Business Support Executive

Job Title:  Business Support Executive

G4S plays an important role in society & we are trusted to care for & protect some of the world’s most valuable assets.  It is a big responsibility & one we take very seriously.  Our values are the standards we set for ourselves & they are reflected in the culture of the organisation & our every-day behaviour.   It is therefore critical that the right candidate is a good cultural fit & aligned to our company values.  What exactly does this mean?  We want people to join our team that act with integrity & respect at all times & they must be passionate about safety, security & service excellence.  Delivering superior customer experience is an absolute must, they must be curious & constantly challenging themselves to find new ways of helping our customers & improve our internal processes.  We work as one team in the Monitoring function & the ideal candidate must be a good cross functional worker who enjoys collaborative team work but at the same time be self-sufficient & happy to work on their own goals & deliver against their personal objectives. The role will report to the Business Support Manager.

 The responsibilities of the role will include:

• Excellent customer service telephone manner & treat every customer like we would if they were a brand-new customer.  The Business Support executive is responsible for both inbound & outbound customer care

• Manage assigning & completion of customer ticketing queries / requests & handling inbound calls daily by COB

• Dealing with customer queries through the phone & ticketing & meeting KPI’s against each 

• Build relationships with Installers and Customers

• Manage equipment sales, sales orders, po’s etc.

• Responsible for opening post & completing cheque run / lodgement process with Cash Dept

• Processing of fail to pays, cancelations, credit & rebills etc. on customers’ accounts and recording details of same

• Responsible for receipt & transfer of customer complaints

• Input of new connections to the System & issuing contracts

• Keeping the customer database up to date 

• Keeping sentinel & NAV up to date on any changes to the terms & conditions of connections 

• Manage & proactively follow up on customer paperwork contracts etc.

• Scan all paperwork daily

• Liaising with other divisions such as operations (ARC/FSSC), sales, account management & finance to resolve queries & to ensure that together we deliver superior service across all touchpoints to our base

• Keeping process flows up to date at all time & ensure training on all BST processes

• Completing month end activities i.e. manual billing, contract book queries / corrections

• Support finance activities 

• Ahoc 

• Project work 

• Joint responsibility for the retention/save program

• Accountable for achieving a customer satisfaction KPI for each of their customers

You are perfect for this job if this sounds like you:

• Ambitious, hard-working, determined, positive, helpful person with interest in growing her/his career

• Understands what customer service should look like &  have experience delivering it

• Have customer relationship-building skills at frontline level

• Naturally & effectively build relationships & resolve disputes with ease

• Attention to detail & accurate data entry

• Adaptable to use a range of computer applications

• Good workload management skills – able to maintain desired performance standards & complete work to a defined schedule

• The ability to prioritise work to focus on the most important issues according to the situation

• Excellent interpersonal skills – both to senior management & to staff & colleagues

• Ability to use technology systems accurately & effectively to update customer records & comply to automated workflows

• Good at owning, documenting, & resolving issues such as why customers contact us, how we have resolved their issues & what we can do better the next time.

You will just need to complete the following application form and one of our Recruiters will be in touch to discuss the next steps. Our recruitment and selection process will include an interview and screening to BS7858 standards.

Given the nature of the industry, we do need to ask some questions for security and compliance purposes, but don’t worry - you will only need to complete them once.

In 2021, G4S, a London-based global security company, was acquired by Allied Universal®, a leading security and facility services company that provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions. This acquisition expanded Allied Universal’s footprint and infrastructure on a global and local level. Through a global workforce of approximately 800,000 people*, we leverage best practices in communities all over the world. With revenue of approximately $20 billion, we have the resources to deploy efficient processes and systems to help deliver our promise locally: keeping people safe so our communities can thrive. In Europe, we have an extensive network of offices and more than 46,500 employees to support our local communities and customers.  We believe there is no greater purpose than serving and safeguarding customers, communities and people in today’s world. Allied Universal is There for you™. For more information, please visit www.g4s.com or www.aus.com.

*Total workforce includes employees and subcontractors