Support Services Manager

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

Benefits offered by this job

25 days annual leave

Pension scheme

Physiotherapy

Discounts on groceries and retailers

Virtual GP access

Training and development opportunities

Employee financial wellbeing support

Earned pay access

Job summary

Veolia in Hertfordshire is seeking a Support Services Manager to lead the contract support functions, including contact centre oversight, admin systems and payroll.

You will develop a capable team, deliver timely reports, ensure contractual obligations are met, maintain client relationships and drive continuous improvements in processes and service delivery.

Qualifications

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

Responsibilities

• Provide support to the senior management team with data analysis, report writing and project work.
• Provide an effective support service to the Contract including direct management of the Contact centre and reporting.
• Ensure the provision of an effective support service and manage the depot's core administrative systems.
• Manage and monitor systems for customer complaints and ensure timely resolution.
• Deliver resolution to queries for all customers within SLA.
• Manage the reception and booking procedures.
• Develop and train a skilled team to foster teamwork and empowerment.
• Forecast workload and manage staff holidays and resources.
• Build strong relationships with internal and external customers.
• Liaise with external providers and client contact centre issues; ensure compliance with processes.
• Administer client IT systems and ensure accurate data recording (ECHO).
• Develop and maintain databases for services and contracts; ensure timely data.
• Process payroll and handle financial transactions per procedures.
• Ensure compliance with Veolia's financial and contractual rules.
• Drive continual process improvements and communicate new procedures.

Skills

Management experience

IT skills

Communication skills

Organisation skills

Job description

Support Services Manager

Location: Hertfordshire AL4 9XR

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;

Essential:

• 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.