Security Awareness Analyst (Human Risk)

Saepio Information Security; High Wycombe; On-site; GBP 30,000 - 50,000; Full time

Benefits offered by this job

25 days annual leave

BUPA Premium Health Insurance

Life Insurance

Critical Illness Cover

Royal London Pension Plan

Learning and development culture

International incentive trips

Social events

Job summary

Saepio Information Security is seeking a Human Risk Analyst to support Security Awareness Training and Phishing simulation programs using KnowBe4. You will onboard new customers, review results and provide recommendations to improve resilience against social engineering.

You will build insightful summaries of training performance, track trends, and share findings with clients while maintaining exceptional service across multiple accounts in a hybrid, UK-based environment.

Qualifications

• Experience with 1+ year in a customer-facing security operations role.
• Ability to produce service reports, reviews and improvements.
• Strong communication with clients and internal teams.
• Attention to detail and organisational skills for multiple customers.
• Proven track record of delivering high-quality customer service.

Responsibilities

• Onboarding new customers to Security Awareness Training (Human Risk Management).
• Client relationship management and ensuring satisfaction with services.
• Service delivery guidance to improve security awareness and reduce breaches.
• Issue resolution and collaboration with internal teams.
• Regular updates, inquiries handling and managing expectations.
• Performance monitoring and reporting with insights for service improvement.
• Maintaining records of service delivery and client interactions.

Skills

CRM skills

Communication

Attention to detail

Organisational skills

Customer service

Collaborative

Learning mindset

Problem solving

Job description

Human Risk Analyst (Cyber Security Awareness Training, KnowBe4)

Location: Saepio HQ, High Wycombe, Bucks

Hours: Hybrid, Full Time, no overnight work - (Mon – Thurs 9am–6pm, Fri 9am-5pm)

Reporting To: Head of Managed Services

About Saepio

Cyber security isn’t an add-on to IT. It’s a specialist discipline.

That’s why modern UK organisations separate the teams who run systems from those who protect them. And it’s why they choose Saepio.

We’re one of the UK’s most recognised cyber specialists and an NCSC Assured Service Provider, working with over 1,000 organisations who trust us to help them:

• Cut through noise and see their real risk
• Align policy, people and technology into one coherent strategy
• Mature security operations without adding unnecessary complexity
• Build cyber resilience that stands up to real-world pressure

We partner with the most advanced security platforms in the market and deliver high-impact events, campaigns and thought leadership that place Saepio at the centre of the UK cyber conversation.

What will you be doing?

You will be involved in Security Awareness Training running Phishing simulation campaigns and Cyber Security training programmes via the tooling to help our customers defend against hackers. You will be responsible for setting up services for new customers then reviewing the results to help improve their resiliency to social engineering attacks on their users.

You will provide insightful summary of Phishing and Training performance, highlighting trends to demonstrate improvement over time or using a combination of existing knowledge, resources and independent research provide recommendations for Service Improvement.

You will be responsible for developing relationships with customers and providing an exceptional level of service. The scope of this role is broad and not limited to –

• Onboarding: Manage new customer onboarding to Security Awareness Training (Human Risk Management)
• Client Relationship Management: Building and maintaining strong relationships with existing clients, understanding their needs, and ensuring their satisfaction with the services provided.
• Service Delivery Management: Provide support and guidance to customers to improve security awareness to reduce their likelihood of breaches.
• Issue Resolution: Acting as a point of contact for service-related issues and working with internal teams to resolve them promptly and effectively.
• Communication: Providing regular updates to clients on service delivery, addressing inquiries, and managing expectations.
• Performance Monitoring: Tracking service performance metrics to identify trends and areas for improvement.
• Process Improvement: Identifying opportunities to enhance service delivery processes and implementing solutions to improve efficiency and client satisfaction.
• Reporting: Preparing and presenting high quality service reports to customers in reviews to add valuable insights to improve their security protection.
• Documentation: Maintaining accurate records of service delivery activities, client interactions, and issue resolutions.

What are we looking for?

This role would ideally suit someone with a background in one of the following areas: Security Awareness Training, E-Mail Security, Phishing, Ethical Hacking, Cyber Security Service Management or Customer Success roles.

An individual who is passionate about delivering the highest quality service to our customers, who goes above and beyond and has prior experience in doing so. Someone who can manage multiple customers, whilst maintaining a high level of attention to detail and organisation.

At Saepio, communication is key. Whether it be building internal or external relationships, we are looking for someone who can easily communicate in a professional manner with both parties and be able to maintain these professional relationships.

To be successful within this role, you must have impeccable organisation and task management skills as well as being able to handle pressurised situations and deadlines.

Requirements

• Experience: At least 1 year in a customer facing security operational support role providing service reporting, reviews and service improvement for a business or Managed Service. Ideally in Security Services such as Security Awareness Phishing Simulation and Training, E-Mail Security, or IT Training.
• Excellent Communication and Interpersonal Skills: Essential for building relationships and communicating effectively with clients and internal teams.
• Creative Problem-Solving Skills: Ability to identify issue and implementing creative solutions to resolve service-related issues efficiently.
• Organisational Skills: To manage service delivery effectively and coordinate tasks.
• Customer Relationship Management (CRM) Skills: Experience with CRM systems to manage client interactions.
• Attention to Detail: Critical for accurate service delivery & documentation, and adherence to SLAs.
• Best in Class Customer Service: Proven track record of delivering exceptional customer service and building strong client relationships.
• Collaborative: Works effectively as part of a team, promoting collaboration and shared support to achieve service excellence.
• Desire to Learn and Skill Development: Proactive in seeking opportunities to expand knowledge and develop skills relevant to the role.

Other skills/qualifications (Desirable, not mandatory)

• Experience working in a Managed Security Service Provider (MSSP)
• Security Awareness Training/Human Risk Management (Know Be 4/KB4)
• Other relevant Cyber Security certifications (e.g. Comp TIA, NIST, ISO2700X, SOC2, GDPR)

What do we offer

• Having a happy and healthy team provides the foundation for our energy and drive
• 25 days annual leave plus additional half days for a ‘Duvet morning’ and your birthday (FTE)
• BUPA Premium Health Insurance covering pre-existing conditions
• Life Insurance
• Critical Illness Cover
• Royal London Pension Plan
• Strong learning and development culture to help you excel
• International incentive trips for high performers
• Fantastic social events e.g. Family Fun Day, Quarterly socials, Festive Party
• Quarterly company-wide recognition events e.g. lunch at Michelin star restaurants

Please note: To be eligible for this role, you must have the right to work in the UK on a permanent basis (e.g., Indefinite Leave to Remain or UK/EU Settled Status). Unfortunately, we are unable to provide visa sponsorship at this time.