Assistant Customer Support Manager

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Assistant Customer Support Manager

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Assistant Customer Support Manager

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SercoGet AI-powered advice on this job and more exclusive features.Forth Valley Royal Hospital, Larbert, FK5 4EB

Full time – 37 hours per week. Monday – Friday, occasional weekend.

Agenda for Change – Band 5. Salary - £33,247.00 - £41,424.00 depending on experience, plus Serco benefits

Main Purpose

A key member of the Customer Support Team, working closely with the Customer Support Manager ensuring needs are met within the contractual framework on all aspects of the housekeeping and domestic services. The main responsibilities include, Customer relationship building, management of customer expectations, problem solving and dispute resolution at all levels is pivotal in this role. The Assistant Customer Support Manager will provide feedback to the Customer Support Team in relation to their performance and service levels. Diplomacy and negotiation skills are essential in carrying out this aspect of the role.Assistant Customer Support Manager

Forth Valley Royal Hospital, Larbert, FK5 4EB

Full time – 37 hours per week. Monday – Friday, occasional weekend.

Agenda for Change – Band 5. Salary - £33,247.00 - £41,424.00 depending on experience, plus Serco benefits

Main Purpose

A key member of the Customer Support Team, working closely with the Customer Support Manager ensuring needs are met within the contractual framework on all aspects of the housekeeping and domestic services. The main responsibilities include, Customer relationship building, management of customer expectations, problem solving and dispute resolution at all levels is pivotal in this role. The Assistant Customer Support Manager will provide feedback to the Customer Support Team in relation to their performance and service levels. Diplomacy and negotiation skills are essential in carrying out this aspect of the role.

As a member of the Extended Leadership Team, there is a responsibility for the strategic planning and delivery of the domestic and housekeeping services to the agreed standard reporting back to the Leadership Team as appropriate.

The Assistant Customer Support Manager will support the Customer Support Manager in managing the departmental budget.

Provide cover for the Customer Support Manager where necessary.

Main Accountabilities

Will manage all aspects of the housekeeping and domestic servicesBe expected to handle and diffuse difficult situations often at very senior levels involving personnel from within and out with the organisationSupport the Customer Support Manager when instructing remedial work and solutions in response to situations.Support in the strategic planning and delivery of domestic and housekeeping services to the departments to the agreed standard.Responsibilities include the development and promotion of integrated working styles in line with the service delivery philosophy. The Assistant Customer Support Manager, with the Customer Support Manager, will be solely responsible for the day to day operational services and the formation of policies and procedures ensuring high quality service delivery.Management of a large group of staff and Team Leaders that will require the implementation of the full range of human resources policies and proceduresSupport the Customer Support Manager in managing the departmental budget.Will manage a variety of complex service issues making autonomous decisions in order to find practical solutionsWill often be required to handle more than one complex issue or project at any given time requiring the use of judgement and decision makingWill be accountable for and will manage the interpretation, analysis and resolution of performance management issuesMonitor key performance indicators, develop and agree improvement plans within an agreed timescale where these fall below set standards.Liaising with customers and senior managers of the Board and external parties to ensure the agreed level of service is being delivered to the standards requiredInvestigating client complaints, implementing action plans, monitoring improvements and providing comprehensive written reportsResponsible for the Domestic Services and Housekeeping operations within the hospital, to ensure contract service compliance in accordance with efficient and effective service delivery and national guidelinesEnsuring all staff are trained to the required standard to carry out their duties.Establishing and reviewing working procedures within each area to ensure the requirements of all relevant legislation are fully metResponsible for service development within their area.Assisting in the purchase and procurement of materials and supplies and ensuring that the cost, quality and wastage of products and materials are monitored on a regular basis. Accountable for the income and expenditure levels of the departmentReviewing and amending annual service and personal objectivesAssisting with analysing data on service delivery and performanceEstablish and review working procedures within each area to ensure the requirements of the Health and Safety at Work Regulations and Food Hygiene Regulations are adhered toAuthorisation of payroll dataAssisting in the review, analysis and authorising when ordering new equipmentManage the full range of human resources management issues as appropriate including absence, performance, initial investigation and first line disciplinary processes, recruitment and selection and personal and professional development of staffInvestigating and assessing serious disciplinary cases.Responsible for ensuring that all staff are inducted, trained and have annual appraisals completed. Ensure that all personnel within their department have PDP’sWork flexibly to meet the needs of the serviceProvide cover for the Customer Support Manager where necessary.Support the recruitment and selection processes

What You Will Need For The Role

Educated to a Diploma, working towards Degree Level [or equivalent experience]British Institute of Domestic Science Trainer and Assessor CertificateNVQ Level 2 in relevant Health and Safety subjectMinimum of Intermediate Certificate in Food HygieneBasic Certificate in Health and Safety NVQ Level 2 in supervisory management.Experience in customer care development through significant experience working within a large public sector organisation ideally the care environmentThe previous management of a large team of staff including a responsibility for absence, performance, recruitment and performance etc or having a regular involvement at a supervisory levelKnowledge of the safe use of equipment and systems following guideline of HACCPPractical experience of conducting quality audits to monitor client/ customer satisfaction

The accumulation of the above will require several years experience at a middle management level to achieve and will have include a significant responsibility and authority to manage a service autonomously

IT literate – Microsoft OfficeKnowledge of fire safety regulationsKnowledge of lifting and handling procedures

What We Offer

27 days annual leave plus bank holidays.A range of benefits to support the health and wellbeing of you and your familysuch as Employee Assistance Programme, Simply Health Plans,and more.Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.Company discounts which include cinema, merlin entertainment and online shoppingand discounts on mobile phone plans and leisure centre memberships.Interesting and enjoyable work.Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.Seniority level

Seniority level Mid-Senior levelEmployment type

Employment type Full-timeJob function

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