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Customer Support Manager

Job Title: Customer Support Manager
Contract Type: Permanent
Location: Larbert
Salary: Not Specified
Reference: 106448
Job Published: February 28, 2021 11:53

Job Description

Job Description

Serco delivers vital healthcare support services around the world - from the operational management of hospitals to the optimisation of patient experience and flow and we are looking to recruit for a Customer Support Manager on a full-time basis working 39 hours per week

Reporting into the General Manager, the purpose of the Customer Support Manager role is for the post holder to be the main interface and point of contact for all aspects of the service delivery for the Domestic and Ward Housekeeping Service. You will be responsible for circa 500 employees across our service teams including direct line managers and will require the day to day management of human resources policies and procedures. We work closely with our NHS colleagues and you will be key to that relationship, offering excellent customer service and ensuring the patient experience is central to everything we do.

We work flexibly to ensure we meet the needs of our seven-day service and therefore ad-hoc weekend and out-of-hours working will be required. You will be part of our management on-call rota and you may also be asked to deputise for the General Manager.

Candidate Description

First and foremost, you should have previous experience in managing Domestic (Cleaning) and Ward Housekeeping services within a similar Healthcare/Care setting. The ideal candidate will come from an organisation with a large matrix structure as you will be responsible for a high number of staff in our service teams.

To carry out this role successfully there are qualifications that we require the post holder to possess. These include a BICSc certificate and Basic Certificate in Food Hygiene. It would be advantageous to have a Health and Safety NVQ Level 2 in supervisory management or equivalent.

In the role you would be expected to hold a Diploma or Degree or equivalent and relevant operational experience.

The Customer Support Manager should have knowledge of both HACCP and COSHH.

Finally, you should have not only hands on experience but also commercial acumen as you will have full P&L responsibility for the two services.

Why Serco

Meaningful and vital work: The nature of our business means you will do interesting work that matters - delivering essential services that touch people's lives

A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways.

Great people: We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment.

Employer Description

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.