Customer Support Team Leader

Customer Support Team Leader

Forth Valley Royal Hospital, Larbert, FK5 4EB

Full time – 36.2 hours per week – Monday to Friday

Salary - £28,011.00 - £30,230.00 depending on experience, plus Serco benefits.

Main Purpose:

The purpose of the job will be to provide support to the housekeeping and/or domestic teams within own area. Effectively deploy staff and resources to ensure a high quality of service delivery. Ensure hygiene standards within the domestic and catering environment are monitored and maintained. Assist the Customer Support Manager in areas relevant to training and experience.

Main Accountabilities: 

• Undertake a full and comprehensive range of domestic and/or housekeeping duties in the working area
• Responsible for delivery of Domestic services within the Departments
• Customer satisfaction and relationship building
• Effective communication with all levels of staff
• To direct and assist Domestic and Housekeeping staff within the Departments
• To control and monitor staff performance of duties
• Manage absenteeism and arrange cover as necessary
• Ensure staff are aware of roles and responsibilities
• Provide staff training
• Have knowledge of all current Hygiene and Health and Safety legislation and ensure staff are fully inducted.
• Ensure compliance with operational policies on H&S, COSHH and other statutory legislation.
• Report  hazards
• Responsible for stock control checks and suitable storage of materials in line with Health and Safety and COSSH.
• Assist in investigations under the control of the Customer Support Manager
• Prepare payroll data for Customer Support Manager authorisation
• Conduct return to work interviews.
• Deputise when Customer Support Manager not on site.
• Carry out housekeeping and/or domestic tasks as required.

What you will need for the role:

• Supervising other staff, monitoring work standards and team working essential.
• Institute of Leadership and Management, level 2 (ILM)
• Good communication skills.
• Shows initiative and self motivation.
• Awareness of service image.      
• Physically fit
• Energetic.
• Friendly.
• Reliable.
• Prepared to work unsociable hours.
• Attention to detail.
• Risk Assessment awareness      
• Flexible attitude to working times and methods.
• Customer focus
• Numerate/literate.
• BICSc training and assessor certificates
• Health and Safety Awareness
• Site Orientation and Corporate Induction
• Customer care
• Fire Safety

 What we offer 

• Up to 6% contributory pension scheme. 
• 25 days annual leave plus bank holidays. 
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, and more. 
• Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts. 
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion. 
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships. 
• Interesting and enjoyable work. 
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities. 

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.

Apply

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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.