Customer Support Manager

Role overview

Service leadership and performance

• Provide feedback on departmental performance and service levels; plan and deliver domestic services.
• Manage service-user and delivery-team interfaces and liaise with customers, senior managers, and external parties.
• Investigate client complaints, implement action plans, monitor improvements, and report to management, clients, and customers.
• Manage complex service issues and projects, resolve performance issues, achieve KPIs, and agree improvement plans.

People, compliance, and resources

• Manage HR processes including absence, performance, investigations, disciplinary matters, appeals, recruitment, staff development, and training.
• Ensure contract compliance and develop and review policies and procedures against legislation and contractual obligations.
• Apply health and safety and food hygiene requirements, including safe equipment use and relevant procedures.
• Manage an annual budget of approximately £5.5 million, procurement, and monitoring of cost, quality, wastage, income, and expenditure.

Candidate qualifications and experience

• Diploma level education, working towards degree level, or equivalent experience; Basic Certificate in Health and Safety and NVQ Level 2 in supervisory management.
• Significant customer care development experience in a large public sector organisation, ideally in a care environment.
• Experience with a large delegated budget, healthcare, facilities management, and management of a large staff team.
• Practical quality-audit experience and IT literacy, including Microsoft Office.
• Knowledge of HACCP, COSHH, fire safety regulations, and lifting and handling procedures.

Schedule

• Full time, permanent, 39 hours per week, Monday to Friday, with some weekend working expected.

Salary

• Salary is £46,000–£49,000 per annum.

Work location

• Based at Forth Valley Royal Hospital in Larbert.

Benefits

• Benefits include 25 days' holiday plus bank holidays, a contributory pension, training and progression opportunities, wellbeing support, and retail discounts.