Job Description

Forth Valley Royal Hospital- Larbert



Full time/Permanent 39 hours per week- Monday to Friday (expectation for some weekend working)

Competitive salary plus benefits



Serco have an exciting opportunity for a Customer Support Manager to join our team based at Forth Valley Royal Hospital in Larbert. The key purpose of this role is to lead the department as the main interface and point of contact for all aspects of service delivery for our domestic services.



Reporting to our General Manager - Soft FM, this role will be responsible for the day-to-day operational services, department performance and the formation of policies and procedures ensuring high quality service delivery. The role will manage approx. 320 employees, including direct line management of 2 assistant support managers and will require the day-to-day management of human resources policies and procedures.

Main Accountabilities:

Provide feedback in relation to departmental performance and service levels. Responsible for the strategic planning and delivery of domestic services. Manage all aspects of the interface between service users and the service delivery teams for Customer Support services. Liaising with customers, senior managers, and external parties to ensure the agreed level of service is being delivered. Investigating client complaints, implementing action plans and monitoring improvements Providing comprehensive written reports to the General Manager/Contract Director, the client, and the customer. Manage the full range of human resources management including absence, performance, initial investigation and disciplinary processes, appeals, recruitment and selection and personal and professional development of staff and training. Manage the interpretation, analysis, and resolution of performance management issues. Handle more than one complex issue or project at any given time. Manage a variety of complex service issues making autonomous decisions to find practical solutions. Achieve key performance indicators, develop, and agree improvement plans within an agreed timescale when these are below set standards. Ensure contract compliance in accordance with efficient and effective service delivery and national guidelines. Establishing and reviewing working procedures within each area to ensure the requirements of all relevant legislation and contractual obligations are fully met. Responsible for policy development and implementation and service development within their area Establish and review working procedures within each area to ensure the requirements of the Health and Safety at Work Regulations and Food Hygiene Regulations are adhered to. Responsible for the management of a budget of c5.5m per annum. Authorising the purchase and procurement of materials and supplies and ensuring that the cost, quality and wastage of products and materials are monitored on a regular basis. Accountable for the income and expenditure levels of the department.

What you'll need to do the role:

Educated to a Diploma, working towards Degree Level [or equivalent experience] Minimum of Basic Certificate in Food Hygiene. Basic Certificate in Health and Safety NVQ Level 2 in supervisory management. Experience in customer carer development through significant experience working within a large public sector organisation ideally the care environment. Experience of having managed or having been responsible for a delegated large budget. Experience in customer care development through significant experience working within a large public sector organisation ideally the care environment. Experience of working in a healthcare environment as well as in facilities management The previous management of a large team of staff including a responsibility for absence, performance, recruitment and performance. Knowledge of the safe use of equipment and systems following guideline of HACCP and COSHH Practical experience of conducting quality audits to monitor client/ customer satisfaction IT literate - Microsoft Office Knowledge of fire safety regulations. Knowledge of lifting and handling procedures.

What we offer:

Salary:

Competitive salaries with annual reviews

Pension:

Up to 6% contributory pension scheme

Holidays:

25 days' annual leave plus bank holidays

Training and development:

We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.

Wellbeing:

24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres

Discounts:

Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel

ShareSave scheme:

Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period

Employee networks:

Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.

Charity:

Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.



About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.



By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.



Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.



At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.



At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.