G4S Senior Customer Services Assistant

Location: Cheltenham, Gloucestershire |
Salary: £21,887.04 |
Posted: 27 Apr 2021 |
Closes: 25 May 2021 |
Job Type: Permanent & Full-time |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 9859

Role Responsibility:




40hrs, Full Time, Permanent

£21,887.04 per annum

Excellent Company benefits including Contributory Pension


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 Senior 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 Senior G4S Customer Services Team Leader you will provide a full and comprehensive customer service in support of the delivery of this prestigious contract by providing an exceptional service to our high profile client. This varied and interesting role will provide support to the Total Facilities Management (TFM) contract which includes but is not limited to receiving, acknowledging and processing all TFM service requests, processing visitors, performing administrative tasks, assisting with the delivering Desk Management, Car Parking, Lockers and switchboard services.


Key Responsibilities will include:


  • To work as a member of the G4S Customer Services Hub providing a variety of effective, well organized and efficient services, providing a high level of customer service.  

  • To work flexibly between the G4S Customer Services team to ensure the delivery of the following services: 

    • G4S Admin (including Locker Management and Car Park Management) 

    • Desk Management Service 

    • Integrated Customer Service Centre / Switchboard

    • Visitor Reception Centre

    •  Conference and Training Service


  • Ensure that records are maintained and update at all stages using the appropriate IT support applications e.g. Maximo, Service Desk, VRIS, Hospitality Suite etc.  

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

  • Resolve administrative problems and inquiries  

  • Prepare written responses to routine enquiries  

  • Assist with queries, complaints and general enquiries  

  • Liaise with key stakeholders, internal business partners, customers and clients.  

  • Follow up high priority works/requests to ensure the customer contact is fully informed  

  • Undertake general clerical duties as required.  

  • Communicate and liaise via telephone, face to face and by email.  

  • Be prepared to undertake provide cover during times of peak demand or during staff absences

  • To keep your line manager informed of all service related issues.  

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

The Ideal Candidate:


Essential Criteria:


  • High level of IT skills

  • Excellent customer service skills  

  • Ability to adapt to changing priorities.  

  • Enthusiastic and flexible.  

  • Ability to work as part of a team 




  • Understanding of information management system/databases  

  • Previous experience in facilities management environment

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

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