Customer Service Operations Manager
1 month ago
As a Customer Service Operations Manager at Apcoa Parking, you will be responsible for ensuring the smooth delivery of our contract. You will work closely with the management team to ensure all operational conditions and service level agreements are met.
Key Responsibilities:
- Assist the Customer Service Manager in ensuring the contract is delivered to the required standards.
- Conduct disciplinaries and grievances within the contract, ensuring all processes are followed in line with company policy.
- Manage resources, including staff deployment, to ensure contractual requirements are met.
- Monitor and report on Key Performance Indicators to the Contract Manager, identifying trends and instigating remedial action where necessary.
- Develop, coach, and monitor the supervisory team in relation to cost control, supervisory skills, Health & Safety, and environmental issues.
- Set objectives, conduct appraisals, and identify training needs for operational staff.
- Monitor and manage staff absence and lateness.
- Monitor budget and contract spend in relation to uniform, stationery, and other supplies, ensuring effective cost control.
Requirements:
- Minimum 36 months management experience gained within the last 3 years at Team Manager or equivalent level, managing a team of supervisors or equivalent grade or above.
- Strong people management skills, including coaching, training, and recruiting skills.
- Experience of monitoring KPIs and preparing reports.
- Experience of dealing with disciplinary issues, with a good understanding of policy and procedure.
What We Offer:
- 28-30K per annum DOE.
- Pension Scheme.
- 28 days annual leave, including 8 Bank Holidays.
- Training and Promotion.
- Employee Discount Scheme.
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