Senior Customer Services Assistant

SENIOR CUSTOMER SERVICE ASSISTANT

Salary: £31,646.31 per annum

Working Hours: Permanent, Full Time, 40 hours per week, Monday to Friday (8hr shifts between the hours of 06:30 - 19:00)

Location: Cheltenham, Gloucestershire

Excellent benefit package including 2.5% Golden Hello payment on commencement of employment and up to £2,000 annual retention bonus subject to eligibility criteria (pro-rata for part time employees), subject to achieving and maintaining clearance requirements.

G4S Facilities Management are recruiting a Senior Customer Service Assistant on a full-time, permanent basis based in Cheltenham. This will be between the hours of 6am and 7pm as the business needs

We are looking for a dedicated and professional individual to 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.

Core Responsibilities:

• Leadership: Lead and manage the development of the Customer Services Hub team to achieve all operational and business objectives.
• Service Standards: Develop and maintain all operational procedures and SLAs. Proactively seek and implement service improvements to maximize customer satisfaction.
• Management & Reporting: Assist in resource management, shift scheduling, and staff organisation. Produce required management information, reports, and SLA data.
• Stakeholder Relations: Build and maintain effective customer relationships to fully understand needs and enhance G4S reputation. Coordinate with other G4S service areas and system providers for smooth operation.
• Compliance & Execution: Ensure adherence to all Client security guidelines and H&S regulations. Perform all ICSC and Switchboard duties.
• Oversight: Monitor team supplies and keep the Line Manager informed of all key issues. Provide cover for the Team Leader as required.

Required skills and attributes:

• Proven Supervisory/Leadership Experience: Demonstrated ability to lead and manage teams within a customer-facing environment.
• Exceptional Communication: Excellent verbal and written communication skills, supported by strong interpersonal abilities to manage client and team relationships.
• Organisational Excellence: Highly organized, methodical, and detail-oriented approach to task management and execution.
• Customer Focus: Excellent and proven customer service skills.
• Technical Proficiency: Competent IT literacy across standard business applications.

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, subject to maintaining clearance requirements.
• 27.5 days holiday plus bank holidays
• 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.

G4S is the International business of Allied Universal, the world’s leading security and facility services provider and trusted partner to more than 400 of the Fortune 500. Allied Universal delivers unparalleled customer relationships, innovative solutions, cutting-edge smart technologies and tailored services that enable clients to focus on their core businesses. With operations in over 100 countries and territories, Allied Universal is the third largest private employer in North America and seventh in the world. Annual revenue is approximately $23 billion. There is no greater purpose and responsibility than serving and helping to safeguard customers, communities and people. For more information, visit g4s.com.   In the UK, the company has an extensive network of offices and more than 31,000 employees.

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