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Central Support Team Lead

2 months ago

Larbert, Falkirk, United Kingdom Serco Full time

Main Purpose:

A key member of the Central Support Team, working closely with the Central Support Manager, ensuring needs are met within the contractual framework on all aspects of the Central Support services. The main responsibilities include, customer relationship building, management of customer expectations, problem solving and dispute resolution at all levels, is pivotal in this role. The Assistant Central Support Manager will provide feedback to the Central Support Team, in relation to their performance and service levels. Diplomacy and negotiation skills are essential in carrying out this aspect of the role.

Main Accountabilities:

  • Investigating client complaints, implementing action plans, monitoring improvements, and providing comprehensive written reports.
  • Establishing and reviewing working procedures within each area to ensure the requirements of all relevant legislation are fully met.
  • Assisting with analysing data on service delivery and performance.
  • Maintain all required records and paperwork are completed in line with Health and Safety, Quality and Serco and Board policies and procedures.
  • Collate / reporting information relating to failed jobs.
  • Produce reports as required by departmental managers.
  • Monitor and report on operational colleagues' workload.
  • Ensure all records are kept accurately and timeously.
  • Data input.
  • Mainly office based with some movement to around the building.
  • The job holder will be required to spend considerable time in an office environment using a computer.
  • Input data for a significant time each day.

Requirements:

  • Educated to a Diploma, working towards Degree Level [or equivalent experience]
  • NVQ Level 2 in relevant Health and Safety subject.
  • Basic Certificate in Health and Safety NVQ Level 2 in supervisory management.
  • Experience in customer care development/Health Care through significant experience working within a large public sector organisation ideally the care environment.
  • The previous management of a large team of colleagues including a responsibility for absence, performance, recruitment, and performance etc or having a regular involvement at a supervisory level.
  • 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.
  • SIA Licence

What we offer:

  • Up to 6% contributory pension scheme.
  • Agenda for Change Scotland Benefits.
  • 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.