Support Services Manager | Customer Center Lead

Veolia Group; St Albans; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Free physiotherapy

Discounts on groceries & retailers

Health resources and wellbeing support

24h virtual GP for you and family

Training and development opportunities

Financial wellbeing support

Job summary

Veolia Group in Hertfordshire is seeking an experienced manager to provide senior-level support, data analysis and reporting for contracted services. You will oversee the contact centre, maintain timely information, and ensure contractual obligations are met, while guiding a capable team to deliver high-quality customer service.

You will forecast workload, manage resources and payroll processes, liaise with clients, and improve processes for efficiency.

Qualifications

• Essential: Previous management experience.
• Good IT skills and strong communication ability.
• Strong organisational capabilities and problem solving.
• Desirable: experience in the Waste sector.

Responsibilities

• Support senior management with data analysis, reports and project work.
• Oversee contract support services including contact centre management and reporting.
• Ensure accurate information across core administrative systems and procedures.
• Handle customer complaints, resolve issues and maintain SLA targets.
• Manage reception operations and supervise a skilled team.
• Forecast workload, plan resources and manage staff holidays.
• Liaise with internal/external customers to deliver effective service.
• Process payroll and financial transactions in line with procedures.

Skills

Management experience

IT skills

Communication skills

Organisation skills

Waste experience (desirable)

Job description

Veolia Group in Hertfordshire is seeking an experienced manager to provide senior-level support, data analysis and reporting for contracted services. You will oversee the contact centre, maintain timely information, and ensure contractual obligations are met, while guiding a capable team to deliver high-quality customer service.

You will forecast workload, manage resources and payroll processes, liaise with clients, and improve processes for efficiency.