attention to detail, ensuring all passes and access requests are processed accurately, securely and in accordance with Lloyd's policies, procedures and security requirements.

Main duties

Walk-In Pass Services

·         Serve as the primary point of contact for all walk-in pass office enquiries.

·         Process and issue replacement passes for lost, stolen, forgotten, damaged or defaced access cards.

·         Issue temporary and day passes in accordance with established procedures.

·         Assist employees and contractors with applications for new access passes.

·         Support the administration and issuance of disabled access passes and associated access requirements.

·         Verify identity documentation before issuing passes or granting temporary access.

·         Ensure all pass transactions are accurately recorded and auditable.

·         Provide advice and guidance on pass office procedures and access requirements.

·         Escalate complex access permission requests to the Pass Administration Officer or Team Leader where required.

·         Ensure all visitors to the Pass Office receive a professional and efficient service.

 Operational Support

·         Assist the Pass Administration Officer with pass production and administration activities.

·         Support access card printing, encoding, activation and testing processes.

·         Maintain accurate records of issued, returned, damaged and destroyed passes.

·         Assist with access control administration within approved systems.

·         Support the management of access permissions and entitlement changes as directed.

·         Assist with processing employee starters, movers and leavers.

·         Maintain accurate electronic and physical filing systems.

·         Monitor pass stock levels and report shortages to management.

·         Assist with the administration of remote site and data centre access requests where required.

·         Support periodic audits and entitlement reviews.

 Customer Service

·         Deliver a welcoming, professional and customer-focused service at all times.

·         Respond to pass-related enquiries in person, by telephone and via email.

·         Resolve routine customer issues efficiently while maintaining security procedures.

·         Build positive working relationships with Lloyd's employees, contractors, Security Officers and Facilities Management teams.

·         Maintain a calm and professional approach when dealing with high volumes of customer interactions.

Emergency Response

·         Understand and undertake emergency responsibilities as directed by Lloyd's management.

·         Assist with emergency incidents, first aid situations and building evacuations as required.

·         Support business continuity and incident management procedures.

 Administration

·         Maintain accurate records, logs and documentation in accordance with Assignment Instructions.

·         Complete daily administrative tasks relating to pass issue and access management.

·         Ensure all transactions and activities are recorded accurately and remain fully auditable.

·         Support the maintenance of pass inventory, consumables and equipment records.

·         Assist in producing reports, statistics and management information when required.

·         Support mailbox monitoring and timely responses to pass-related queries.

Person Specification

Essential Criteria

·         Valid SIA Door Supervisor or Security Guarding Licence.

·         Previous experience in a customer service, reception, administration or front-of-house role.

·         Strong interpersonal and communication skills.

·         Excellent customer service skills with a professional and approachable manner.

·         Strong attention to detail and accuracy.

·         Ability to work efficiently in a fast-paced environment with frequent customer interactions.

·         Good organisational and time management skills.

·         Ability to follow procedures and maintain compliance with security requirements.

·         Competent in Microsoft Office applications and Visitor Management Systems.

·         Experience maintaining records and handling confidential information.

·         Ability to manage challenging situations professionally and effectively.

Desirable Criteria

·         Experience working within a pass office, reception, front-of-house or security environment.

·         Previous experience issuing security passes or identity credentials.

·         Experience using access control systems, including CCURE.

·         Understanding of physical security and access control principles.

·         Experience working within a corporate or high-profile client environment.

·         Knowledge of GDPR and information security requirements.

·         Experience supporting administrative and audit processes.