We are looking for someone who has a proven track record in customer service ideally with a demonstrable background in security services within the alarm industry. The ideal candidate will have the confidence and ability to work within an environment that they are happy to troubleshoot and work with field engineers along with an excellent working knowledge of managing spreadsheets and databases.
Please note this role is Monday - Friday, 9am - 5pm. This role can be offered on a hybrid basis once initial training has been completed, to be discussed with the line manager.
Duties
Technical Aspect
1. Providing technical support to all our customers, specifically engineers in order to troubleshoot issues with alarm systems, CCTV, access control systems, personal protection devices and apps.
2. Programming devices, apps and conducting fault diagnostic triaging for a number of monitored systems.
3. A strong understanding is essential of the various IT solutions available to our customers along with the ability to discuss technically and find the best solution for the customer.
4. Programme software inline with the specifications of our customer or contract.
5. Provide technical reporting and have the ability to discuss this with clients.
6. Complete training both remotely and on site for technical solutions offered by the company and continue as the helpdesk support for any issues.
7. Retrieval of media from body worn cameras and on site CCTV systems.
8. Working alongside senior management and G4S IT in respect of new software integrations to include initial testing.
9. Provision and management of sims for use in equipment, to include usage, airtime and billing.
10. The necessary skills to upsell monitoring products to customers.
11. An integral part of any transfer of monitoring from competitors, therefore the ability to read technical documentation and transfer onto G4S platform accurately is essential.
12. Providing engineers with access and training to remote systems offered by the company.
Financial Aspect
1. Must possess excellent numeracy skills and have working knowledge of working credit and billing systems.
2. Preparation and completion of all monthly and adhoc invoicing and reporting.
3. Reconciliation of supplier invoices and preparation for payment.
4. Raising credits and purchase orders.
5. Working alongside the finance manager, management accountant and F&SS senior management in order to present the financial reporting for the Alarm Receiving Centre along with the allocation of money into accounts.
6. Working with the credit control department in order to secure payment by calling, emailing or writing to customers. Review and manage payment arrangements and terms, and request purchase orders.
7. Be able to assist customers confidently with any billing queries.
8. Ordering of equipment and services for customers and provision of their invoicing.
9. Apply for URN’s (Unique Reference Numbers), provided by the various police services - required for the management of accounts within the ARC.
10. Completing the credit checks prior to setting up of a new contract.
11. Setting up new customer contracts, to include all reporting and new aspects of agreed or bespoke billing to include a welcome pack and all associated paperwork.
12. The ability to retain customers to include analysis of pricing by discussing issuing and looking at our competitors market, providing reports for senior management in respect of this.
13. Working along with the Business Development, Strategic Account, the legal and bidding teams in order to generate new business for the company, completing PQQ’s and ITT’s as they arise, being able to comprehensively write a response.
Training and Support Aspect
1. Confidently build relationships with working groups so that training groups can be provided both on and off site, either remotely or via classroom for the training of services and technical solutions offered by G4S.
Customer Support Aspect
1. Building, maintaining and developing good working relationships with Customers, Colleagues, Management, Suppliers, and relevant third parties.
2. To assist the Customer Support Manager in overseeing all aspects of the customer support department and its processes for all Monitoring Services (MS) business streams.
3. To provide customer service and administrative support for the various services delivered by Monitoring Services.
4. To provide secretarial and administrative support to the Senior Management Team.
5. To liaise and work in partnership with other teams to ensure an effective delivery of all services at all times.
6. To deal with and take ownership of enquiries from Customers, ensuring excellent customer care and passing on to/liaising with the appropriate person if required.
7. To act as the first point of contact for any complaints, ensuring that they are handled in a timely manner and fully investigated and reported back to the customer and client, working closely with third parties and management across the business.
8. Set up, review and management of Customer Accounts (inc. but not limited to: contracts, account/site creation, billing & invoicing, site details, record edits, cancellations and reports).
9. Identifying, managing and coordinating bulk transfers of connections, equipment and services requirements & associated ordering.
10. To update databases with information about services as requested by Senior Management.
11. To provide monthly KPI’s and summary reports/reviews for the different services.
12. Audits: Complete adhoc service audits, collate all information for audit reports. To assist in evaluations and audits of the service when appropriate.
13. Attend and actively participate in regular Monitoring Services and cross departmental meetings.
14. Assist in evaluations and audits of the Services provided when appropriate.
15. To train staff in customer support processes, when required to new members of staff.
16. Develop and establish Customer relations and encourage sales retention, including identifying and acting on sales leads.
17. Ensure G4S Policies are adhered to.
18. Ensure compliance with all relevant standards within the security industry.
OTHER DUTIES
Any other duties as required by the Company.
GENERAL RESPONSIBILITIES
1. The post holder is expected to show courtesy and respect towards colleagues, service users and members of the public with whom they come into contact at all times.
2. Managing time and prioritising workload effectively.
3. The post holder is expected to consistently demonstrate a high level of accuracy, attention to detail and staff are expected to demonstrate their commitment to G4S Monitoring Services by their regular attendance and the completion of tasks allocated to them.
4. All staff must comply with G4S no smoking policy on G4S premises.
5. All duties are carried out in compliance with G4S’s Health & Safety Policy, other company policies and Statutory requirements.
6. G4S is an equal opportunities employer. The post holder is expected to adhere to G4S’s Equal Opportunities Policy throughout the course of employment.
7. To ensure the on-going confidence of the public in the staff of G4S, all staff must ensure they maintain the high standards of personal accountability required in the role.
This job description is not intended to be either restrictive or definitive. It is important to note that the responsibilities of the post may change to meet the evolving needs of the services that the Company provides. No job description can cover every issue which may arise within the post and the post holder is expected to carry out other duties from time to time which are broadly consistent with those in this document.
ESSENTIAL CRITERIA - Candidates MUST possess
1. A CCTV SIA is required for this role if applicants don’t possess a licence, they must be prepared to undergo a 4 day training course to obtain one.
2. Strong numeracy and literacy skills, these may be subject to testing as part of the interview process.
3. A proven technical experience gained from either the alarm industry or equivalent.
4. Minimum of 5 GCSEs including English and Maths at grade C or above (or equivalent).
5. Excellent administration skills with a proven record in a business administration or technical services environment.
6. Comprehensive IT skills including ability to use all Office / Google workspace applications such as spreadsheets and formulas are essential.
7. Must be comfortable working with and discussing technical solutions offered by the business.
8. Ability to work independently with a methodical approach in a highly demanding environment.
9. Ability to operate in a professional and confidential manner at all times.
10. Excellent communication skills, both written and verbal.
11. Self motivated and able to work on their own initiative.
12. Strong organisational and time management skills.
13. Demonstrable evidence of being methodical and process driven.
You will need to complete the following application form and one of our Recruiters will be in touch to discuss the next steps. Our recruitment and selection process will include an interview and screening to BS7858 standards.
Given the nature of the industry, we do need to ask some questions for security and compliance purposes, but don’t worry - you will only need to complete them once.
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