Customer Support Manager

Serco Group; Larbert; On-site; GBP 46,000 - 49,000; Full time

Benefits offered by this job

Pension scheme

Internal courses & qualifications

Employee Assistance Programme

Discounts at Serco leisure centres

Virtual GP service

Wellbeing app

Retail discounts

Job summary

Serco Group in Larbert seeks a Customer Support Manager to lead the domestic services delivery at Forth Valley Royal Hospital. You will steer day-to-day operations, manage a large team, and ensure service levels meet contract requirements.

Reporting to the General Manager – Soft FM, you will develop policies, manage a £5.5m budget, and drive continuous improvement while liaising with customers and senior stakeholders.

Qualifications

• Diploma, working towards Degree Level or equivalent experience.
• Basic Health and Safety NVQ Level 2 in supervisory management.
• Experience in customer care development in a large public sector organisation, ideally in care.
• Experience of managing a large budget.
• Experience in healthcare or facilities management.
• Experience leading a large team and handling absence and performance.

Responsibilities

• Lead day-to-day operational services and department performance.
• Manage interfaces between service users and delivery teams.
• Liaise with customers and senior managers to ensure service levels.
• Investigate client complaints and implement action plans.
• Provide written reports to stakeholders.
• Oversee HR policies, recruitment, development and training.
• Resolve performance management issues and drive improvements.
• Manage multiple complex issues and autonomous decisions.
• Ensure contract compliance and adherence to legislation.

Skills

Budget management

Staff management

Customer service

IT literacy

HACCP/COSHH knowledge

Fire safety

Stakeholder liaison

Education

Diploma or equivalent

Tools

Microsoft Office

Job description

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Schedule: Full time/Permanent 39 hours per week- Monday to Friday (expectation for some weekend working)

Salary: Between £46,000 - £49,000 per annum, salary plus excellent benefits

Ready to impact a better future? Serco have an exciting opportunity for a Customer Support Manager to join our team based at Forth Valley Royal Hospital in Larbert. The key purpose of this role is to lead the department as the main interface and point of contact for all aspects of service delivery for our domestic services.

Reporting to our General Manager – Soft FM, this role will be responsible for the day-to-day operational services, department performance and the formation of policies and procedures ensuring high-quality service delivery. The role will manage approx. 320 employees, including direct line management of 2 assistant support managers and will require the day-to-day management of human resources policies and procedures.

What you’ll do as a Customer Support Manager

• Provide feedback in relation to departmental performance and service levels.
• Responsible for the strategic planning and delivery of domestic services.
• Manage all aspects of the interface between service users and the service delivery teams for Customer Support services.
• Liaising with customers, senior managers, and external parties to ensure the agreed level of service is being delivered.
• Investigating client complaints, implementing action plans and monitoring improvements
• Providing comprehensive written reports to the General Manager/Contract Director, the client, and the customer.
• Manage the full range of human resources management including absence, performance, initial investigation and disciplinary processes, appeals, recruitment and selection and personal and professional development of staff and training.
• Manage the interpretation, analysis, and resolution of performance management issues.
• Handle more than one complex issue or project at any given time.
• Manage a variety of complex service issues making autonomous decisions to find practical solutions.
• Achieve key performance indicators, develop, and agree improvement plans within an agreed timescale when these are below set standards.
• Ensure contract compliance in accordance with efficient and effective service delivery and national guidelines.
• Establishing and reviewing working procedures within each area to ensure the requirements of all relevant legislation and contractual obligations are fully met.
• Responsible for policy development and implementation and service development within their area
• 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.
• Responsible for the management of a budget of c£5.5m per annum.
• Authorising 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.

Does this sound like you?

• Educated to a Diploma, working towards Degree Level or equivalent experience.
• Basic Certificate in Health and Safety NVQ Level 2 in supervisory management.
• Experience in customer carer development through significant experience working within a large public sector organisation ideally the care environment.
• Experience of having managed or having been responsible for a delegated large budget.
• Experience in customer care development through significant experience working within a large public sector organisation ideally the care environment.
• Experience of working in a healthcare environment as well as in facilities management
• The previous management of a large team of staff including a responsibility for absence, performance, recruitment and performance.
• Knowledge of the safe use of equipment and systems following guideline of HACCP and COSHH
• Practical experience of conducting quality audits to monitor client/ customer satisfaction
• IT literate – Microsoft Office
• Knowledge of fire safety regulations.
• Knowledge of lifting and handling procedures.

What we offer

• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks

This role requires membership of the PVG Scheme, which involves a detailed check of spent and unspent convictions and other relevant information to ensure safeguarding compliance. You will also complete an Occupational Health Questionnaire so we can provide any necessary support to help you carry out your responsibilities.

A little bit about us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our inclusive recruitment commitment

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).