Head of Customer Operations

3 months ago

Glasgow, United Kingdom Atalian Servest Full time

**Job Reference: /KC/27-06/894/27**

**Job Title: Head of Customer Operations - Technical Services**

**Location: Glasgow**

**Salary: Competitive**

**Contract: Permanent**

**Hours per week: Variable shift rota - 37.5 hours per week**

**Business Overview**

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

**Job Overview**

We are currently recruiting for Head of Customer Operations - Technical Services to join our passionate and driven team based at our client’s site in Glasgow.

**Benefits**
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to “CHROMA”, our internal colleague-led diversity and inclusion community - join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to “Opportunity” our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards

**Key Responsibilities**:

- Lead support and inspire a team of Helpdesk to achieve success.
- Support the mobilisation of new contracts as a streamlined helpdesk approach.
- Strategic management of the dedicated helpdesk team to ensure high levels of customer service, resource management & service delivery.
- Carry out a review of the current helpdesk facility to develop a programme of improvements for greater effectiveness and enhanced customer experience.
- Ensure Helpdesk service is delivered in line with Technical Services business processes.
- Set up customer forums and attend with a view to understanding existing experiences and suggest and bring ideas for improvement to life.
- Exceed client expectations in the delivery of the Helpdesk Operational services.
- Lead effective communications with the operations and client teams.
- Ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
- Effective tasking and direction of the engineering workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPI’s.
- Work in conjunction with the Operations Managers, Account Managers to ensure seamless management of contracts.
- Analyse data from Helpdesk reports understand trends and patterns and present findings at monthly meetings
- Act as a key point of contact for the engineering workforce and subcontractors.
- Ensure administrative upkeep of information management systems at all times, including contract files.
- To provide contract information on a monthly basis to Operations Directors & Managers/Account Managers for contract reports.
- Take health and safety into consideration during all work with support from management.
- Ensure compliance with Atalian Servest AMK Limited Quality Management System and be instrumental in implementing the procedures and instructions with particular attention to the areas of responsibility listed on the document.

**About You**:

- **_ Applicants must have the right to work in the UK_**:

- Experience managing large helpdesk operations.
- Extensive leadership and management skills, including the ability to influence outcomes and motivate a team.
- CAFM system experience in systems such as Concept, Maximo etc.
- A meticulous eye for detail.
- Capable of operating in a pressurized fast-paced environment.
- Calm and methodical approach.
- Experience of leading change and driving change awareness within a complex and geographically dispersed organisation.
- A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
- Solid experience of the principles of operational excellence and how to ensure new services and ways of working are successfully implemented and embedded.
- Excellent communication skills including presentation and written report writing.
- Good PC skills, including advanced Excel, MS Teams, and SharePoint.
- A self-motivated person who is target driven and possesses the ability to work on their own initiative.
- Excellent communication and interpersonal skills.

**How to apply**

If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500

  • Head of Operations

    5 days ago

    Glasgow, Glasgow City, United Kingdom University of Strathclyde Full time

    Job Summary:We are seeking a highly visible and inspirational Head of Operations to lead the delivery of our Advanced Net Zero Innovation Centre (ANZIC) facility. As a key member of our team, you will work closely with the Senior Responsible Officer (SRO) to grow the operations, teams, and business impact of this significant investment.About the Role:Lead...

  • Cybersecurity Operations Manager

    2 weeks ago

    Glasgow, United Kingdom Head Resourcing Full time

    Cybersecurity Operations Manager Location: Glasgow - Hybrid Salary: Up to £75,000 + Benefits Head Resourcing is seeking a skilled Cybersecurity Operations Manager to join a prominent facilities management organization in Glasgow. In this pivotal role, you will spearhead the execution, enhancement, and management of a comprehensive suite of security...

  • Information Security Operations Leader

    3 weeks ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Information Security – Operations Leader Competitive Salary + BenefitsHead Resourcing is excited to partner with a leading organization in the technology sector as they seek to appoint an Information Security Operations Leader. This role is pivotal in enhancing the security posture of the organization by overseeing the operational aspects of their cyber...

  • Cyber Security Operations Manager

    5 days ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Job Opportunity Cyber Security Operations Manager PositionHead Resourcing is pleased to be working with a leading organization as they seek a Cyber Security Operations Manager to join their team. This role will play a critical part in ensuring the organization's Cyber Security teams can identify, detect, and respond to all security alerts generated from...

  • Cyber Security Operations Manager

    2 days ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Job Opportunity Cyber Security Operations Manager PositionHead Resourcing is pleased to be working with a leading organization as they seek a Cyber Security Operations Manager to join their team. This role will play a critical part in ensuring the organization's Cyber Security teams can identify, detect, and respond to all security alerts generated from...

  • Head of Operations

    3 months ago

    Glasgow, United Kingdom University of Glasgow Full time

    **Job Purpose** Inspire and lead the operations team to consistently deliver sport and active wellbeing services and other key strategic priorities that contribute to an outstanding customer experience. The postholder will be a member of the Senior Leadership Team (SLT) expected to promote UofG Sport as a core part of the student experience, champion change,...

  • Cyber Security Operations Manager

    1 month ago

    Glasgow, United Kingdom Head Resourcing Full time

    Cyber Security - Operations Manager Glasgow - hybrid working - £70,000 + benefits (10% annual bonus + Company Car) Head Resourcing are pleased to be working with one of Scotland's biggest success stories as they look to hire a Cyber Security Operations Manager. Our client is headquartered in Glasgow with state-of-the-art office facilities; however,...

  • Cyber Security Operations Manager

    1 day ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Cyber Security Operations Manager Job DescriptionAbout the RoleHead Resourcing is seeking a highly skilled Cyber Security Operations Manager to join one of Scotland's leading companies. As a key member of the Cyber Security team, you will play a critical role in ensuring the organization's ability to identify, detect, and respond to all security alerts...

  • Cyber Security Operations Manager

    23 hours ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Cyber Security Operations Manager Job DescriptionAbout the RoleHead Resourcing is seeking a highly skilled Cyber Security Operations Manager to join one of Scotland's leading companies. As a key member of the Cyber Security team, you will play a critical role in ensuring the organization's ability to identify, detect, and respond to all security alerts...

  • Head of Customer Operations

    3 months ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Reference: /KC/28-11/1023/9** **Job Title: Head of Customer Operations - Technical Services** **Salary: Competitive** **Working Hours: 08:00 - 16:30 - 37.5 hours per week** **Location: Glasgow** **Business Overview** Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management...

  • Head of Customer Operations

    3 months ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Job Reference: /KC/29-06/894** **Job Title: Head of Customer Operations - Technical Services** **Contract: Permanent, Full-Time** **Location: Glasgow** **Business Overview** Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone...

  • Cyber Security Operations Manager Manager

    1 week ago

    Glasgow, United Kingdom Head Resourcing Full time

    Cyber Security – Operations Manager Glasgow – hybrid working – £74,000 + benefits (10% annual bonus) Head Resourcing are pleased to be working with one of Scotland’s biggest success stories as they look to hire a Cyber Security Operations Manager. Our client is headquartered in Glasgow with state-of-the-art office facilities; however, they...

  • Cyber Security Operations Manager Manager

    3 weeks ago

    Glasgow, United Kingdom Head Resourcing Full time

    Cyber Security – Operations Manager Glasgow – hybrid working – £74,000 + benefits (10% annual bonus) Head Resourcing are pleased to be working with one of Scotland’s biggest success stories as they look to hire a Cyber Security Operations Manager. Our client is headquartered in Glasgow with state-of-the-art office facilities; however, they...

  • Cyber Security Operations Manager

    3 days ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Cyber Security Operations ManagerJob Summary:Head Resourcing is seeking a highly skilled Cyber Security Operations Manager to join one of Scotland's biggest success stories. As a key member of the Cyber Security team, you will play a critical role in ensuring the organization's ability to identify, detect, and respond to all security alerts generated from...

  • Cyber Security Operations Manager

    3 days ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Cyber Security Operations ManagerJob Summary:Head Resourcing is seeking a highly skilled Cyber Security Operations Manager to join one of Scotland's biggest success stories. As a key member of the Cyber Security team, you will play a critical role in ensuring the organization's ability to identify, detect, and respond to all security alerts generated from...

  • Head of Customer Care

    3 months ago

    Glasgow, United Kingdom Powerhouse Fitness Full time

    At Powerhouse Fitness, we have an excellent opportunity for a Head of Customer Care to join our Customer Care Team at our Head Office, based in Rutherglen. As part of the senior management team in the UK, you need to cascade and locally manage Company strategy. Create and maintain a team vision and engage and inspire. You will be accountable for the end to...

  • Cyber Security Operations Manager

    1 month ago

    Glasgow, United Kingdom Head Resourcing Full time

    Cyber Security - Operations Manager Glasgow - hybrid working - £70,000 + benefits (10% annual bonus + Company Car) Head Resourcing are pleased to be working with one of Scotland's biggest success stories as they look to hire a Cyber Security Operations Manager. Our client is headquartered in Glasgow with state-of-the-art office facilities; however, they...

  • Cyber Security Operations Manager

    6 days ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Cyber Security Operations ManagerGlasgow-based company seeks a Cyber Security Operations Manager to lead their security teams in identifying, detecting, and responding to security alerts.Head Resourcing is pleased to be working with a leading company in Scotland as they look to hire a Cyber Security Operations Manager. The company supports hybrid working...

  • Cyber Security Operations Manager

    3 days ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Cyber Security Operations ManagerGlasgow-based company seeks a Cyber Security Operations Manager to lead their security teams in identifying, detecting, and responding to security alerts.Head Resourcing is pleased to be working with a leading company in Scotland as they look to hire a Cyber Security Operations Manager. The company supports hybrid working...

  • Cyber Security Operations Manager

    6 days ago

    Glasgow, Glasgow City, United Kingdom Head Resourcing Full time

    Job OverviewHead Resourcing is seeking a highly skilled Cyber Security Operations Manager to join one of Scotland's biggest success stories. This is a critical role that will play a key part in ensuring the company's Cyber Security teams can identify, detect, and respond to all security alerts generated from their information systems.The successful candidate...