Customer Service Manager

Mitie Cleaning & Hygiene Services; Aberdeen City; Sur place; GBP 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Virtual GP

Salary Finance

Choices lifestyle benefits

MiDeals discounts

Cycle-to-work

Life cover

Enhanced pension contributions

Share Plan / potential free shares

Mitie Stars recognition

Résumé du poste

Mitie is seeking a Customer Service Manager to own regional site delivery through Site Security Plans, leveraging risk-based analysis and HR processes. You will drive performance, recruit staff, and ensure client satisfaction across the portfolio.

You will collaborate with the DWP contract team, deliver continuous coaching, and align with Mitie policies, health and safety standards while supporting incident investigations and data-driven improvements.

Qualifications

• Experience delivering high quality customer service and managing SLA expectations.
• Proven ability to build relationships with internal and external stakeholders.
• Capable of leading investigations and maintaining data-driven improvements.
• Licensed frontline security professional with UK driving licence.
• Comfortable working in a dynamic security operations environment.

Responsabilités

• Own operational delivery for a portfolio of sites via Site Security Plans.
• Lead recruitment, performance management and HR matters for the team.
• Partner with DWP management to deliver security provisions and training.
• Ensure KPI targets, contract requirements and policies are met.
• Manage incidents reporting, root-cause analysis and corrective actions.

Connaissances

Excellent organisational skills

Customer service experience

SLA understanding

Data analysis

Stakeholder management

SIA license

CCTV and alarms understanding

Full UK Driving licence

Investigations

Outils

CCTV

Access control

Alarms

Description du poste

Job Objectives And Responsibilities

The Customer Service Manager (CSM) will own operational delivery to a portfolio of sites within a Region, through Site Security Plans (SSPs) which recognize site-specific nuances, service requirements, and vulnerabilities identified through the risk assessment process, resource planning, recruitment, individual performance management, and HR matters.

The CSM Will Be Responsible For

• To maintain and promote the Mitie brand and reputation by providing an industry leading security provision
• Maximize the efficiency and sustainability of the contract through the convergence of people, systems and technology to deliver intelligence led services based upon risk and data analysis
• Effectively manage a designated portfolio of sites, ensuring that all contracted and temporary hours are fulfilled by trained officers to the complete satisfaction of those sites/clients
• To support the partnership with the DWP Management team to deliver the security provision on the DWP contract
• Contribute to the success of the DWP contract by ensuring that all officers receive effective training and continuous on-going colleague coaching
• To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through
• To ensure all Officers on the Site portfolio fully understand and comply with, all aspects of Mitie Policy relevant to legal and regulatory requirements
• Supporting DWP and Mitie QHSE initiatives and compliance with policy and legislation
• The reporting and investigation of incidents and the identification of their causes. Ensure corrective actions are implemented and retain for audit purposes
• Ensuring all Mitie obligations relating to Officer Welfare, Health and Safety and Duty of Care are always observed
• Ensure Jobcentre Managers (JCMs) and Site Responsibility Officers (SROs) are visited when completing monthly visits
• Ensuring all customer complaints are recorded and fully investigated in accordance with DWP & Mitie processes and all reports are retained and forwarded to the relevant parties and within the specified KPI turnaround timescale
• Ensure any complaints leading to Disciplinary & Grievances are dealt in line with Company processes
• Ensure that any meetings leading to Fast Tracks are undertaken with the DWP
• Ensure all contractual requirements and KPI's are met and are in keeping with the customer's expectation
• Ensure DWP's SCC are supported with any emergency scheduling cover requests
• Ensure all officers are using the automated booking on & off system for their duty shift times
• Ensure Daily Recs & Weekly processes on Workplace Plus are completed in a timely manner
• Ensuring all vacancies are advertised with the appropriate agencies and maintain establishment to deliver the coverage KPI specified by the customer
• Managing recruitment and succession planning to ensure that the Site portfolio has the capability to deliver consistent high levels of service
• Undertake the roles and responsibilities of the duty manager by participating in the rotation of the DWP weekend working schedule
• Ensuring understanding and demonstrate implementation of the Mitie values and bring to life – “The exceptional, Every day”
• Take active steps to maintain communication and recognise achievement and develop the Mitie Community
• That all direct reports take part in a structured monthly face to face visit. (Review timings & locations)
• On occasions there may be a requirement to deal with CCTV footage downloads that cannot be done centrally

Person Specification

Skills

• Excellent organisational and time management skills
• Confident and professional working approach and appearance
• Demonstrable experience of delivering high quality customer service
• Good understanding of SLA's and implementing Action plans
• Ability to create, build and deliver business improvement plans
• Ability to create and maintain good working relationships both internally and externally with all stakeholders at all levels of the business
• Hold and maintain a current frontline SIA license
• Understanding of physical security technology including access control, CCTV and alarms
• Possess analytical, statistical and numeracy skills with attention to detail and acute observation and listening ability
• Comfortable interpreting numbers and actively using data to advise on business improvements
• Proven record of interviewing, selecting and screening applicants in line with required BS7858 standards
• A Full UK Driving licence
• The ability to conduct both internal and external investigations to a successful and professional conclusion
• Flexible approach to working hours and the willingness to travel
• Exceptional verbal and written communication skills
• Ability to work individually and as part of a team
• Resilient and tenacious with a ‘can do' approach
• Flexible and adaptable
• Literate, numerate and IT skills to medium level user
• Be willing to work towards, if not already held, a management apprenticeship as is deemed appropriate for personnel development

Health And Safety Responsibilities

• Follow Group and company policies and procedures at all times
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
• Use all work equipment and personal PPE properly and in accordance with training received
• Report any issues or training needs to your Line manager and / or via your divisional incident reporting system
• Stay alert to any threats or changes within the work environment to take the appropriate action to reduce the chance of disruption, loss, or damage.

Information Security

• Ensure compliance with Mitie's information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents;

Benefits

• Our market-leading offering provides you with benefits that suit your lifestyle.
• We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
• When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle‑to‑work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

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