Customer Service Manager jobs in Großbritannien

LOCATION: Chapel & Friary Walk

WORKING HOURS: 45 HOURS PER WEEK

SHIFT PATTERN: 5 out of 7

PAY RATE: £15.50 per hour

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com. We're here to help!

MAIN PURPOSE OF ROLE:

As the Shared Services Supervisor you will be required to monitor and assist the day-to-day delivery of the Security and Cleaning teams operations at a high-profile Shopping Centre in the Heart of Worcester. Due to nature of this role, and ongoing commitment to service excellence, we are keen to hear from people with similar experience with a good understanding of Security and cleaning systems if possible.

ABM Services operate in an honest and integral manner, meeting our clients' demands in the best way possible. We concentrate on putting people first - our employees and our customers. We believe in being open about what we do and how we do it. We are passionate about getting things right first time and delivering value for money. We also concentrate on getting the job done to the highest standard and everything we do is backed up by the quality of our service, our proactive relationship with the client, the creativity of our ideas and the direct approach we take.

KEY RESPONSIBILITIES:

• To Supervise the delivery of the contract in line with company policies and procedures
• Supervise and support all aspects of the ABM colleagues including, training, H & S, development and welfare at work
• Ensure all SIA licences and vetting for security teams are in place and updated accordingly
• Build and maintain a team that has the skills and diversity to deliver their tasks ensuring that they have the tools to
  
  

do the job

• Ensure high standards are achieved at all times, being flexible to meet the changing operational needs on a
  
  

continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered

• Provide professional support to the business in service related matters and to the client in all contract matters
• To support the Shared Services manager with the delivery of the staff rosters, completion of payroll and correct manning levels ensuring compliance is maintained at all times
• Lead and advise the team in managing absence and holiday records including sickness and annual leave for all site
  
  

staff

• Carry out daily audits to ensure high standards of cleanliness and a safe/secure environment is evident throughout the premises at all times
• Support with recruitment, induction training, developing and retraining of staff, to include customer service training
• Ensure adequate quality performance measures (KPI's/SLA's) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
• Conduct quality audits to ensure service delivery adheres to the requirements of ISO9001 and that outcome achieves / exceeds client requirements
• To support any training required as soon as is practicable on identification of any needs and plot onto a training matrix
• Prioritize all incidents ensuring all key personnel are kept fully informed at all times
• Ensure strict compliance to the Data Protection Act and associated regulations
• Deliver excellent leadership, communication and motivation to the site based team including communicating on a
  
  

daily basis so that a sound communication channel exists in order that team goals can be achieved

• Ensure objectives, performance reviews and Toolbox Talks are completed on a monthly basis
• Ensure any night/pm activity is correctly supervised and measured
• Manage the incident and accident reporting procedures
• Complete all company paperwork as required
• Conduct return to work interviews and perform absence management processes as required
• Ensure all team members carry out their duties in a correct and timely manner in accordance with the cleaning
  
  

specification and to BICS standards

• Support the client's environmental objectives
• Manage maintenance activities and the correct/safe usage of all equipment on site ensuring any faults are reported and resolved as a matter of priority, keeping the client always informed
• Correct usage of cleaning chemicals in line with COSHH regulations, ensuring minimal waste and sufficient stocks are always maintained in conjunction with the client
• Ensure all team members are familiar with and adhere to the company's & client's onsite health and safety policies and procedures
• Ensure sufficient staff and equipment are available to meet all events requirements
• Ensure regular communication and engagement sessions are in place
• Ensure welfare needs of all team members are addressed in a prompt and expedient way obtaining advice and guidance in line with ABM policy and procedures
• Foster and maintain excellent relationships with all parties on site including occupiers,
• Ensure we maintain a "one team" approach with the facilities management team
• All items of expenditure are to be either agreed and approved by the client in an open book format
• Ensure that all administration requirements of the client are met correctly
• Attend the monthly management meeting with Facilities Management and ABM General Manager
• Promote the ABM and Client brand at all times
• Undertake any reasonable duties as requested to meet the needs of the client and ABM Support Services
  
  
  

Person Specification:

• Ability to communicate and engage effectively, with a wide range of audiences including clients, staff and other professionals
• Ability to compile clear and concise written reports
• I-Paf certification is advantageous
• Problem solving and decision-making skills
• Ability to manage resources
• Leadership skills which will include the ability to effectively manage change
• Computer skills, specifically in relation to using Outlook and Word
• Good time management and prioritization skills
• SIA Door Supervisor and CCTV license holder is desirable
  
  
  

Essential Skills

• Sound Leadership skills
• Good Communication skills
• Good Interpersonal skills
• Ability to show initiative and responsibility
• IOSH Qualification
• Security Qualified (SIA) and Knowledge of industry best practice
• Deal with customers internally and externally
• Be able to take responsibility
• Good working Knowledge of Cleaning & Support Service Industry
• Experience of Security Services is preferred but not essential
• High Level of Numeracy
• Ambitious
• Flexible approach
  
  
  

Benefits

We're proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis
  
  

For more information about ABM's benefits, visit our careers page

About Us

ABM is one of the world's largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries - from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we're proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.