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  • Customer Service Manager at G4S Kenya

  • Posted on: 14 February, 2019 Deadline: Not Specified
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  • G4S is the leading global integrated security company specializing 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. We specialize in outsourced business processes and facilities in sectors where security and safety risks are considered a strategic threat.

    Customer Service Manager


    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


    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

    Method of Application

    Interested and qualified? Go to G4S career website on careers.g4s.com to apply

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