Support Services Manager

Veolia; King's Lynn and West Norfolk; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Free physio service

Discounts on groceries and retailers

Health and wellbeing resources

Virtual GP 24/7 for you and family

Training and development opportunities

Employee financial wellbeing support

Job summary

Veolia is seeking a Support Services Manager in Watford to lead the depot's administrative and customer support functions. The role includes managing the contact centre, payroll processing, and ensuring accurate data across systems.

You will develop processes and lead a team to deliver efficient, high-quality service. The position requires proven management experience, strong IT and communication skills, and the ability to drive improvements in operations and data management.

Qualifications

• Previous management experience.
• Good IT skills.
• Strong communication and organisational abilities.

Responsibilities

• Provide strategic support to senior management including data analysis, reporting and project work.
• Oversee Contract centre operations, ensure timely information and reports, and meet contractual obligations.
• Manage core administrative systems and procedures across the depot with accurate information.

Skills

Previous management experience

Good IT Skills

Good communication skills

Organisation skills

Job description

Support Services Manager

Location: Watford, WD18 0FL

Pay: £33,000 Annually, plus Veolia benefits

Hours: 40 hours a week

What we can offer you;

• 25 days of annual leave
• Access to our people’s pension scheme.
• Free physiotherapy service.
• Discounts on everything from groceries to well known retailers.
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to.
• 24 hour access to a virtual GP, 365 days a year, for you and family members in your household.
• Ongoing training and development opportunities, allowing you to reach your full potential.
• Stream - Employee financial wellbeing support: early access to your earned pay, savings, budgeting, financial coaching & rewards.

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone.
With one of the largest growing fleets in the UK, our drivers are pivotal to delivering essential services.
They work hard to serve their local communities and make a positive impact every day. Whether you’re looking to overhaul the industry, or just do a good day’s work, we know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

What you’ll be doing;

• 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

What we’re looking for;

Essentia l:

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

Desirable:

• Previous Waste experience

We’re proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we’re also transforming what it means to have a rewarding, purposeful career.

We’re dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We’re also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.