Assistant Customer Support Manager-Forth Valley Royal Hospital

Assistant Customer Support Manager

Forth Valley Royal Hospital, Larbert

Full time, permanent- Monday- Friday

Salary - Agenda for Change Scotland Band 5 starting point £33,247

Join Our Team as an Assistant Customer Support Manager. We’re looking for a dynamic and proactive individual to become a key member of our Customer Support Team. In this pivotal role, you’ll work closely with the Customer Support Manager to ensure exceptional service delivery within the contractual framework, focusing on all aspects of housekeeping and domestic services.

As part of the Extended Leadership Team, you’ll play a strategic role in planning and delivering high-quality, customer-focused services across Forth Valley Hospital. This position involves building strong customer relationships, managing expectations, resolving issues, and driving continuous improvement. With responsibility for supporting budget management and providing leadership feedback, your diplomacy and negotiation skills will be essential.

If you’re ready to make an impact in a fast-paced environment and contribute to the success of a service that supports 860 beds across a 95,000 sqm site, we’d love to hear from you.

Main Accountabilities:

• Oversee all aspects of housekeeping and domestic services, ensuring high-quality delivery and compliance with national standards.
• Support strategic planning and implement policies and procedures to maintain service excellence.
• Lead and manage a large team, applying HR policies including recruitment, training, performance management, and disciplinary processes.
• Handle complex service issues, customer complaints, and disputes, providing practical solutions and detailed reports.
• Monitor KPIs, develop improvement plans, and drive service development initiatives.
• Manage departmental budgets, procurement, payroll, and ensure cost efficiency.
• Ensure compliance with Health & Safety and Food Hygiene regulations and maintain robust training and induction programs.
• Collaborate with senior managers and external stakeholders to meet contractual obligations and customer expectations.
• Provide cover for the Customer Support Manager and contribute to strategic leadership decisions.

What you’ll need to do the role:

• Educated to a Diploma, working towards Degree Level or equivalent experience
• British Institute of Domestic Science Trainer and Assessor Certificate
• Several years’ experience at a middle management level to achieve and will include a significant responsibility and authority to manage a service autonomously- preferably health background
• NVQ Level 2 in relevant Health and Safety subject
• Minimum of Intermediate Certificate in Food Hygiene
• Basic Certificate in Health and Safety NVQ Level 2 in supervisory management
• Experience in customer care development through significant experience working within a large public sector organisation ideally the care environment
• The previous management of a large team of staff including a responsibility for absence, performance, recruitment and performance etc or having a regular involvement at a supervisory level
• Knowledge of the safe use of equipment and systems following guideline of HACCP
• Practical experience of conducting quality audits to monitor client/ customer satisfaction
• IT literate – Microsoft Office
•  Knowledge of fire safety regulations
• Knowledge of lifting and handling procedures

What we offer:

• Up to 6% contributory pension.
• Annual leave in line with Agenda for Change Scotland
• Access to the Serco benefits portal offering discounts across major high street brands in Retail, Leisure & Hospitality.
• Health and wellbeing support for you and your family, including an Employee Assistance Programme, Health Cash Plans, free flu jabs, and more.
• Comprehensive career development opportunities, including role-specific training, leadership coaching, and formal study to support your growth with Serco.
• A safe, inclusive, and supportive culture.
• A company passionate about diversity and inclusion.

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.

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. 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.

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. We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.