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Location: Forth Valley Hospital, Scotland
Rate: £16.31 to £20.32 per hour
We are recruiting for an Assistant Customer Support Manager to support the delivery of housekeeping and domestic services across a large acute hospital site. This is a hands-on, fast-paced interim opportunity suited to someone with strong operational and leadership experience in healthcare or facilities management.
About the Role
You will work closely with the Customer Support Manager to ensure consistent service delivery across an 860-bed hospital site. You’ll lead a large team, manage service delivery issues, maintain high customer satisfaction, and provide cover for the Customer Support Manager when required. The role demands a confident communicator who can manage complex operational challenges, HR issues, and tight deadlines.
Key Responsibilities
• Support delivery of high quality domestic and housekeeping services within agreed KPIs
• Manage day to day service operations and deputise for the Customer Support Manager
• Handle service issues and customer complaints, including reporting and resolution
• Lead and develop Team Leaders and frontline staff, including absence, performance and training
• Contribute to strategic planning, budget oversight and policy development
• Ensure compliance with COSHH, Food Hygiene, Health and Safety, and national guidelines
• Monitor performance standards and drive continuous improvement
• Manage audits, inspections and quality checks
• Maintain effective communication with internal departments, patients and external partners
• Authorise payroll data and support resource planning
• Support procurement decisions and monitor material usage and waste
• Sit on investigation, grievance and disciplinary panels
• Provide regular performance and financial reports to the leadership team
Key Requirements
• Diploma level education or equivalent experience (degree level desirable)
• Intermediate Food Hygiene and NVQ Level 2 in Health and Safety
• BICS Trainer and Assessor Certificate
• Experience in managing large operational teams, preferably within the NHS or public sector
• Strong background in customer care and service delivery
• Knowledge of HACCP, COSHH and cleaning compliance standards
• Confident managing HR processes including recruitment, absence and disciplinaries
• Skilled in Microsoft Office and familiar with CAFM systems
Additional Information
• You must be able to work flexibly, including extended days or out of hours if needed
• Occasional manual handling and frequent walking involved
• You will need to manage emotionally challenging situations with sensitivity and professionalism
• This role will involve making decisions that affect service plans, HR, and budget priorities
This is an ideal interim opportunity for someone with strong leadership skills and operational FM experience in a healthcare setting.
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Seniority level
* Seniority level
Associate
Employment type
* Employment type
Contract
Job function
* Job function
Customer Service
* Industries
Hospitals and Health Care
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