Customer Support Team Leader

Customer Support Team Leader
Full time/5 over 7 days/ backshift pattern 
Forth Valley Royal Hospital, FK5 4EB
Salary: Competitive plus benefits

Serco is looking for a Customer Support Team Leader. 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 returns to work interviews.
• Deputise when Customer Support Manager not on site.
• Carry out housekeeping and/or domestic tasks as required.

What you will need to do 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.    
• Prepared to work unsociable hours.
• Attention to detail.
• Risk Assessment awareness    
• Flexible attitude to working times and methods.
• Numerate/literate.
• BICSc training and assessor certificates
• Health and Safety Awareness
• Site Orientation and Corporate Induction
• Fire Safety

Emotional Demands of the Job

• In such an environment there can be many emotional/mental demands when interacting with people within the work area. 
• Concentration required for administrative duties
• Occasional exposure to distressing or emotional circumstances
• Staff required to work to strict timescales
• Worry of receiving needle stick injury.

Physical Demands / Skills of the Job

• The post holder will be multi skilled and safe use of a wide range of equipment
• All tasks require some form of physical effort. All staff will be trained in the correct way of carrying out each task safely and efficiently.
• The post holder will be required to be mobile for most of their daily working pattern
• Good dexterity required

Environment

• Occasional exposure to unpleasant working conditions, such as bodily fluids. Exposure to dust/dirt unpleasant odours
• Cleaning of sanitary areas
• Occasional exposure to verbal aggression, rare exposure to physical aggression.

What we offer

• Salary:  salaries with annual reviews
• Pension: Up to 6% contributory pension scheme
• Holidays: 25 days annual leave
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships,
• mentoring opportunities, and a focus on internal progression
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme

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. 

Apply
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 Gold 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.