Customer Services Team Leader Cheltenham, Gloucestershire £33,212.50

Role Responsibility:

CUSTOMER SERVICES TEAM LEADER

Salary: £33,212.50 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.

We have an exciting opportunity for a Customer Services Team Leader to join our friendly team based in Cheltenham. This is a full time role working 40 hours per week, Monday to Friday between 8.00am – 5.00pm

As Customer Services Team Leader you will support G4S operations by managing the G4S Customer Services Hub and the services they provide.  To provide 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.  The 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

Responsibilities

• 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

The Ideal Candidate:

Essential

• 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

Desirable

• Previous experience in facilities management environment

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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