Customer Service Manager at G4S

Job Introduction

Reporting to the Regional Operations Manager, the Customer Service Manager will be responsible for effective and efficient management of resources and work processes that will ensure that all the contractual obligations to customer is achieved in a cost effective manner within the company prescribed procedures and standards.

Role Responsibility

• Effective Management of the contract financial performance
• Drive revenue growth by Identifying new business opportunities in the sphere of operations through an integrated security solutions approach
• Ensure Organic growth through price increases
• Demonstrate a thorough understanding of the competitor environment faced by the branch
• Gross Margin Management
• Implement cost saving controls
• Ensure Labour efficiency controls e.g optimal establishment, overtime control, proper billing by confirming the accuracy of the A-Register
• Ensure Overhead controls according to set targets
• Achieve Price Increases and contract profitability according to set targets
• Achieve existing revenue growth
• Assist debt management i.e enforcing the credit policy
• Efficient and effective operations management
• Coordinate the provision of contractual and ad hoc security services to ensure that they are executed profitably and in compliance to standardized business practices
• Ensure that resources are optimally deployed
• Locate areas of improvement in the operations, eliminate waste and propose corrective actions that meet challenges and leverage growth opportunities
• Reduce/ Eliminate incidents and customer claims by carrying out pre deployment and continuous risk assessments
• Ensure that operators within the contract are properly equipped to handle assignments e.g JDs, training, resources
• Ensure maintenance of customer service levels
• Make regular liaison and scheduled meetings with the customer
• Address customer requests and complaints promptly
• Reduce/ Eliminate incidents and customer claims by carrying out pre-deployment and continuous risk assessments
• Ensure that all assignments in the branch have post instructions and emergency procedures
• Properly investigate incidents and recommend preventive measures
• Ensure that assignments within the contract are properly supervised
• Ensure that the staff deployed within the branch are properly trained and equipped to undertake assignments
• Effective People Management
• Ensure Health & Safety at work

The Ideal Candidate

Knowledge and Qualifications

• A degree in Business Management or any other relevant qualification
• Kenya market,
• Kenya legislation

Experience

Five years in operations dealing with people

Technical Skills

• Financial acumen
• Conflict Management
• Negotiation
• Microsoft Word – Intermediate level
• Microsoft Excel – Intermediate level (Advance level are advantageous)
• Microsoft PowerPoint – Basic level
• Google suite of products

Behavioral Skills – Management

• Awareness of the marketing environment
• Delivering strategy
• Driving change
• Leading people
• Delivering performance
• Working with complexity
• Managing professionally
• Customer thinking
• Collaborating and Co-operating