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Customer Support Manager

Job Title: Customer Support Manager
Contract Type: Permanent
Location: Liverpool
Industry:
Start Date: ASAP
Reference: SS25620
Job Published: July 31, 2018 08:44

Job Description

CUSTOMER SUPPORT MANAGER
Reference numberSS25620RegionUKLocationNorth WestSub locationLiverpoolFunctionOperations ManagementEmployment typeFull Time - PermanentHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
POSITION OVERVIEW
To oversee the management of all aspects of the Contract, ensuring completion of the work safely to time and budget.
Essential qualities include the ability to manage client relations, team management, and supplier management with a motivation to continuously improve all aspects of the operation and quality of service delivery.

RESPONSIBILITIES
Ensure compliance with all Safety, Health and Environmental Regulations, Procedures and Plans
Anticipate and identify key issues affecting contract objectives and priorities
Undertake full responsibility for the P&L of the contract
Develop strategies and solutions associated with the project, and manage their implementation, optimising cost, schedule and performance activities
Manage project external relations with other organisations and contractors
Provide interface point for Client
Ensure that adequate resources are available for the work to be progressed in accordance with the programme
Manage the implementation of the Project Quality Assurance Programme for the Project
Manage the implementation of the Project MI for HR ensuring that all personnel are Suitably
Qualified and Experienced Personnel (SQEP) for the roles they are to undertake
Manage the implementation of Quality Plan for the Project
To ensure all work is undertaken within the job holder’s demonstrated level of competence
Undertake site measures in accordance with contract requirements
Ensure costs are correctly allocated to individual nominal codes
Prepare monthly cost and valuation forecasts and reports
Be aware of the business continuity plan for the part of the business you work in
WHAT WE ARE LOOKING FOR
Experience in a managerial type role; must have worked in similar facilities/property services role
Excellent interpersonal communication & people management skills in order to build successful, long term customer & employee relationships whilst working openly & collaboratively at all levels with individuals & groups, remaining people centred in addition to task focused
Excellent leadership & motivational skills, with the ability to forward plan, work under pressure & influence at senior level
An understanding of current health & safety legislation approved codes of practice & guidance notes
Exposure to implementing, managing & compiling performance measurement
Experience with financial forecasting, budgeting & analysis
Strong ability to exercise judgement, negotiate & make sound decisions
Ability to work to tight timescales & with a strong sense of self motivation and a creative approach towards problem solving whilst thriving on complex & unusual challenges
Willingness to be involved in community activity
Flexible and Adaptable; willingness to work rotational weekends and some holidays, and occasionally evenings. Provide 24hr call out when necessary
Manage people issues - Demonstrates that safety is paramount in all business operations and maintains well being of employees
Understand and apply appropriate employee legislation, safety, health and environment regulations whilst applying appropriate recruitment, reward and disciplinary processes and procedures (grievances, absences, etc)
Problem solving and analysis - Analyses issues and breaks them down into their component parts. Makes systematic and rational judgements based on relevant information
Quality orientation - Shows awareness of goals and standards. Follows through to ensure that quality and productivity standards are met
Communication skills - Speaks clearly, fluently and in a compelling manner to both individuals and groups. Writes in a clear and concise manner, using appropriate grammar, style and language for the reader
Persuasiveness - Influences, convinces or impresses others in a way that results in acceptance, agreement or behaviour change
Personal motivation - Commits self to work hard towards goals. Shows enthusiasm and career commitment
ABOUT THE COMPANY
Interserve’s vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.1 billion and a workforce of over 75,000 people worldwide. We are committed to equal opportunities for all.

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