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Customer Service Manager

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Job Reference: 1966
Number of Positions: 1
Job Category: Line Management
Contract Type: Full Time
Salary: £28,000 - £29,000
Location: Swan Walk, Horsham
G4S Region: UK & Ireland
Country:United Kingdom


G4S Business Unit:
Closing Date: September 2, 2017
Package Description: 28 days annual leave

Job Introduction:

Following a contract review an exciting opportunity has arisen for a new Customer Service Manager for our JLL contract based at Swan Walk Shopping Centre in Horsham.

The Customer Service Manager will be the senior manager responsible for the operational and strategic management of our prestigious Swan Walk contract, and will forge a successful partnership with Swan Walk senior management and tenants.  Ensuring the correct blend of professional security personnel and procedures, and award-winning customer service, the Customer Service Manager will also be liaising with law enforcement agencies, local authorities, community groups and retailers.

This is a New role and will grow and develop as the operaration moves along.

Swan Walk is a dynamic and constantly improving environment, a Horsham landmark. The centre prides itself on the level of customer service delivered to the landlord, the tenants and customers as well as external stakeholders and the wider community.

You will be a proven Service professional; able to demonstrate how you have made a difference in your previous public facing role, managing a large site team or multiple teams, with an expertise in training and standards

About G4S

G4S, the leading global security and outsourcing group, specialises in outsourcing of business processes in sectors where security and safety risks are considered a strategic threat. G4S is the largest employer quoted on the London Stock Exchange and has a secondary stock exchange listing in Copenhagen. G4S has operations in more than 120 countries and over 620,000 employees.

Role Responsibility:

  • Maintenance of a full complement of trained and suitable team members, implementing monthly mentoring, 121 training and personal feedback sessions;
  • Through the team and personally, have met all customer-defined Key Performance Indicators, and operational tasking, with evidence
  • Achieved an excellent working relationship with Centre managers and retailers alike, bringing problems and solutions to the forefront, and actively contributing to the service the Centre management give their retailers and customers;
  • Evidenced liaison with law enforcement agencies and other community groups for the benefit of the Centre, showing participation in community schemes and initiatives, and relationships with local authorities;
  • Meet all Company & Group standards, and achieve nomination for partnership, collaboration and customer service awards for Swan Walk and G4S;
  • Reduced staff retention, and reduce absence, authoring and administering a Star of the Month scheme;
  • Completed all employee relations activity, including disciplinary / grievance hearings, that encourages high standards of security and customer service; 
  • Maintained compliance requirements, in particular in relation to CQC and Health and Safety
  • Ensure all team members are sufficiently trained for their duties, refining and introducing a monthly top-up training schedule and syllabus.  G4S and Swan Walk management are committed to the highest standards of training and mentoring
  • Manage all elements of the service, ensuring that operational positions are covered, including but not limited to Duty Management, Control Room operations and Customer Service roles, and also taking a leading role with recruitment, scheduling patterns, equipment ordering and official KPI meetings
  • Continuous improvement in the back of house and outward facing security and customer service standards. 
  • Management of HR issues including retention, recruitment, employee relations, staff development, and ensuring staff development/refresher training is up to date for all staff at all times.
  • Identify areas for service improvement, and furthermore articulate schemes and projects which use collaboration with other Swan Walk service providers to reduce costs and improve customer service;
  • Part of Centre Management Duty Manager Rota
  • Regular liaison / meetings with Retail Crime Group, local Police representative, local Council representative.
  • Assist Centre Management with customer complaints – investigations and response letters.
  • Demonstrates a pro-active approach to the business needs
  • Ensures all JLL H&S policies are adhered to by all security personnel / maintain a safe working environment for all security personnel.
  • In addition to these functions the Manager is required to undertake such other duties as may be reasonably required

The Ideal Candidate:

Essential Requirements

  • A strong training background and ethos, able to demonstrate how you have used training and constant evaluation schemes to assist staff retention and improve operational performance
  • Excellent communicator at all levels, demonstrating a firm but considerate management style that ensures a team delivers to their maximum potential;
  • A hands-on and visible security practitioner, able to articulate how this will be translated into forging close relationships with all stakeholders;
  • Able to create, analyse and interpret data and fully IT literate, with working knowledge of MS Office packages.
  • Able to demonstrate a ‘team player’ ethos and flexibility, meeting the needs of a prestigious and busy shopping centre.
  • Experience of being part of and leading change management.
  • 5 years checkable work history
  • Unrestricted right to work in the UK/EU
  • Fluent written and spoken English

Preference will be given to candidates who also meet the following:

Ideal Requirements

  • Previous experience in customer service management
  • Good communication and inter-personnel skills
  • Computer literate
  • Smart, reliable and punctual

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Please Note: The application deadline for this job has now passed.

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