Purpose
To provide effective managed services to achieve customer satisfaction, employee satisfaction and ensure performance measures are met. To provide a quality, customer focused service through teamwork, communication, and innovation. To Assist the Operations Manager to manage operations and comply with all Health and Safety, Environmental and Company Policies.
The attendance pattern is Monday to Friday totalling 35 hours per week 8am-4pm with the occasional need to work flexibly to cover the occasional early start or late finish.
Accountabilities
* Supervise team in delivery of duties and conduct training where required.
* To report customer issues/concerns to Operations Manager.
* To perform quality checks on own and team's work as required.
* To travel to other offices and locations as required to provide cover or support.
* To work with team members to deliver excellent customer service.
* Identify opportunities to enhance the service provided and to improve working practices.
* Provide high quality customer service in all communications with people at all levels.
* Resolve all internal customer enquiries, referring those unable to resolve to the correct recipient.
* Maintain accurate electronic records and filing systems.
* Work in accordance with established processes
* Ensure all work areas are clean, tidy, and safe.
* Follow H&S, fire and security procedures and report any breaches.
* Liaise with the contracts and workplace operations team to drive and enhance business operations.
Competencies
* Professional, driven, flexible, enthusiastic, proactive, self-motivated team player.
* Self-disciplined and can work independently using initiative.
* Holds a true passion for high standards of customer service delivery.
* Previous supervisory or people management experience (conduct monthly 1-1's, performance reviews, training sessions, team meetings, assist with senior management monthly reviews, review team annual leave and sickness, return to work interviews, recruitment)
* Previous reception, administration, and facilities management experience is desirable, although training will be provided.
* Excellent interpersonal skills and the ability to interact with people at all levels.
* Consistently well presented in line with company/client standards.
* Clear, concise, and confident communication skills, which are customer orientated with an eye for detail.
* Maintain and practice a high degree of confidentiality at all times.
* Computer literate with good email etiquette (proficient in the use of Microsoft packages)
* Able to multi-task and prioritise, with excellent time management skills.
* Understand when to escalate matters.
Vigilant Security is committed to ensuring equality of opportunity and to the principle that employees should be entitled to work free from intimidation or harassment.
All employees have a responsibility not only for their own behaviour but for the behaviour of others regarding equality of opportunity. Any act of discrimination must be avoided, and any incidents reported accordingly.
We are part of the Government Disability Confident Employer Scheme and are committed to offering opportunities for people with disabilities to join our ever-expanding workforce.
The duties of the post may be varied by the deletion of any of the tasks specified or by the addition of associated work.