Job Description

SENIOR CUSTOMER SERVICE ASSISTANT

Salary: 30,501.59 per annum

Working Hours: Permanent, Full Time, 40 hours per week, Monday to Friday

Location: Cheltenham, Gloucestershire

Excellent benefits 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.

You will be valued and supported, and provided with first class training and competitive benefits.

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 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.


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