Customer Service Manager

Job objectives and responsibilities

The Customer Service Manager (CSM) will own operational delivery to a portfolio of sites within a Region, through Site Security Plans (SSPs) which recognize site-specific nuances, service requirements, and vulnerabilities identified through the risk assessment process, resource planning, recruitment, individual performance management, and HR matters.

The CSM will be responsible for

• To maintain and promote the Mitie brand and reputation by providing an industry leading security provision
• Maximize the efficiency and sustainability of the contract through the convergence of people, systems and technology to deliver intelligence led services based upon risk and data analysis
• Effectively manage a designated portfolio of sites, ensuring that all contracted and temporary hours are fulfilled by trained officers to the complete satisfaction of those sites/clients
• To support the partnership with the DWP Management team to deliver the security provision on the DWP contract
• Contribute to the success of the DWP contract by ensuring that all officers receive effective training and continuous on-going colleague coaching
• To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through
• To ensure all Officers on the Site portfolio fully understand and comply with, all aspects of Mitie Policy relevant to legal and regulatory requirements
• Supporting DWP and Mitie QHSE initiatives and compliance with policy and legislation
• The reporting and investigation of incidents and the identification of their causes. Ensure corrective actions are implemented and retain for audit purposes
• Ensuring all Mitie obligations relating to Officer Welfare, Health and Safety and Duty of Care are always observed
• Ensure Jobcentre Managers (JCMs) and Site Responsibility Officers (SROs) are visited when completing monthly visits
• Ensuring all customer complaints are recorded and fully investigated in accordance with DWP & Mitie processes and all reports are retained and forwarded to the relevant parties and within the specified KPI turnaround timescale
• Ensure any complaints leading to Disciplinary & Grievances are dealt in line with Company processes
• Ensure that any meetings leading to Fast Tracks are undertaken with the DWP
• Ensure all contractual requirements and KPI's are met and are in keeping with the customer's expectation
• Ensure DWP's SCC are supported with any emergency scheduling cover requests
• Ensure all officers are using the automated booking on & off system for their duty shift times
• Ensure Daily Recs & Weekly processes on Workplace Plus are completed in a timely manner
• Ensuring all vacancies are advertised with the appropriate agencies and maintain establishment to deliver the coverage KPI specified by the customer
• Managing recruitment and succession planning to ensure that the Site portfolio has the capability to deliver consistent high levels of service
• Undertake the roles and responsibilities of the duty manager by participating in the rotation of the DWP weekend working schedule
• Ensuring understanding and demonstrate implementation of the Mitie values and bring to life – “The exceptional, Every day”
• Take active steps to maintain communication and recognise achievement and develop the Mitie Community
• That all direct reports take part in a structured monthly face to face visit. (Review timings & locations)
• On occasions there may be a requirement to deal with CCTV footage downloads that cannot be done centrally

Person Specification

The successful candidate will have proven work experience within a management role and experience of working in a customer facing environment and dealing directly with internal and external customers. Excellent communication and interpersonal skills are an essential part of the role. They will need to demonstrate the following:

• Excellent organisational and time management skills
• Confident and professional working approach and appearance
• Demonstrable experience of delivering high quality customer service
• Good understanding of SLA's and implementing Action plans
• Ability to create, build and deliver business improvement plans
• Ability to create and maintain good working relationships both internally and externally with all stakeholders at all levels of the business
• Hold and maintain a current frontline SIA license
• Understanding of physical security technology including access control, CCTV and alarms
• Possess analytical, statistical and numeracy skills with attention to detail and acute observation and listening ability
• Comfortable interpreting numbers and actively using data to advise on business improvements
• Proven record of interviewing, selecting and screening applicants in line with required BS7858 standards
• A Full UK Driving licence
• The ability to conduct both internal and external investigations to a successful and professional conclusion
• Flexible approach to working hours and the willingness to travel
• Exceptional verbal and written communication skills
• Ability to work individually and as part of a team
• Resilient and tenacious with a ‘can do' approach
• Flexible and adaptable
• Literate, numerate and IT skills to medium level user
• Be willing to work towards, if not already held, a management apprenticeship as is deemed appropriate for personnel development

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
• Use all work equipment and personal PPE properly and in accordance with training received
• Report any issues or training needs to your Line manager and / or via your divisional incident reporting system
• Stay alert to any threats or changes within the work environment to take the appropriate action to reduce the chance of disruption, loss, or damage.

Information Security

• Ensure compliance with Mitie's information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents;