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Customer Support Manager - Cleaner

Job Title: Customer Support Manager - Cleaner
Contract Type: Permanent
Location: Leeds
Start Date: ASAP
Reference: SS27579
Job Published: January 07, 2019 12:43

Job Description

Reference numberSS27579RegionUKLocationNorth WestSub locationLeedsFunctionOperations ManagementEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
To oversee the management of all aspects of Contracts within a specified Region, ensuring completion of the work safely, to time, and contract requirement. To ensure that all budgets are maintained for materials, chemicals, uniforms, consumables and labour. To act as a temporary operative should the need arise to cover clean essential client states until recruitment and training of a permanent operative is complete.
Job holder requires the ability to manage client relations and team management, with a motivation to continuously improve all aspects of the operation and quality of service delivery as per our business strapline value of ingenuity at work. Respond to issues raised by the Regional Operations Manager (ROM) , Regional Director (RD) and Operations Director (OD) and liaise with local senior customers.
Overall responsibility for the Operational Delivery of all services within the Regional area and surrounding areas.
This role is a mobile role covering the Leeds area.
Creating and delivering relevant operational corrective action plans.
Ensure that all company insurances documents are within date and played as required.
Assist the ROM with debt Management.
Maintain & Monitor Asset Lists.
Processing of starters & leavers without delay.
Deliver and monitor the Service Delivery Plans and KPIs.
Establish, monitor and supplement resource levels to comply with contract requirements.
Help facilitate the development of robust ‘risk management’ processes and procedures.
Support the Continuous Improvement Programme and identify issues to drive forward contract development.
Encourage, coach, support and manage the effective performance of people and develop them to meet the contract. requirements.
Management of regional budget to ensure contract activity is completed to time and cost.
Monitor audits of works in progress and completed works.
Implement Interserve’s integrated policies on Quality, Health & Safety & Environment (QSHE) in conjunction with corporate support teams and the clients requirements.
Ensure defined H&S responsibilities are established and regular reviews are undertaken.
To develop relations and collaboration with client management teams to ensure delivery of contract.
To assist and promote efficiencies, savings and best value solutions within the Region.
To successfully manage the delivery of Services in Region measured by KPIs and the Service Delivery Plan.
The reporting of performance against contractual performance indicators.
Be aware of the business continuity plan for the part of the business you work in.
Closely liaise with colleagues to remain updated on of recent inspection data, work lists and asset standards.
Ensure personal achievement and development plans/Appraisals for staff under their control are completed and reviewed each year, and ensure training requirements are delivered.
All other job requirements as deemed necessary within the scope of the role.
Ensure all opportunities for organic growth are presented to the RD.

Service Standards:
Ensure that a professional agreed service is delivered to the client.
Lead and arrange a team effectively.
Communicate with the client and representatives effectively, representing in a professional manner at all times.
Ensure that dress codes are met at all times.
Ensure that the specification is delivered to standards.

Staff Development:
Make best use of the company Reward & Recognition Scheme
Cascading of updated Vision 2020 information, all subsequent cascades and Company Vision and Values
Ensure completion/return of the Employee Survey's forms for all of your team members
Lead and motivate the team in order that they may develop to their full potential.
Ensure that all staff in the contracts have completed a full induction and on-going training. In addition keep and make available records to this effect.
Recommend, where applicable, staff who require further or more specific training which will be of benefit to both themselves and the Company.
Employ best practices as outlined in the Interserve procedures to recruit, retain and motivate staff.
Adhere to current government policies on immigration and working time directive.
Seek and request opportunities to develop yourself.

Site Standards:
Ensure projects are delivered within timelines.
Maintain/updating of site manuals/documentation.
Budget Control
Ensure that adequate control measures are observed and that labour, uniforms and materials budgets are not exceeded except when authorised in advance by regional management.
Ensure that Company deadlines are met for the accurate compilation of and delivery of documentation.
Utilise resources effectively to meet objectives at minimum cost to Interserve.

Specific Accountabilities:
Ensure that the Company’s assets are secured and maintained to the highest level at all times.
Health and Safety
Correct use of company processes/ systems - Sevron - CATS - Accident reporting.
Be fully conversant with and practice all Interserve Health and Safety policies. Be responsible for and ensure that all Interserve staff in the contracts carry out Interserve and client (where appropriate) health and safety policies.
Periodic Tasks
Organise, record, manage and where appropriate monitor all periodic work, together with any authorised additional work required, ensure that the work is carried out professionally to satisfactory standard within both an authorised budget and all health and safety guidelines.

Company Vehicles
If issued with a company vehicle carry out such tasks to maintain the vehicle in a satisfactory condition.
Be conversant and comply with company vehicle procedures and policies.
Report to Fleet Department any faults with vehicle in his/her charge.
Company Confidentiality
Ensure that at all time, and with all clients services in the Company’s portfolio, Company information, procedures and confidential material, that is not within the clients expectations and/or remit, or information that may in any way cause harm to the Company, is kept wholly confidential, and that relevant manager is fully informed immediately.
Previous management experience and customer service experience in a similar role.
Previous experience in a similar role.
Educated to GCSE standard (or equivalent) in English and Maths.
Proficient in Microsoft applications specifically including MS Word, MS Excel & Email.
Strong teamworking skills.
A flexible approach to work.
Well organised and responsive.
Proficient IT skills.
Personal motivation.
Sense of responsibility.
Good health and attendance record.
Good interpersonal skills.
Ability to prioritise workload/good organiser.
Ability to work under pressure.
Self starter.
Methodical approach.
Team Player.
Ability to communicate at all levels.
Ability to maintain confidentiality.
Hours worked per week 40
Full Time
Company Car
25 days annual leave

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 £3.6 billion and a workforce of 80,000 people worldwide. 

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