Senior Customer Services Assistant

Role Responsibility:

SENIOR CUSTOMER SERVICES ASSISTANT

Salary: £27,318.80 per annum

Working Hours: Permanent, Full Time, 40 hours per week (Mon - Fri)

Location: Cheltenham, GL51 0EX

Excellent benefits package including Contributory Pension, 2.5% Golden Hello payment on commencement of employment and a £2,000 annual retention bonus (pro-rata for part time employees), subject to maintaining clearance requirements.

About us 

G4S and Allied Universal came together in 2021 to create a global business which is now the world’s leading integrated security and facility services company.  We offer our employees an immense range of exciting and rewarding long term career opportunities.   The company provides integrated FM services in a wide range of environments, including healthcare, education, secure environments, and prestigious buildings.

About the role 

We have an exciting opportunity for a Senior Customer Services Assistant to join our friendly team based in Cheltenham. This is a full time role working 40 hours per week, Monday to Friday working 8 hour shifts between 6am and 7pm, as per business requirements.

As Senior Customer Services Assistant, you will assist the G4S Customer Services Team Leader in leading, managing and developing the Customer Services team to provide an efficient and professional service to the customer.

Responsibilities

• Develop, manage and maintain the standards, operational procedures and Service Level Agreements.

• Assist with managing resources/shift schedules and organise staff to meet requirements.

• Collate management information, produce reports and SLA data as required.

• Develop and maintain an effective working relationship so that the customers’ needs are understood and the company reputation is enhanced.

• Undertake all ICSC and Switchboard duties.

• Ensure all Client security guidelines are upheld.

• Maintain a professional look of the ICSC reception and surrounding area.

• Monitor the teams’ stationery and consumables and liaise with the line manager to ensure orders are placed in a timely manner.

• Develop and maintain an effective working relationship with other relevant G4S services, including the system providers to ensure technical and operational support.

• Liaise with the G4S Customer Services Team Leaders to coordinate with other service areas, where necessary and appropriate, to provide emergency, short notice or high volume workload cover.

• Continually seek service improvements to maximise customer satisfaction.

• Comply with the requirements of the H&S at Work Act and emergency procedures.

• To provide support and cover for the G4S Customer Services Team Leader (ICSC & Switchboard) and undertake any other task deemed reasonable to effectively deliver G4S services.

The Ideal Candidate:

We are looking for someone who is a team player and  has excellent leadership skills with an ability to engage and inspire people. You will be innovative and be able to create change with a customer focused mindset.

Essential

• Supervisory/leadership experience in a customer facing role.

•  IT literate.

• Excellent customer service skills.

• Excellent communicator with strong interpersonal skills.

• Organised, methodical and detail oriented.

Benefits

While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;

• 2.5% Golden Hello payment.

• £2,000 annual retention bonus.

• Progression, training and development catered to you.

• Refer A Friend incentives. 

• Company pension scheme with employer contributions.

• G4S Life Assurance Scheme.

• Subsidised healthcare plan.

• Charity work- Match-IT and Payroll Giving.

• Confidential Counselling Services.

• 24/7 support specialising in health and medical. 

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

Please be aware that due to the nature of the business security clearance to a high government level will be required.

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