Service Excellence Manager
4 weeks ago
We are seeking a highly skilled and experienced Service Excellence Manager to join our team at OCS Group. The successful candidate will be responsible for ensuring the smooth running of our site, in the absence of the Dual Service Manager.
About the RoleThis is a permanent, full-time position working on a variable shift rota, with 3 early shifts from 07:00 to 16:00, 3 late shifts from 15:00 to 00:00, and 3 days off, totaling 44 hours per week.
Key Responsibilities- Driving Service Excellence: Assist in driving service excellence standards throughout the team, ensuring all security and cleaning staff meet the required standards.
- Patient Monitoring: Carry out regular patrols of the shopping centre grounds to ensure a safe and secure environment.
- Site Management: Ensure the smooth running of the contract in the DSM's absence, identifying and escalating any issues as necessary.
- Team Performance: Monitor and evaluate team performance to ensure the delivery of excellent customer service meets the required standards.
- Communication: Maintain effective communication with the team, including providing clear guidance and direction.
- Cleaning Equipment: Ensure cleaning equipment checklists are completed regularly.
- Customer Service: Maintain a high standard of customer service delivery, interacting with customers, answering enquiries, and effectively handling complaints.
- Policies and Procedures: Understand and follow OCS's policies and procedures.
- Daily Reports: Ensure daily reports are complete and sent out each morning.
- Training: Develop a comprehensive training plan for new starters and identify areas for new training or skill checks on existing staff.
- SIA Licence: Hold a valid SIA licence.
- IOSH Qualification: Possess an IOSH qualification.
- Customer Care: Demonstrate high levels of customer care.
- Language Skills: Have a good command of English, both written and spoken.
- Experience: Bring prior experience in a similar role.
- COSHH and RIDDOR: Have prior working knowledge of COSHH and RIDDOR.
- IT Skills: Be confident in using Microsoft Word and Excel.
- First Aid: Hold a First Aid at work certificate.
- Customer Service Training: Possess Customer Service Training, such as World Host or a similar course/qualification.
- Cleaning Experience: Have experience in a cleaning role.
- Influencing and Relationship Management: Possess highly developed influencing and relationship management skills.
- Decision Making: Be able to act decisively and remain calm under pressure.
- Networker: Be an effective networker and relationship developer.
- Business Initiatives: Be able to champion, support, and deliver business initiatives.
- Report Writing/Presentation: Possess report writing and presentation skills.
- Independence: Be able to work unsupervised and take responsibility.
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