Customer Support Team Leader Serco
Location: Forth Valley Royal Hospital, Larbert, FK5 4EB
Full time – 36.2 hours per week – Monday to Friday
Salary: £28,011.00 - £30,230.00 depending on experience, plus Serco benefits.
Overview
The role provides support to the housekeeping and/or domestic teams within the area. You will effectively deploy staff and resources to ensure a high quality of service delivery and monitor hygiene standards within the domestic and catering environment. You will assist the Customer Support Manager in areas relevant to training and experience.
Main Responsibilities
* Undertake a full and comprehensive range of domestic and/or housekeeping duties in the working area
* Responsible for delivery of Domestic services within the Departments
* Maintain customer satisfaction and build relationships
* Communicate effectively with all levels of staff
* Direct and assist Domestic and Housekeeping staff within the Departments
* Control and monitor staff performance of duties
* Manage absenteeism and arrange cover as necessary
* Ensure staff are aware of roles and responsibilities
* Provide staff training
* Be knowledgeable of current Hygiene and Health and Safety legislation and ensure staff are fully inducted
* Ensure compliance with operational policies on H&S, COSHH and other statutory legislation
* Report hazards
* Be responsible for stock control checks and suitable storage of materials in line with Health and Safety and COSHH
* Assist in investigations under the control of the Customer Support Manager
* Prepare payroll data for Customer Support Manager authorisation
* Conduct return to work interviews
* Deputise when Customer Support Manager is not on site
* Carry out housekeeping and/or domestic tasks as required
What You Will Need For The Role
* Experience supervising other staff, monitoring work standards and team working
* Institute of Leadership and Management, level 2 (ILM)
* Good communication skills
* Shows initiative and self-motivation
* Awareness of service image
* Physically fit, energetic, friendly and reliable
* Willing to work unsociable hours
* Attention to detail
* Risk assessment awareness
* Flexible attitude to working times and methods
* Customer focus
* Numerate/literate
* BICSc training and assessor certificates
* Health and Safety Awareness
* Site Orientation and Corporate Induction
* Customer care
* Fire Safety
What We Offer
* Up to 6% contributory pension scheme
* 25 days annual leave plus bank holidays
* Employee Assistance Programme, Simply Health Plans, and more
* Discounts across entertainment, mobile plans, cinema, and leisure
* A culture of diversity and inclusion
* Professional and personal development with training and coaching opportunities
About Serco
At Serco, every role matters. We deliver essential public services globally and are committed to redesigning and improving public services for the benefit of everyone.
Apply
Please click on the apply button to be taken to our careers website. Serco is a Disability Confident Employer. Disabled applicants who meet the minimum criteria will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. We are an inclusive organisation and make reasonable adjustments during the interview and employment process.
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