Assistant Customer Support Manager

Serco Limited; Larbert; On-site; GBP 33,000 - 42,000; Full time

Job summary

A leading company in healthcare services is looking for an Assistant Customer Support Manager at Forth Valley Royal Hospital. This role involves managing housekeeping and domestic services while ensuring high-quality service delivery and customer satisfaction. The ideal candidate will have strong leadership skills and experience in customer care, making a positive impact in a vital healthcare environment.

Benefits

Contributory pension scheme up to 6%

25 days annual leave plus bank holidays

Employee Assistance Programme

Health and wellbeing support

Discounts on attractions, mobile plans, and leisure activities

Professional development and training opportunities

Qualifications

• Experienced in customer care development ideally in a public sector organization.
• Proven leadership experience managing a large team in varied operational contexts.
• Knowledgeable in health and safety regulations and procedures.

Responsibilities

• Manage housekeeping and domestic services, handling complex issues.
• Support Customer Support Manager with budget management and service delivery.
• Train and develop staff to meet service standards and compliance.

Skills

Customer relationship building

Problem solving

Negotiation

Diplomacy

Service delivery

Education

Diploma, working towards Degree Level or equivalent experience

British Institute of Domestic Science Trainer and Assessor Certificate

NVQ Level 2 in relevant Health and Safety subject

Intermediate Certificate in Food Hygiene

Basic Certificate in Health and Safety NVQ Level 2 in supervisory management

Tools

Microsoft Office

Job description

Assistant Customer Support Manager

Forth Valley Royal Hospital, Larbert, FK5 4EB

Full time - 37.5 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 services

Be expected to handle and diffuse difficult situations often at very senior levels involving personnel from within and out with the organisation

Support 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 procedures

Support 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 solutions

Will often be required to handle more than one complex issue or project at any given time requiring the use of judgement and decision making

Will be accountable for and will manage the interpretation, analysis and resolution of performance management issues

Monitor 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 required

Investigating client complaints, implementing action plans, monitoring improvements and providing comprehensive written reports

Responsible 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 guidelines

Ensuring 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 met

Responsible 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 department

Reviewing and amending annual service and personal objectives

Assisting with analysing data on service delivery and performance

Establish 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 to

Authorisation of payroll data

Assisting in the review, analysis and authorising when ordering new equipment

Manage 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 staff

Investigating 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's

Work flexibly to meet the needs of the service

Provide 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 Certificate

NVQ Level 2 in relevant Health and Safety subject

Minimum of Intermediate Certificate in Food Hygiene

Basic 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 environment

The 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 level

Knowledge of the safe use of equipment and systems following guideline of HACCP

Practical 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 Office

Knowledge of fire safety regulations

Knowledge of lifting and handling procedures

What we offer

Up to 6% contributory pension scheme.

25 days annual leave plus bank holidays.

A range of benefits to support the health and wellbeing of you and your family such 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 shopping and 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.