Customer Support Manager
Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public service, including health, education, transport, science and defence.
We are looking to recruit Customer Support Manager for Kent and Canterbury Hospital. This role will be working 37.5 hours per week.
Kent and Canterbury Hospital is part of the East Kent Hospitals University NHS Foundation Trust. One of the largest hospital trusts in England, with five hospitals serving a local population of around 759,000 people. We have a national and international reputation for delivering high quality specialist care, particularly in cancer, kidney disease, stroke and vascular services.
Job PurposeThe Customer Support Manager has responsibility as the main interface and point of contact for all aspects of the service delivery of the Serco Customer Support Services. The main responsibilities include, customer relationship building, management of customer expectations, problem solving and dispute resolution at all levels is pivotal in this role.
Main Duties and Responsibilities:This role includes the management of a large group of staff and Team Leaders and will require the implementation of the full range of human resources policies and proceduresThe Customer Support Manager will be responsible for, accountable for and manage the departmental budgetManage all aspects of the interface between service users and the service delivery teams for Customer Support servicesWill manage a variety of complex service issues making autonomous decisions in order to find practical solutionsWill be accountable for and will manage the interpretation, analysis and resolution of performance management issuesTo support the General Manager in setting the annual budget requirementsMonitor key performance indicators, develop and agree improvement plans within an agreed timescale where these fall below set standardsLiaising with customers and senior managers of the Board and external parties to ensure the agreed level of service is being delivered to the standards requiredInvestigating client complaints, implementing action plans and monitoring improvementsProviding comprehensive written reports to the Contract Director and the clientResponsible for the Domestic Services, housekeeping, linen operations and accommodation cleans within the Departments to ensure contract service compliance in accordance with efficient and effective service delivery and national guidelinesEnsuring all staff are trained to the required standard to carry out their dutiesResponsible for ensuring that all staff are inducted and trainedEnsure that all personnel within their department have PDP'sResponsible for policy development and implementation and service development within their areaAuthorising 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 basisAccountable for the income and expenditure levels of the departmentReviewing and amending annual service and personal objectivesAnalyse data on service delivery and performance providing reports for the Contract Board as appropriateAuthorisation of payroll dataManage the full range of human resources management issues including; absence, performance, initial investigation and first line disciplinary processes, recruitment and selection, personal and professional development of staffParticipates in the senior management on-call roster if required
Key Skills and AttributesThere is a significant responsibility relating to the authority to manage the annual budget and requires the specific use of critical analysis and judgement when monitoring financial outgoingsThere are conflicting demands that require the ability to prioritise workload and produce evidence of effective service delivery and the need to work to tight deadlines on a regular basisHave overall responsibility for managing and reviewing departmental performance including issues relating to personnelMake judgements on strategic and operational issues taking into account, legislation, health and safety, finance and other conflicting demandsResponsible for overall resourcing of the departmentAccountable for and management of budget, making decisions relating to quality of service delivery and other factorsAbility to build and maintain effective working relationships with departmental managers in developing the service to meet their requirementsNegotiating to find and agree solutions to often complex issues from not only a service user aspect but also human resources issuesIT literate - Microsoft OfficeKnowledge of the safe use of equipment and systems following guideline of HACCP
Key Qualifications:NVQ Level 2 in relevant Health and Safety subjectMinimum of Intermediate Certificate in Food HygieneBasic Certificate in Health and Safety NVQ Level 2 in supervisory managementBritish Institute of Cleaning Science Trainer and Assessor CertificateEducated to a Diploma, working towards Degree Level [or equivalent experience]
Essential Experience:Experience in customer care development through significant experience working within a large public sector organisation ideally within the care environmentExperience of having managed or having been responsible for a delegated large budgetPrevious experience working in a catering/cleaning environment, ideally within a healthcare setting or contract sectorPrevious experience of managing a large team of staff including a responsibility for absence, performance, recruitment and performance etc. or having a regular involvement at a supervisory levelPractical experience of conducting quality audits to monitor client/ customer satisfaction