Customer Success Co-Ordinator

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 Customer Success Co-Ordinator 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 pride in handling Portal requests and queries, ensuring every issue is resolved successfully with the utmost accuracy.
• Foster effective communication with internal stakeholders, ensuring that all Portal developments and processes are clear and well-understood.
• Build strong, professional relationships by collaborating with various departments, including senior management, to enhance collective success.
• Manage your workload efficiently, embracing the challenge of handling multiple tasks within customers\’ reporting SLAs.
• Lead the management of queries through our portals, demonstrating dedication and commitment.
• Consistently meet and exceed established targets in productivity and quality.
• Maintain the operational excellence of the Portals while identifying and onboarding potential customers.
• Embrace new project tasks assigned by the manager with enthusiasm and adaptability.
• Compile and verify the accuracy of daily departmental reports for internal stakeholders and customers before publication.
• Be the go-to contact for queries regarding Vista, Zing, and the FI Portals, as well as future portals within customer services.
• Engage customers through calls and demonstrations, inspiring them to onboard and maximise their utilisation of all G4S portals.
• Partner closely with the IT department to ensure swift resolution of customer issues.
• Resolve portal-related issues swiftly, reinforcing our commitment to customer satisfaction.
• Serve as a reliable escalation point for Account Managers facing urgent queries and for customer portal inquiries.
• Actively monitor workload in each queue/inbox, ensuring that team KPIs are met with diligence.
• Lead the creation and implementation of innovative ways of working as part of our continuous improvement journey.
• Log, review, update, and close all complaints, adhering to G4S internal policies and timelines.
• Take full ownership and accountability for all complaints-oral, written, or emailed-ensuring they are resolved with speed and integrity.
• Cultivate professional relationships with internal and external customers, including senior management, to effectively address complaints.
• Prepare and issue clear and timely written acknowledgments and communications regarding all complaints to customers.
• Respond proactively to inquiries from employees regarding complaints, demonstrating commitment and support.
• Identify and champion both short-term and long-term prevention strategies following the resolution of complaints.
• Manage the daily operations of the complaints queue with authority and efficiency.
• Provide an inspiring high-quality customer service experience to all customers in relation to their complaints.
• Diligently follow all G4S office procedures, exemplifying our commitment to excellence.
• Embrace any additional duties as required by G4S, including data analysis and recommendations, contributing to our shared success.

Key Competencies:

• A mindset oriented towards continual improvement is imperative, consistently striving to enhance existing processes and procedures. This involves engaging with Process
• Mapping, developing Standard Operating Procedures (SOPs), refining data-driven reports, and implementing innovative processes throughout the organization.
• Providing support to colleagues and being available to cover tasks when necessary is essential. An eagerness to acquire new skills while effectively working both independently and collaboratively ensures that all assigned responsibilities are executed to a high standard.
• A proactive approach is required, and a willingness to collaborate across various divisions of the business. Flexibility in work approach is important, as tasks may be diverse and subject to change; thus, the ability to manage variable and ambiguous processes is crucial.
• The capacity to operate using one\’s initiative and to perform effectively under pressure is vital.
• Exceptional attention to detail and accuracy are required.
• Proficiency in IT is necessary, including a solid working knowledge of Microsoft Word, Excel, and Google products; comfort with complex formulas and data-intensive spreadsheets is expected.
• Relevant work experience or qualifications in continuous improvement or data management are advantageous, as are proficient problem-solving abilities.
• Dependability and punctuality are essential attributes.
• A foundational understanding of the General Data Protection Regulation (GDPR), and data security protocols is of utmost importance. The ability to prioritise and systematically organise personal workload to meet deadlines is crucial.
• Adaptability to work efficiently under pressure and without direct supervision is required.
• Effective communication skills across various channels to both internal and external stakeholders.
• Professional literacy skills are vital for constructing accurate and effective responses to complaints, including letters, emails, and reports.
• Must be a collaborative team player, capable of working alongside relevant departments when necessary.

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