JOB INTRODUCTION:

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 be integral to the effectiveness and success of G4S. 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 youâ„¢. For more information, please visit www.aus.com.

ROLE RESPONSIBILITY:

Join G4S as a CSC Process and Project Manager working remotely and you will become part of a well-trained, tight knit team providing an essential, cash transportation service to the local community.  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. As a G4S Customer Service Executive you will be at the very heart of our operation.

Your primary responsibility will be to support the on-going maintenance and improvement of the Customer Service Department within G4S Cash Solutions especially as the department and wider business develops and implements new tools, systems and processes to optimise the allocation of work and the deployment of staff based on projected work-flows, utilisation and skill level.

THE IDEAL CANDIDATE:

Principal Accountabilities for this role include:

• Play a leading role in the Contact Centre to ensure that the Operational and Customer Service departments are working together to improve the customer experience, and maintain strong relationships with branches.
• Own the CSC manual/process documents – Updating the manual when new procedures are implemented
• Continuing to review processes within CSC and challenging/reviewing new processes and current as and when the business adapts and changes occur.
• Improving the customer experience through the systems and communication they receive as well as liaising with all departments to understand requirements that affect the customer journey.
• Attending workshops/meetings that are held with the business around process improvements and where necessary, assist other departments with process mapping and reviews especially when they intersect with customer services.
• Assist the Team Leaders, CSC Trainer and other relevant stakeholders with the development/maintenance of long term training/coaching strategies and resources.
• Managing all internal CSC projects as well as assisting on business wide projects ensuring project success from conception to final implementation.
• Defining project-solving procedures to be used and facilitating the successful delivery of work streams or smaller projects.
• Assuming responsibility and playing an active role in further developing the department, researching issues and developing best practices and methods
• Leading and executing high impact strategic initiatives to re-organisation/restructuring measures and end-to-end process optimisation.
• Along with the wider team, evaluate, manage and develop the customer services department using KPI’s and other metrics to measure and improve performance, efficiency, productivity, quality and profitability.
• Supporting the customer service centre manager and team leaders where needed with admin, escalations, meetings, recruitment and screening.
• Manage high level escalations / complaints for CSC, looking at route causes, which would result in highlighting training needs or failures in a current process.
• Work with the Head of Department to report on the financials, budgets and statistic packs on a Monthly, Quarterly and Yearly basis.
• Demonstrate a high level of customer satisfaction from attention to customer needs and a high level of responsiveness – lead by example.
• Managing the Project Support team within CSC, setting achievable targets and monitoring progress through coaching, 121’s and team meetings.
• Prioritise the development of the Project Support team (in alignment with business objectives) by actively stimulating and promoting discussion to generate innovative ideas and solutions, ensuring that anything identified is assigned for further exploration.

Desirable skills and knowledge for this role include:

• Extensive experience in process implementation in a customer service function.
• Excellent interpersonal skills, with an ability to communicate, influence and negotiate effectively at management level.
• Demonstrable management experience and an understanding of conflict management skills.
• Work to deadlines and manage key reporting timelines with the agility to work at the highest level of quality under time pressure.
• First-rate communication, organisational skills and attention to detail with the ability to prioritise, use initiative and manage a number of projects simultaneously.
• Strong analytical and numerical skills with good financial awareness and understanding of analysing and managing large-scale customer data.
• Excellent client and service focus, as well as absolute confidence in working with stakeholders from the top levels of the wider business.
• High level of personal initiative and individual working as well as the ability to work within in a team and develop colleagues.

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.

We’ll provide all the training and support to help you progress as a key member of a world-class team. And in addition to a culture that believes in promoting from within, we offer up to five weeks’ paid holiday, pension scheme, life assurance and We Care: 24/7 access to online GP, mental health support and virtual well-being.

This role will be subject to a medical review, which may include a medical assessment with an occupational health practitioner.

If this opportunity is of interest then we want to hear from you. Please click the “Apply Now” button to submit your formal application.