G4S (now part of Allied Universal) is the largest secure solutions company in the world and one of Britain's top Employers. Our Cash Management Solutions business has expertise in secure logistics and payment services including cash and valuables transportation, cash processing, ATM and cash centre outsourcing, secure storage and retrieval and merchant services.
As an employee of G4S Cash Solutions, each role will have specific responsibilities for the identification, management and control of risk in order to safeguard the business, staff, customers, assets and reputation. Every G4S employee has a role to play in understanding and supporting the business in embedding effective risk management controls and assurance and will be integral to the effectiveness and success of G4S.
Main Purpose of Job
As a Senior Customer Service Executive with G4S you will become part of a well-trained, tight knit team providing an essential service to the business and often the local community.
You will be at the very heart of our operation. Your primary responsibility will be to liaise with customers and you will need to be confident working to stringent procedures designed to ensure that our service remains superior, and that our customer requirements are met with optimum efficiency.
G4S is the largest secure solutions company in the world and one of Britain’s top Employers. Our Cash Solutions business has expertise in cash and valuables transportation, cash processing, ATM and cash centre secure storage.
Primary Responsibilities
- Take ownership of customer and branch requests, ensuring they are resolved successfully through every channel.
- Be accountable for the accuracy of your work.
- Manage queries through our portals with confidence and efficiency.
- Communicate effectively with internal stakeholders to ensure every client request is understood and met.
- Build professional relationships and collaborate with various departments, including senior management of relevant divisions.
- Assist the manager in organising and managing your team's workload, confidently handling multiple tasks within customers' contracted SLAs.
- Address all contacts, both internal and external, promptly and professionally, upholding financial, risk, and service standards.
- Embrace extra responsibilities as assigned by the team leader to meet evolving business needs.
- Foster regular contact across departments to guarantee exceptional service performance and swift resolution of customer queries.
- Empower and coach customer service executives within the department.
- Be the go-to point of contact for inquiries from Customer Service Executives.
- Step up as Team Leader when needed, providing guidance and support.
- Engage in customer meetings with enthusiasm and purpose.
- Host dynamic team engagement sessions to inspire collaboration, unity, and continuous improvement.
- Serve as a vital escalation point for the Complaints team within SLA's.
- Responsible for monitoring and allocation of team workload in each queue to ensure KPIs are consistently achieved with excellence.
- Complete Quality assessments for the team members to contribute the each team members quality assurance scores monthly.
Key Competencies
- Be driven by a deep passion for providing exceptional customer service and delivering results.
- With a minimum of supervisory experience in a fast-paced work environment.
- Effectively inspire others to embrace the right behaviours and unite towards common goals.
- A proactive and innovative mindset to constantly seek improvements in processes and procedures.
- Dedicated to supporting the team and enthusiastically lending assistance to management in the department.
- Eager to acquire new skills and thrive both independently and collaboratively, ensuring all tasks are completed to the highest standard.
- Embrace a variety and change in work tasks and be able to adapt with flexibility.
- Approach challenges with initiative and resilience under pressure, maintaining an unwavering focus on detail and accuracy.
- Strong IT literacy to enable leading/coaching confidently. With an ability to navigate PC packages such as Word, Excel, and Google products.
- Solid problem-solving abilities, consistently meet targets for productivity and quality.
- Reliability and punctuality must be at the core of your work ethic, and you take pride in being a dependable team member.
Benefits
In addition to a culture that believes in promoting from within, we offer up to five weeks paid holiday and paid overtime, as well as the following benefits:
- Pension scheme
- Life assurance
- Flexible working policies
- We Care - providing 24/7 access to online GP, mental health support and virtual wellbeing
- HSF - Health Cash Plans
- Corporate perks and discounts (Perks @ Work and Home)
- Payroll Giving
- Training and Development Opportunities (inc Apprenticeships in England).
We also have some specific security criteria that you will need to meet:
- You must be able to pass a criminal record check as well as a personal credit and ID check.
- You must also have a 5 year employment/unemployment/educational history that we can check and verify.
- You will need to be prepared to undergo airport style searches when entering and leaving our premises and be comfortable working within a secure and confined environment.
You will be subject to a medical review, which may include a medical assessment with an occupational health practitioner. We’ll provide all the training and support to help you to progress as a key member of our world-class team.
G4S Cash Solutions (UK) Ltd is committed to creating a diverse and inclusive environment where all employee's feel respected and able to give their best and is proud to be an equal opportunity and Disability Confident employer.
We welcome the unique contributions that you can bring in terms of age, ethnicity, race, sex, gender identity and expression, nation of origin, religion, disability, sexual orientation and beliefs. If you require any reasonable adjustments during the hiring process, please do not hesitate to contact us.
What do our employees say about working for G4S?
“I joined G4S because I thought it would be good for my career progression and a very interesting job.
The application and recruitment process was very easy quick, and the trainers were very helpful.
I would definitely recommend G4S to anyone looking for work.”
“The good thing about working here is that the company provides all the training they think I need so that I have the right skills for the job I do.
I’m from Hong Kong and everyone treats me like family here. Everyone is very nice and very friendly and I’m very happy here.”
“I’m excited to start something new and different with new challenges.
It’s a very male orientated role, but that doesn’t put me off and it’s definitely suitable for both males and females.
I’ve already recommended G4S to a friend of mine!”
Allied Universal, a leading security and facility services company, provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions that allow clients to focus on their core business. Our acquisition of G4S in 2021 expands our footprint and infrastructure on a global and local level. Through our vast network of more than 800,000 employees, we leverage global best practices in communities all over the world. Operating in around more than 80 countries with revenues of $18 billion, we are supported by efficient processes and systems that can only come with scale to help deliver our promise locally: keeping people safe so our communities can thrive. 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.aus.com.
If this opportunity is of interest then we want to hear from you. Please click the “Apply” button to submit your formal application.
