Service Support Manager

MITIE GROUP PLC ,
Uttoxeter, Staffordshire
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Overview

Job Description

Main Duties Manage operations - maintain quality of services to customer * Detailed understanding on business needs * Timely client visits as required to maintain effective relationships and to discuss services provision. Get customers to give written comment on standards. Carry out Q Audits on all sites each month an submit on time * Carry out cleaning and safety inspections on site, at intervals stated in the Cleaning Quality Plan and in the RAG Audit Book. Deal with non-conformities as a matter of urgency. Document and put into action rectification plan and monitor * Respond to all helpdesk tasks within agreed KPI's * Identify and agree "one-offs" and additional requirements with clients/ customer. Complete a once-off sales order. * Deal with customer complaints or concerns within 24 hours * Observe all client and company statutory fire and safety regulations and promote good safety habits. Follow the advice in the Mitie Cleaning Health & Safety Booklet * Conduct risk assessments in line with policy, completing and ensuring correct storage of relevant paperwork * Ensure the Contract Cleaning Specification is adhered too * Inform the client of other MITIE Group Disciplines * Liaise with subcontractors * Ensure the KPI is achieved * Ensure familiarity with the QHSE policy and duties as an individual and manager as part of that policy * Ensure no portfolio losses due to poor service Manage finance - Control resources to achieve quality of service whilst keeping within the budget * Check and request materials and equipment within budget through the Branch Office, monthly/four weekly * Ensure that plant, equipment and PPE is checked and replaced or repaired as necessary. Record on the "Health & Safety Audit and equipment record card * Complete time sheets and calculate wages. Ensure wage budgets are not exceeded. * Agree op centre target with line manager. * Where applicable, visually check that company vehicles are being used and maintained in the correct and proper manner * Promotion of all Mitie Service lines * Control of labour and costs spend by period and by year * Ensure that payroll information is correct Manage People - recruit, lead and develop the team * Monitor and fill vacancies in a timely manner * Recruit staff using company procedures. Maintain staff numbers at the agreed level * Induct new and transferred staff in line with company policies and procedures * Regularly review the training and development needs of individuals. Carry out appraisals where appropriate * Provide on-site training and support for staff. * Prepare work schedules and periodic plans * Ensure Mitie staff adhere to all site rules and maintain a smart appearance including the wearing of uniforms * Address and carry out required processes in relation to sickness absence, disciplinaries and grievances as required * Monitor labour turnover, absenteeism and cleaner standards Manage information * Maintain: * Contract files * Ensure team members undertake relevant training for their roles * Site communication book * Site packs * A/L records through workplace + * Attend monthly meetings to review the performance on contracts * Carry out regular Team Briefings with team members Manage Yourself * Manage own time effectively. Weekend working required * Co-operate with requests from clients and managers and respond to requests for assistance when necessary * Attend appropriate training sessions Qualifications: Good organisational and time management skills with the ability to be flexible Strong customer/client focused attitude Strong interpersonal skills and the ability to build good working relationships Customer relationship and dispute management skills Good verbal, IT and written communication skills Approachable for team members and client People Management, development and leadership skills Ability to work individually and as part of a team Support the business as required by the ROMs and regional directors

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