Customer Service Manager in London

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
• Maximise 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;
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