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Customer Service Executive

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Job Reference: G4S/CD/5764
Number of Positions: 30
Job Category: Cash Operations
Contract Type: Full Time
Salary: tbc
Location: Sutton
G4S Region: UK & Ireland
Country:United Kingdom


G4S Business Unit:
Closing Date: January 2, 2018

Job Introduction:

G4S is the largest secure solutions company in the world, the second largest private employer on the London Stock Exchange and one of Britain’s top Employers. Our Cash Management Solutions business has expertise in cash and valuables transportation, cash processing, ATM and cash centre outsourcing, secure storage and retrieval.

As an employee of G4S Cash Solutions, each role will have specific responsibilities for the identification, management and control of risk in order to safeguard the business, staff, customers, assets and reputation. Every G4S employee has a role to play in understanding and supporting the business in embedding effective risk management controls and assurance and be integral to the effectiveness and success of G4S.

Role Responsibility:

To deliver customer service to customers of G4S Cash Services whether through internal processes or via any appropriate communication channel and to ensure that contractual obligations are met and day to day queries dealt with.

Customer Focus

  • Takes ownership of customer/branch requests, queries and complaints ensuring they are dealt with to a successful outcome.

Performance

  • Communicates between customers, branches and any internal departments to resolve all service issues (for example – cash processing, claims, invoice queries) and monitors the process until a successful outcome is achieved. 
  • Manages own workload according to performance targets and objectives advising the team leader where tasks may not be completed within necessary timescales.
  • Ensures emails are dealt with promptly and according to company procedures.

Expertise

  • Aids in the successful collation and implementation of bank holiday planning.

Best People

  • Provides support to other team members, and fulfils any reasonable management request.

Integrity

  • Ensures all agreed MI is delivered within timescales (for example weekly figures, customer service information).
     

Collaboration and Teamwork

  • Communicates between customers, branches and any internal departments to resolve all service issues (for example – cash processing, claims, invoice queries) and monitors the process until a successful outcome is achieved.
  • Maintains regular contact with Sales Team to ensure smooth running of contracts and to update the Sales Team on day to day information from customers and branches.
  • Maintains regular contact with branches to ensure service delivery performance and swift resolution of any job-line related issues.
  • Takes a pro-active approach where possible to communication of issues to customers and branches.
  • Visits customers and/or attends meetings with Account Managers to resolve outstanding queries and promote effective customer relationships as necessary.
  • Provides support to other team members, and fulfils any reasonable management request.

The Ideal Candidate:

  • Flexible in approach
  • Able to work using own initiative
  • Team player
  • Good understanding of G4S IT systems
  • Takes ownership of issues, seeing them through to resolution
  • Ability to communicate at all levels
  • Good attention to detail

 


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