Assistant Customer Support Manager

Larbert | Other

Assistant Customer Support Manager

Forth Valley Royal Hospital

Larbert, FK5 4EB

Full Time, Permanent (37.5 hours per week)

Agenda for Change Band 5 Spine point 1 - 8 £26,104 - £32,915 per annum


Here at Forth Valley Royal Hospital, we currently have an opportunity for an Assistant Customer Support Manager to join the team. This role will be a key member of the Customer Support Team, ensuring needs are met within the contractual framework on all aspects of the housekeeping and domestic services. Main responsibilities include customer relationship building, management of customer expectations, problem solving and dispute resolution at all levels is pivotal in this role.


As the services are scheduled to support the needs of the facility, the post will require flexible working; it is therefore envisaged that the role will operate on an early/late shift rota with some out of hours and weekend working required as service needs dictate.


The Customer Support department is responsible for the provision of the services to the users and customers of the services. The team is responsible for the provision of a high quality, customer focused housekeeping and domestic service to the wards and patients in the hospital.


Main responsibilities of the role include:

  • Support the Customer Support Manager when instructing remedial works and solutions in response to situations.
  • Support in the strategic planning and delivery of domestic and housekeeping services to the departments.
  • Develop and promotion of integrated working styles in line with the service delivery philosophy.
  • Day-to-day operational services and the formation of policies and procedures ensuring high quality service delivery.
  • Management of a large group of staff and Team Leaders that will require the implementation of the full range of human resources policies and procedures.
  • Interpretation, analysis, and resolution of performance management issues.
  • Investigation client complaints, implementing action plans, monitoring improvements, and providing comprehensive written reports.
  • Assisting in the purchase and procurement of materials and supplies and ensuring that the cost, quality and wastage of products and materials are monitored on a regular basis.


What you'll need to do the role:

  • Experience in a customer care development role within a large public sector or similar organisation.
  • Previous management of a large team of staff including a responsibility for absence, performance, recruitment.
  • Practical experience of conducting quality audits to monitor client/customer satisfaction.
  • Educated to a diploma level or equivalent experience.
  • Effective communication and relationship building skills.
  • IT literate and knowledge of Microsoft Office.
  • NVQ Level 2 in a relevant Health and Safety subject.
  • Strong negotiation skills and ability to deal well with conflict situations.


Why Serco?

Meaningful and vital work: Working within a Hospital at Serco means that you'll play a critical role in ensuring that patients continue to receive the support that they need 24/7.

A world of opportunity: It takes a diverse team to support a hospital and we're big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you'll find all the opportunity you need to evolve your career.


Great people: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.

What we offer

  • Up to 6% contributory pension scheme.
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • The chance to make a positive difference to the wider public.
  • Interesting, varied and enjoyable work.
  • A company that recognises your contribution.


About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
11/02/2023 02:23:00
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