Customer Service Manager

Role overview

Operations and contract delivery

• Manage sites so contracted and temporary hours are covered by trained officers.
• Deliver budget, service and customer requirements, improving efficiency through people, systems, technology and risk and data analysis.
• Support DWP management and maintain compliance with contract requirements and KPIs.
• Support emergency scheduling cover and participate in the weekend duty manager rotation.

People, compliance and customer issues

• Train and coach officers; oversee welfare, health and safety and duty of care.
• Manage recruitment, succession planning and vacancies to maintain coverage and service capability.
• Investigate incidents and complaints, identify causes, implement corrective actions and retain reports for audit.
• Visit Jobcentre Managers and Site Responsibility Officers as part of monthly site visits.
• Support QHSE initiatives and ensure officers comply with policy, legislation and regulatory requirements.

Candidate requirements

• Proven management experience and experience in customer-facing work with internal and external customers.
• Excellent communication, interpersonal, organisational and time-management skills; professional approach.
• Experience delivering customer service, working with SLAs and implementing action plans.
• Ability to create business improvement plans and maintain stakeholder relationships.
• Current frontline SIA licence and full UK driving licence.
• Knowledge of access control, CCTV and alarms; analytical, statistical and numeracy skills, with experience using data for improvement.
• Proven interviewing, selection and screening experience in line with BS7858 standards; ability to conduct investigations.

Work pattern and sites

• The role manages a portfolio of sites and includes monthly visits to Jobcentre Managers and Site Responsibility Officers.