Customer Support Team Leader

Serco Limited; Larbert; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service management company in the United Kingdom is seeking a Customer Support Team Leader. The role focuses on providing support to housekeeping teams, ensuring high-quality service delivery, and maintaining hygiene standards in the domestic environment. You will manage staff performance, provide training, and ensure compliance with all relevant legislation. Ideal candidates will possess strong communication skills and a focus on customer satisfaction. This is a key role in supporting the operational effectiveness of the team.

Qualifications

• Proven ability to manage a team effectively.
• Experience in a customer service environment.
• Strong understanding of hygiene standards.

Responsibilities

• Undertake a comprehensive range of domestic and housekeeping duties.
• Ensure customer satisfaction and relationship building.
• Direct and assist staff within the departments.
• Manage absenteeism and training of staff.
• Control compliance with hygiene and health and safety legislation.

Skills

Effective communication

Staff training

Knowledge of Health and Safety legislation

Customer satisfaction focus

Job description

Serco is looking for a Customer Support Team Leader. The purpose of the job will be to provide support to the housekeeping and/or domestic teams within own area. Effectively deploy staff and resources to ensure a high quality of service delivery. Ensure hygiene standards within the domestic and catering environment are monitored and maintained. Assist the Customer Support Manager in areas relevant to training and experience.

Main Accountabilities:

• Undertake a full and comprehensive range of domestic and/or housekeeping duties in the working area
• Responsible for delivery of Domestic services within the Departments
• Customer satisfaction and relationship building
• Effective communication with all levels of staff
• To direct and assist Domestic and Housekeeping staff within the Departments
• To control and monitor staff performance of duties
• Manage absenteeism and arrange cover as necessary
• Ensure staff are aware of roles and responsibilities
• Provide staff training
• Have knowledge of all current Hygiene and Health and Safety legislation and ensure staff are fully inducted.
• Ensure compliance with operational policies on H&S, COSHH and other statutory legislation.
• Report hazards
• Responsible for stock control checks and suitable storage of materials in line with Health and Safety and COSSH.
• Assist in investigations under the control of the Customer Support Manager
• Prepare payroll data for Customer Support Manager authorisation
• Conduct returns to work interviews.
• Deputise when Customer Support Manager not on site.
• Carry out housekeeping and/or domestic tasks as required.