Support Services Manager

Location: Hertfordshire AL4 9XR
Pay: £33,000 Annually, plus Veolia benefits
Hours: 40 hours a week

What We Can Offer You

• 25 days of annual leave
• Access to our people’s pension scheme
• Free physiotherapy service
• Discounts on everything from groceries to well known retailers
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
• 24 hour access to a virtual GP, 365 days a year, for you and family members in your household
• Ongoing training and development opportunities, allowing you to reach your full potential
• Stream - Employee financial wellbeing support: early access to your earned pay, savings, budgeting, financial coaching & rewards

What You'll Be Doing

• Provide support to the senior management team as and when required including: analysing data, report writing and project work
• Provide an effective support service to the Contract including: the direct management of the Contact centre, providing timely information and reports as required and ensuring contractual obligations on the contact centre are met
• Ensure the provision of an effective support service and the management of the depot’s core administrative systems and procedures providing accurate and timely information as requested
• Manage, maintain and monitor systems for customer complaints, ensuring they are resolved in a timely manner by liaising with operational managers and ensuring they are resolved to the satisfaction of all parties
• Deliver resolution to queries for all Customers within agreed SLA (Service Level Agreement)
• Manage the reception, ensuring correct booking in and out procedures
• Manage, motivate, retain, develop and train an appropriately skilled team to be able to create a customer service environment where teamwork, empowerment and trust are encouraged
• Forecast and plan the Contact center team's workload establishing key targets and resources as required, including management of staff holidays
• Build strong relationships with both internal and external customers
• Managing communications with external customers including emails, letters and telephone enquiries within given timescales and in line with corporate processes and guidelines
• Administration of the Clients and Contracts various IT Systems
• Ensure accurate recording of data, supporting the development of customer management systems. (ECHO)
• Develop and maintain databases for services, the client and contract, ensuring accurate and timely data is recorded
• Liaise with the Client as and when necessary to enable effective service provision and provide assistance with service enquiries
• Make decisions relating to operational service issues where required
• Manage and process payroll for the contract including overtime, annual leave and sickness recording
• Responsible for all financial transactions, including handling and managing cash, cheques, credit/debit card transactions, raising invoices, purchase orders, taking payments, issuing refunds and keeping accurate records of transactions
• Ensure the team comply with Veolia’s financial and contractual procedure rules
• Continual review and improvement of all processes within the department, amending processes where necessary for efficiency and creating and communicating new processes where required
• Liaise with telecoms helpdesk team/external service providers and client contact center relating to issues with service provision
• Adherence to Health and Safety procedures
• Any other duties that may deem necessary to the role