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CASH360 Support Operative

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Job Reference: G4S/CD/6157
Number of Positions: 2
Job Category: Cash Operations
Contract Type: Full Time
Salary: 20,000 - 22,000
Location: Sutton
G4S Region: UK & Ireland
Country:United Kingdom

G4S Business Unit:
Closing Date: 12/07/2018
Package Description: Annual Leave, Pension, Life Assurance, Health Checks, Childcare Vouchers

Job Introduction:

G4S is the largest secure solutions company in the world, the second largest private employer on the London Stock Exchange and one of Britain’s top Employers. Our Cash Management Solutions business has expertise in cash and valuables transportation, cash processing, ATM and cash centre outsourcing, secure storage and retrieval.

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.

Role Responsibility:

To ensure excellent customer support for all CASH360 customers through both reacting to live issues reported by the customer themselves  and also proactively monitoring and resolving issues to assure maximum solution availability and best customer experience.

Key Tasks and Responsibilities

  • To receive all incoming calls from Cash 360 customers
  • Takes ownership of CASH360 customer raised issues
  • Assess the details provided by the customer to inform them the corrective action and assignment required
  • To actively manage and Triage incoming work and decide and direct the calls to the appropriate resolution source at G4S, our outsourced engineering partner or assist the customer to “fix on phone”
  • Undertake regular reviews of all issues pending and consider all outstanding actions necessary to speed issue resolution
  • Ensures the customer is kept informed of any extended issues that will impact the service they experience
  • Refers to data available to undertake proactive calls to ensure system availability (daily report of all devices connected)
  • Refers to data available to undertake proactive calls to ensure cash processing integrity (daily reports on cash collected and processed)
  • Captures details of any data access and reconciliation issues and works through these to provide a satisfactory customer response
  • Reviews issues arising that can be passed to a G4S branch or G4S Cash Centre to action through to a resolution
  • Liaises with our engineering partners to review new calls, update call details and open or close calls as may be necessary
  • Contacts customers to qualify issues raised and offers by phone support wherever this is possible (refer to SOP’s)
  • Works with subject matter experts to understand symptoms and consider best actions to bring a quick resolution
  • Focus on remote telephone support and user guidance to minimise customer disruption and ensure the best customer experience
  • Communicates between customers, branches and any internal departments to resolve all service issues reported
  • Maintains regular contact with Sales & Service Transition teams to ensure visibility of new customers and best support these
  • Takes a pro-active approach where possible to the communication of issues to customers and branches
  • Highlights common issues and themes and considers how we best avoid and react to full machines
  • Provides support to other team members and fulfils any reasonable management request

The Ideal Candidate:

  • Keen to learn and understand technical issues
  • Logical thinker and problem solver
  • Customer focused 
  • Flexible in approach
  • Great telephone manner with customers
  • Able to work using own initiative
  • A good Team player
  • Good understanding of G4S end to end processes
  • Takes ownership of issues, seeing them through to final resolution
  • Ability to communicate at all levels
  • Good attention to detail

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Please Note: The application deadline for this job has now passed.


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