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Support Services and Security Assistant Manager
3 months ago
As an integral part of the Central Support Team, you will collaborate closely with the Central Support Manager to fulfill the obligations outlined in the contractual framework concerning all facets of Central Support services. Your role will encompass building customer relationships, managing expectations, resolving issues, and addressing disputes at all levels. The Assistant Central Support Manager will also offer constructive feedback to the Central Support Team regarding their performance and service quality.
- Conducting thorough investigations into client grievances, implementing effective action plans, tracking improvements, and delivering detailed written reports.
- Establishing and evaluating operational procedures to comply with relevant legislative requirements.
- Assisting in the analysis of data related to service delivery and performance metrics.
- Maintaining essential records and documentation in accordance with Health and Safety, Quality, and organizational policies.
- Gathering and reporting information pertaining to unsuccessful jobs.
- Generating reports as requested by departmental managers.
- Monitoring and providing insights on the workload of operational colleagues.
- Ensuring precise and timely record-keeping, including data entry tasks.
- This position is primarily office-based, with some movement around the facility.
- Significant time will be spent in an office setting utilizing a computer for data entry.
Role Requirements:
- Educational background at a Diploma level or equivalent experience.
- Experience in customer service enhancement, particularly within a large public sector organization.
- Prior experience overseeing a sizable team, including responsibilities for recruitment, performance management, and absence oversight.
- Hands-on experience conducting quality audits to assess client/customer satisfaction.
- Proficient in IT with a solid understanding of Microsoft Office applications.
- Familiarity with fire safety regulations, lifting and handling protocols, and possession of an SIA License.
Benefits Offered:
- Participation in a contributory pension scheme.
- Access to Agenda for Change Scotland Benefits.
- Wellness benefits, including an Employee Assistance Programme and additional offerings.
- Exclusive discounts and deals on a variety of products and services.
- A supportive team environment and company culture that emphasizes diversity and inclusion.
- Company discounts on entertainment, online shopping, mobile plans, and leisure memberships.
- Opportunities for professional and personal growth through training and coaching initiatives.
