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CASH360 Support Team Leader

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Job Reference: G4S/CD/6158
Number of Positions: 1
Job Category: Cash Operations
Contract Type: Full Time
Salary: 26,000-28,000
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 drive the performance of the CASH360 Customer Support Team to achieve excellent telephone support, deliver the highest level of customer satisfaction and minimise our 3rd party costs associated with this.   

Develop our thinking and processes to support our end to end customer solution, including remedies to technical issues and coordination of interventions by both G4S and our 3rd parties.

Manage, motivate and develop the team to provide the best customer support with continuous improvement at its heart.

Key Tasks

Customer Focus

  • Build & drive improvements to the customer experience to ensure expectations are met or exceeded and that the customer is at the heart of everything we do.
  • Ensure delivery of a consistently high level of customer service for all customers by continually reviewing & developing the Support provided.
  • Identify continuous improvement opportunities, seek and implement solutions to common themes and service issues.
  • Managing relationships with internal customers to help improve the overall customer experience. This includes liaison with the CASH360 team, Service Transition, Sales and the Operational teams. 
  • Build effective long term relationships with our customers by demonstrating expertise and commitment. Attend conference calls with customers as may be required from time to time.


  • Leading and coaching a team of 2 FTE which may increase with time.
  • Taking ownership of work streams, understanding the potential impact to internal / external customers. 
  • Communicating findings and developing refined operating processes and procedures.
  • Identifies and acts on opportunities to improve tools, skills, systems, reference material and approaches.
  • Sees development of team (in alignment with business objectives) as high priority.
  • Manages own time, prioritises workload effectively and manages their time to best effect.
  • Understands the HR policies and processes which relate to the management of individuals within the team.  Managing performance and absence in line with Company policy.  Investigating and holding formal reviews where necessary.
  • Knowledge of telephony systems and IT potential with regard to call handling would be useful.


  • Plans and undertakes daily, weekly and monthly routines to assure performance of their team.
  • Actively seek improvement opportunities, implementing change and measuring the success in order to optimise efficiency and effectiveness.
  • Ensures that the team responds to all incoming Cash 360 customer & maximises its productivity in Resolutions per Productive Hour and Productive Day.
  • To achieve high customer satisfaction and establish effective measurement of this metric.
  • To analyse and review relevant management information in order to identify trends, training needs, and issues to ensure appropriate resolutions are followed and improvements are continually made.
  • To ensure that service quality and brand recognition and value are maintained whilst driving performance.

Collaboration & Team Work

  • Works as part of the wider CASH360 team, learning and sharing expertise.
  • Collaboratively works to ensure the overall objectives are achieved.
  • Demonstrates the G4S Values and Cultures.
  • Create a network of stakeholders, to ensure a foundation that supports the development and direction of the department.
  • Stimulate and promote discussion to generate innovative ideas and solutions, ensuring that anything identified is assigned for further exploration.
  • Play a leading role in improving customer satisfaction to underpin sales growth opportunities.

Best People

  • Actively pursue self and team development to build on strengths and develop on weaknesses through personal development plans.
  • Reflects on team culture, behaviours and performance to identify personal strengths and weaknesses as a team leader.
  • Creates the right customer service culture and environment by motivating and continually developing your team to maximise service performance.
  • To ensure that your team act in a coordinated and consistent manner.
  • To implement agreed coaching programme and provide consistent mentoring and support in order to ensure the on-going development against predetermined competencies. 


  • To protect and promote the organisations reputation internally and externally.
  • Treating people fairly, with respect, impartiality and consistency.
  • Maintains professionalism in all situations.
  • Leads by example and is a Role Model for future Team Leaders.
  • Take responsibility for own actions.

The Ideal Candidate:

  • Leadership: The CASH360 team leader is expected to direct and control the focus of others within the CASH360 Support team. Therefore, they must have excellent proven leadership skills and abilities
  • Motivation: The CASH360 team leader is expected to know how to devise effective motivational techniques to improve the performance of their team.
  • Coaching and Mentoring: The CASH360 team leader is expected to be a great tutor and mentor to their team members and build SMART objectives. Be able to evidence previous examples of empowering/developing the team’s productivity.
  • Hardworking: The CASH360 team leader is expected to encourage their team members to work hard and efficiently. Need to lead by the example, developing processes and demonstrating the benefit of conformance and consistency.
  • Goal Setting and Achievement: The CASH360 team leader is expected to set the team goals to achieve. Therefore you must be an achiever too and have experience in implementing plans to help achieve goals set by department.
  • Multitasking: The CASH360 team leader is expected to be able to handle multiple tasks at the same time prioritising focus as required.
  • Performance Management: The CASH360 team leader is expected to have experience of managing people, up-skilling and improving under performance.

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


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