Customer Service Manager at G4S

Main Purpose of the Appointment:

• To ensure the smooth running of daily operations within the designated area of business, providing a professional security service that consistently meets customer requirements.

Key Responsibilities and Functions:

Financial & Commercial Management:

• Manage contract profitability, including cost-saving initiatives, gross margin, wage, and overhead control.
• Drive revenue growth by achieving annual escalations and minimizing credit notes.
• Manage contract cash flow, invoicing accuracy, and payment collection.
• Identify new business opportunities and promote integrated security solutions.

Operational Leadership & Staff Management:

• Oversee day-to-day site operations, ensuring efficient labour management (rostering, shift patterns, overtime, leave).
• Authorize timesheets and allowances.
• Manage staff turnover, allocation, and ensure appropriate staffing levels to minimize short postings and absenteeism.
• Ensure all security personnel are appropriately trained, PSIRA registered, and comply with site instructions.
• Conduct performance assessments, maintain staff motivation, and enforce company code of conduct and disciplinary procedures.
• Drive staff development, succession planning, and employment equity.

Client Relationship & Service Delivery:

• Maintain high customer service levels and ensure client retention.
• Conduct regular site visits (including after-hours) and monthly site meetings with recorded minutes.
• Address and resolve customer complaints promptly (within 2 working days).
• Ensure site procedures, instructions, and post descriptions are up-to-date, approved by clients, and adhered to.
• Facilitate monthly customer service assessments.

Quality, Compliance & Risk Management:

• Ensure adherence to quality standards (ISO 9001:2015), including proper documentation, registers, and files.
• Conduct regular quality audits, health & safety, and security risk assessments.
• Implement corrective action plans for non-conformances.
• Analyze patrol system reports and address deviations.

Training & Development:

• Conduct staff development analysis and maintain an annual training matrix.
• Provide monthly training, knowledge tests, and annual inductions for officers.
• Conduct on-the-job training and job observations with feedback and corrective actions.

Asset Management:

• Oversee the maintenance, proper handling, and safeguarding of company and client assets, including daily equipment and vehicle checks.
• Ensure immediate repair of defects and regular inventory updates.

Health & Safety (HSSEC):

• Implement and integrate HSSEC strategy and culture.
• Drive health and safety awareness, compliance, and discipline among the operational team.
• Monitor and reduce incidents, oversee investigations, and conduct awareness training.
• Participate in safety forums and ensure reporting of all incidents.

Incident & Discipline Management:

• Attend to all incidents on sites, regardless of time or day.
• Ensure timely reporting of incidents (telephonically, electronic, preliminary, and final reports).
• Manage and conduct disciplinary hearings, appeals, and grievances in line with company policy, ensuring progressive disciplinary action.

Reporting:

• Complete and submit all required monthly and weekly reports to relevant managers, departments, and customers within agreed deadlines.