Customer Experience Officer at G4S

Key Responsibilities

• Review the quality of provision delivered by both G4S and the Supply Chain for the contract using a range of sources - management information, structured observations, interviews and discussions with delivery staff and programme participants. Agree a structured programme of reviews with the Line Manager.
• Ensure that all contractual measures are achieved within the set timescales.
• Review and assess delivery and system content to ensure that it meets the requirements of the contract.
• Collate and analyse customer feedback to support delivery and performance improvement.
• Work with colleagues to identify gaps or areas for improvement.
• Using suitable improvement methodologies (DMAIC / Lean / 6-Sigma / Plan, do, review), develop proposals and plans to achieve improvements in performance and in customer experience.
• Support the achievement of improvements through a range of methods - providing feedback and coaching to employees and delivery staff; rolling out agreed process or system improvements; providing input to internal and external communications.

Essential Criteria
The Ideal Candidate:

• Experience in a quality/continuous improvement role.
• Strong customer service skills
• Industry experience would be advantageous.
• Exceptional written and oral communication
• Good organisational skills - ability to plan, organise and prioritise workload in line with strict deadlines.
• A proven ability to adapt to change and strive for continuous development.

Benefits

• Company pension scheme with employer contributions
• G4S Life Assurance Scheme
• Free eye-tests/discounts for VDU users
• Subsidised healthcare plan
• Charity work- Match-IT and Payroll Giving
• Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )
• Refer A Friend Scheme
• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers