Support Services & Contact Center Manager

Veolia; Watford; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Free physiotherapy

Discounts on retailers

Health and wellbeing resources

Virtual GP 24/7

Training and development

Financial wellbeing support

Job summary

Veolia in Watford is recruiting a Support Services Manager to lead a busy contract centre, manage administration and drive improvement across service delivery. You’ll support senior management, oversee payroll and financial processes, and ensure timely, accurate reporting and data management.

The role requires 40-hour weeks, a strong focus on customer service, and a commitment to Veolia's standards. An inclusive, development-focused environment with strong team leadership awaits.

Qualifications

• Previous management experience
• Good IT Skills
• Good communication skills
• Organisation skills

Responsibilities

• Provide support to the senior management team as and when required including: analysing data, report writing and project work
• Provide an effective support service to the Contract including: the direct management of the Contact centre, providing timely information and reports as required and ensuring contractual obligations on the contact centre are met
• To ensure the provision of an effective support service and the management of the depot's core administrative systems and procedures providing accurate and timely information as requested
• Manage, maintain and monitor systems for customer complaints, ensuring they are resolved in a timely manner by liaising with operational managers and ensuring they are resolved to the satisfaction of all parties
• Deliver resolution to queries for all Customers within agreed SLA (Service Level Agreement)
• Manage the reception, ensuring correct booking in and out procedures
• Manage, motivate, retain, develop and train an appropriately skilled team to be able to create a customer service environment where teamwork, empowerment and trust are encouraged
• To forecast and plan the Contact center team's workload establishing key targets and resources as required, including management of staff holidays
• To build strong relationships with both internal and external customers
• Managing communications with external customers including emails, letters and telephone enquiries
• within given timescales and in line with corporate processes and guidelines
• Administration of the Clients and Contracts various IT Systems
• To ensure accurate recording of data, supporting the development of customer management systems. (ECHO)
• To develop and maintain databases for services, the client and contract, ensuring accurate and timely data is recorded
• Liaise with the Client as and when necessary to enable effective service provision and provide assistance with service enquiries
• Make decisions relating to operational service issues where required
• Manage and process payroll for the contract including overtime, annual leave and sickness recording
• To be responsible for all financial transactions, including handling and managing cash, cheques, credit/debit card transactions,raising invoices, purchase orders, taking payments, issuing refunds and keeping accurate records of transactions
• To ensure the team comply with Veolia's financial and contractual procedure rules
• Continual review and improvement of all processes within the department, amending processes where necessary for efficiency and creating and communicating new processes where required.
• Liaising with telecoms helpdesk team/external service providers and client contact center relating to issues with service provision
• Adherence to Health and Safety procedures.
• Any other duties that may deem necessary to the role

Skills

Management experience

IT skills

Communication

Organisational skills

Job description

Veolia in Watford is recruiting a Support Services Manager to lead a busy contract centre, manage administration and drive improvement across service delivery. You’ll support senior management, oversee payroll and financial processes, and ensure timely, accurate reporting and data management.

The role requires 40-hour weeks, a strong focus on customer service, and a commitment to Veolia's standards. An inclusive, development-focused environment with strong team leadership awaits.