The position requires operational experience in guarding services, specialized operational techniques, specialized risk assessments, solutions design, and integrations with electronic and specialized services, as well as previous experience in the provision of security services to cash centre environments. This position also enhances customers relationships and experience with Bidvest Protea Coin (BPC). Manage and take ownership of the operations. Ongoing input on innovation to enhance the customers workflow to improve information collection and analysis. Close the loop on customer complaints. Actively participate in the customer experience project as a contributing team member. Immediate and urgent reaction to telephonic management detailing departments automated and trends. Key responsibilities Urgent reaction to email, telephone, or social media complaints by reporting to the correct person, manager, or department for urgent resolution and ensuring customer satisfaction. Provide ongoing Security advice to individual clients nationally Ensuring client expectations and service deliverables are communicated and measured across all regions Providing daily, weekly, monthly and quarterly automated reports to management Serve as point of contact between the clients National operations and BPC Branches Maintenance of the ISO 9001 quality system through conducting of Quality Assurance Audit Conducting Threat and Risk assessments and ensuring the collating national results Expérience Client liaison and Professional client Relationship Project Management Effectively dealing with and managing client complaints Ensure that contractual requirements are met at all times Ensure compliance to the Companys disciplinary code Incident and investigation management ensuring incidents and feedbacks is timeously provided to the client Ensuring that all companies SOPs are followed Ensure training takes place as and when required Demonstrate extensive knowledge of good security practice, covering the physical and logical aspects of information products, systems, integrity, and confidentiality Preferred qualifications/attributes/skills: Grade 12 (Matric) qualification PSIRA certification- Grade B/A Firearm competency (handgun/long gun) Relevant experience in a managerial or similar position knowledge of methods and techniques of risk management, business impact analysis and counter measures knowledge of tools or systems which provides access security control Operational experience in the armed protection of assets through tactical operations Must have confidence in dealing with the public Excellent written & verbal communication skills Advanced Computer literacy and knowledge of MS office The ability to communicate and present to all levels and work under pressure Drivers licence and own reliable transport Requires strong problem solving and troubleshooting skills. Ensuring a closed loop on all complaints/ queries received via a variety of channels (surveys, telephone, email, social media etc.) Ability to assertively deal with customer complaints General/ Technical skills / Professional Qualifications Information Management experience as an advantage IT skills as an advantage Knowledge of BPC products and Services is essential Previous ,military, police or correctional services tactical operations would be beneficial Knowledge of Security technology and application