Job Description

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
To ensure excellent customer support for all CASH360 customers through both reacting to live issues reported by the customer themselves and also proactively monitoring and resolving issues to assure maximum solution availability and best customer experience. The role is shift based to cover the Monday to Sunday helpdesk operation. The core hours for shifts for this role will be Monday - Sunday 8am - 5pm although occasional coverage for Monday to Friday Evening Hours (5pm - 9pm) may be required.
Key Tasks & Responsibilities

• To receive incoming calls / emails from Cash 360 customers and takes ownership of issues raised
• Assess the details provided by the customer to inform them of the corrective action and assignment required
• To actively manage and Triage incoming work and decide and direct the calls to the appropriate resolution source at G4S, our outsourced engineering partner or assist the customer to "fix on phone"
• Undertake regular reviews of all issues pending and consider all outstanding actions necessary to speed issue resolution
• Ensures the customer is kept informed of any extended issues that will impact the service they experience
• Refers to data available to undertake proactive calls to ensure system availability (daily report of all devices connected)
• Refers to data available to undertake proactive calls to ensure cash processing integrity (daily reports on cash collected and processed)
• Captures details of any data access and reconciliation issues and works through these to provide a satisfactory customer response
• Investigate discrepancies raised by external and internal customers by liaising with relevant teams & post findings to avoid recurrences
• Reviews issues arising that can be passed to a G4S branch or G4S Cash Centre to action through to a resolution
• Liaises with our engineering partners to review new calls, update call details and open or close calls as may be necessary
• Contacts customers to qualify issues raised and offers by phone support wherever this is possible (refer to SOP's)
• Works with subject matter experts to understand symptoms and consider best actions to bring a quick resolution
• Focus on remote telephone support and user guidance to minimise customer disruption and ensure the best customer experience
• Communicates between customers, branches and any internal departments to resolve service issues
• Maintains regular contact with Sales & Service Transition teams to ensure visibility and support on-boarding of new customers
• Takes a pro-active approach where possible to the communication of issues to customers and branches
• Highlights common issues and themes and considers how we best avoid and react to full machines
• Provides support to other team members and fulfils any reasonable management request

Person Specification

• Keen to learn and understand technical issues
• Logical thinker and problem solver
• Customer focused
• Flexible in approach
• Great telephone manner with customers
• Able to work using own initiative
• A good team player
• Ability to communicate at all levels
• Good attention to detail

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).

#LI-MH1
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.