Customer Service Team Leader

Location: Cheltenham, Gloucestershire |
Salary: £25,685.49 |
Posted: 5 Aug 2022 |
Closes: 30 Sep 2022 |
Job Type: Full Time and Permanent |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 12085

Role Responsibility:



Salary: £25,685.49

Working Hours: Permanent, Full Time, 40 hours per week

Location: Cheltenham, GL51 0EX


Excellent Company benefits including Contributory Pension and retention bonus £2,000 per annum (pro rata) subject to meeting the eligibility criteria.  Recruitment welcome bonus also paid once site clearance is achieved of 2.5% of basic salary.


As a leading Facilities Management company, G4S FM improves the lives of millions of people across the UK and Ireland by creating productive, safe and smooth working environments. We support the efficient delivery of front line services in critical environments for the private sector, national and local government agencies.


At G4S FM our expertise in sectors such as defence, courts and hospitals is second to none. Our success is underpinned by the way we attract, develop and engage with our people, as well as the culture and values that shape the way we work and how our colleagues carry out their roles.


Our values are integral to everything we do. We act with integrity and respect. We are passionate about safety, security and service excellence and we achieve this through innovation and teamwork. We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.


We have an opportunity for a G4S Customer Services Team Leader to join our team based in Cheltenham. This is a full time role working 40 hours per week, Monday to Friday working shifts between 6.30am and 7pm.


As G4S Customer Services Team Leader you will Support G4S operations by managing the G4S Customer Services Hub and the services they provide.  Also providing a professional, comprehensive Facilities Management service, whilst assisting with the delivery of this prestigious contract.  This requires an individual who is hardworking, tenacious and who wants to deliver the best quality service, whilst ensuring that the customer satisfaction is maintained at all times. This individual needs to be efficient and comfortable with managing a team. They need to be able to multitask, work under pressure and prioritise their workload.


Key Responsibilities will include:

  • Assist with the management of the G4S Customer Services Team to provide general administration support across the G4S FCO contract and delivery of the services within the remit of the G4S Customer Services Hub.

  • Monitor delivery of services against SLA’s and SLT’s. Ensuring that performance data is recorded and available for inspection by auditors, client, authority etc.

  • Maintain office services by organizing office operations and procedures; assigning and monitoring clerical functions and delivery of services.

  • Complete operational requirements by scheduling and assigning employees; following up on work results

  • Design and implement office policies by establishing standards and procedures, measuring results against standards and make adjustments where necessary

  • Keep management informed by reviewing and analyzing management information, summarizing information and identifying trends

  • Oversee the Stationery budget and related expenditure, whilst ensuring the maintenance an inventory of office supplies

  • Respond to customer enquiries and complaints

  • Assist with the preparation and submission of Security Management Plans (SMP’s) in support of the department requirements

  • Undertake data entry and manipulation to support delivery of services and provide management information for both G4S, Client and Authority.

  • Answer, screen, administer or transfer inbound calls as required

  • Liaise with Client, Customers, other areas of G4S and contractors as required

  • Perform other duties as necessary during times of peak demand or staff absences to contribute to the team effort to accomplish results

  • Maintain office staff by recruiting, selecting and training employees

  • Maintain level of staff delivery by coaching, counseling and disciplining employees; planning, monitoring and appraising job results

  • Promote staff development and training

  • Key Health and Safety accountabilities include:-

    • Working safely and efficiently and with due regard for their own health and safety and the health and safety and the welfare of others including, Company staff, Client staff, contractors and members of the public etc.

The Ideal Candidate:

Essential Criteria:

  • Previous experience as a Line Manager

  • High level of IT skills including MS Office

  • Proven office management, administration experience

  • Attention to detail and problem solving skills

  • Strong organizational and planning skills

  • Decision making

  • Ability to work under pressure



  • Recent experience in a relevant role

  • Previous experience in facilities management environment

  • Knowledge clerical practices and procedures


Additional Company Benefits available:

  • Company pension scheme with employer contributions

  • G4S Life Assurance Scheme

  • Free eye-tests/discounts for VDU users

  • Subsidised healthcare plan

  • Charity work- Match-IT and Payroll Giving

  • Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )

  • Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers

  • Progression, training and development opportunities.


Please be aware that due to the nature of the business vetting is an intrusive and prolonged process.



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