Business Support Executive

Belfast, Northern Ireland, United Kingdom

1/7/2025

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 on site training has been completed.

Duties

Technical Aspect

Role

The ideal candidate will have or be able to demonstrate the willingness to learn a new skill set for the role:

• 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.
• Ability to programme devices, apps and conduct fault diagnostics, triaging for a number of monitored systems.
• 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 as technology evolves.
• Programme software inline with the specifications of our customer or contract.
• Provide technical reporting and have the ability to discuss this with clients.
• Complete training both remotely and on site for technical solutions offered by the company and continue as the helpdesk support for any issues.
• Retrieval of media from body worn cameras and on site CCTV systems.
• 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.
• Providing engineers with access and training to remote systems offered by the company.
  
  
  

Customer Support Aspect

• Building, maintaining and developing good working relationships with Customers, Colleagues, Management, Suppliers, and relevant third parties.
• To assist the Head of Business Support in overseeing all aspects of the business support department and its processes for all Monitoring Services (MS) business streams
• To provide customer service and administrative support for the various services delivered by Monitoring Services
• To provide secretarial and administrative support to the Senior Management Team.
• To liaise and work in partnership with other teams to ensure an effective delivery of all services at all times
• 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.
• 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.
• 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).
• Identifying, managing and coordinating bulk transfers of connections, equipment and services requirements & associated ordering
• To update databases with information about services as requested by Senior Management
• Attend and actively participate in regular Monitoring Services and cross departmental meetings
• Assist in evaluations and audits of the Services provided when appropriate
• To train staff in business support processes, when required to new members of staff.
• Develop and establish Customer relations and encourage sales retention, including identifying and acting on sales leads
  
  
  

Other Duties

• All duties are carried out in compliance with G4S’s Health & Safety Policy, other company policies and Statutory requirements.
• G4S is an equal opportunities employer. The post holder is expected to adhere to G4S’s Equal Opportunities Policy throughout the course of employment.
• 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.
• Any other duties as required by the Company.
  
  
  

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

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.

• Excellent administration skills with a proven record in a business administration or technical services environment
• Must be comfortable working with and discussing technical solutions offered by the business
• Ability to work independently with a methodical approach in a highly demanding environment
• Excellent communication skills, both written and verbal
• Self motivated and able to work on their own initiative
  
  
  

Benefits

• Salary up to £26,000 (DOE)
• Great pension.
• 25 days holiday plus bank holidays.
• Life assurance scheme.
• Extensive training.
• Perks at work scheme.
• Career progression.
• Working with market leading system
  
  
  

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.

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