Operator – National Communication Center (CSS) at G4S

G4S is the leading global integrated security company specialising in the provision of security products, services and solutions. The group is active in more than 110 countries, and is the largest employer quoted on the London Stock Exchange with over 623,000 employees and has a secondary stock exchange listing in Copenhagen.

Summary

Reporting to Supervisor – National Communication Center, the Operator shall monitor the Cash Secure Solutions (CSS) business unit fleet to ensure they are operating as pre-planned to meet the customer Service Level Agreement (SLA). The Operator shall ensure effective utilization of all resources, quality service provision and adherence to the Health and Safety Company Policy.

Responsibilities:

• Receive and return phone calls ensuring that the customers are served on time


• Capture all customer complaints, provide a solution and if not possible escalate as per the matrix


• Provide 1st line support to Deposita and One Time Combination locks (OTC) customers forging to solve the issues in the shortest time possible


• Constant monitoring the movement of the Cash in Transit (CIT) fleet and submit daily vehicle movement reports


• Evaluation of the daily planning to ensure that all the customers are served cost effectively as per their Service Level Agreement (SLAs)


• Proper coordination of the adhoc bookings to ensure that service is offered in a timely manner and cost effectively


• Monitor the speed of the vehicles and cautioning the speeding drivers exceeding speed in accordance to the Traffic laws and the companies health and safety policy


• Submit the report on gate to gate timings and late termination reports showing the hours the crew is working within the stipulated hours in the health and safety company policy


• Operating the OTC system by opening and closing the bank vaults/Atms to the users approved in the system


• Monitoring and organizing for service provision to clients with Depositas machines before they are filled to an emergency point


• Adhere the timely accident and incident reporting policy using the correct format as provided by the health and safety company policy


• Coordinate the emergency response agencies in good time for proper rescue


• Attend toolbox talks and sign the attendance diary


• Proper reporting on the phone usage and the e-viper machines


• Proper daily report writing – population of the key performance indicator (KPI) document that is a management Information document

Ideal candidate:

Knowledge and Qualifications

• Relevant tertiary education


• Diploma in Business studies and, or a University Degree in a business related field from a recognized University is an added advantage


• Good organizational and people management skills


• Ability to work in a dynamic operational environment.


• Excellent communication skills and IT skills

Experience

• 2 – 3 years in cash in transit operations


• Experience in communication and Customer service is required

Technical Skills

• Financial Acumen


• Conflict Management


• Microsoft Word – Intermediate level


• Microsoft Excel – Intermediate level (Advance level are advantageous)


• Microsoft PowerPoint – Basic level


• Google suite of products

Behavioral Skills – Support

• Understanding the organizational environment


• Understanding the organization’s goals and objectives


• Dealing with changing circumstances


• Supporting and working with others


• Delivering objectives


• Dealing with complexity


• Acting professionally


• Deliver great customer service

Sharing and co-operating

• Behavioural Skills – Management


• Awareness of the marketing environment


• Delivering performance


• Working with complexity


• Managing professionally


• Customer thinking


• Collaborating and Co-operating

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