Customer Service Manager

Customer Service Manager

The Customer Services Manager (CSM) is the senior operational lead and primary point of contact for the G4S protection contract at Coventry University.

This pivotal role is responsible for ensuring the seamless delivery of high-quality protection and customer services across the University estate.

The CSM leads the management team—including the Shift/Duty Managers and the Training and Quality Manager (TQM)—to guarantee that all contractual obligations, Key Performance Indicators (KPIs), and Service Level Agreements (SLAs) are not only met, but consistently exceeded. You will act as the key liaison between G4S and the University's senior management, championing a culture of excellence, safety, and continuous improvement.

Contract Information;

£49,852 per annum

Hours 08.00- 18.00 Monday to Friday 

KEY RESPONSIBILITIES

Strategic Leadership & Stakeholder Management

• Act as the primary interface and strategic partner to the University's Head of Protection Services and other senior stakeholders.
• Lead regular service review meetings, providing detailed summary and progress reports to the University senior management team. 
• Drive strategic initiatives to enhance the overall protection provision and customer experience on campus.
• Ensure strict adherence to, and strategic oversight of, all Coventry University Procedural documents.

Contract & Operational Oversight

• Maintain overall responsibility for the operational delivery of the protection contract across all shifts and locations.
• Monitor and analyze incident report data, service performance audits, and operational metrics to identify trends and implement proactive service improvements.
• Oversee the resolution of high-level escalations, complaints, and critical incidents efficiently and professionally.  
• Ensure all Health and Safety, compliance, and regulatory requirements are maintained at the highest standard.

Team Management & Development

• Directly manage, mentor, and develop the operational management team, including the Shift/Duty Managers and the TQM.
• Collaborate with the TQM and Strategic Account Manager (SAM) in the identification of training needs and the development of the outsourced Protection services.
• Foster a team culture that places customer service, student welfare, and university community safety at the forefront of all activities.
• Ensure effective absence and performance management strategies are in place across the contract.

ESSENTIAL QUALIFICATIONS & EXPERIENCE

• Industry Licensing: Valid SIA License (Security Guarding or Door Supervision) is essential.
• Management Experience: Extensive experience in senior security management, contract management, or a similar high-level operational role within a complex, customer-facing environment (Higher Education sector experience is highly desirable).
• Stakeholder Engagement: Proven track record of managing high-level client relationships and delivering complex service contracts to strict SLAs and KPIs.
• Leadership: Strong leadership skills with the ability to manage large, diverse teams across a 24/7/365 operation.
• Health & Safety: IOSH Managing Safely or equivalent Health & Safety qualification 

You will just 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.

In 2021, G4S, a London-based global security company, was acquired by Allied Universal®, a leading security and facility services company that provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions. This acquisition expanded Allied Universal’s footprint and infrastructure on a global and local level. Through a global workforce of approximately 800,000 people*, we leverage best practices in communities all over the world. With revenue of approximately $20 billion, we have the resources to deploy efficient processes and systems to help deliver our promise locally: keeping people safe so our communities can thrive. In Europe, we have an extensive network of offices and more than 46,500 employees to support our local communities and customers.  We believe there is no greater purpose than serving and safeguarding customers, communities and people in today’s world. Allied Universal is There for you™. For more information, please visit www.g4s.com or www.aus.com.

*Total workforce includes employees and subcontractors