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Customer Service Team Leader Belfast, United Kingdom 10.59 hourly

Customer Service Team Leader

Location: Belfast, United Kingdom |
Salary: 10.59 hourly |
Posted: 16 Nov 2021 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 2100030E-internal

G4S is the world's leading global, integrated security company specialising in the delivery of security and related services to customers across six continents. We specialise in outsourced business processes and facilities in sectors where security and safety risks are considered a strategic threat. We operate in over 90 countries. We have a truly global business with large established market positions in developed markets and outstanding positions in fast growing emerging markets. G4S has a unique global footprint, employing more than 570,000 people world-wide, and are the largest security solutions provider in the world.

G4S now have an exciting opportunity for a Customer Service Team Leader to join our Belfast team.

As a team leader working in the G4S ARC you will be responsible for the monitoring the team, will be reporting directly in to the Operations Manager and will contribute to delivering operational excellence. Your team will be responding to our customer's alarm systems throughout the UK, monitoring the safety of our customer’s staff, buildings and assets, using a market leading software suite to ensure that that all alarm activations are dealt with in a professional and timely manner. 

The role does require candidates to have the flexibility to work a rotational shift pattern of days and nights including weekends and Bank Holidays. 


  • Ensure the effective running of the shift team
  • Manage the event and call handling performance of the shift team
  • Maintaining full compliance
  • Monitor and manage the personal development needs of the team
  • Working under pressure
  • Holding one to one sessions with the team 
  • Deliever training and coaching to the team 
  • Maintaining accurate records
  • Assist the analysis and resolution of customer complaints
  • Maintain a relevant production of succinct and timely reports for aspects of shift teams performance
  • Ensure appropriate operational and technical knowledge is kept up to date
  • Follow health and safety measures

The ideal candidate:

  • Management or supervisory experience 

  • Experience in dealing with both inbound and outbound calls

  • Able to communicate effectively with all levels of business, internal & external

  • Excellent attention to detail.

  • Comprehensive IT skills including ability to use all MS Office packages, including excel

  • Excellent communication skills, both written and verbal. 

  • Strong organisational and management skills

The role does require candidates to have the flexibility to work a rotational shift pattern of days and nights including weekends and Bank Holidays. 


  • Professionally delivered training and continuous on the job support

  • 5.6 weeks holiday per year, 8 of these will be in lieu of bank holidays (worked or not worked) 

  • Working with market leading systems

  • Career progression and development opportunities

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