Service Support Manager job in Tamworth at Mitie

Service Support Manager

Company: Mitie

Location: Tamworth UK

Date Posted:Oct 26, 2017

 Document ref:MG(F)528Version no:07Page no:         1 / 4 Job description template Company name:   Environmental + (MITIE Cleaning, Environmental and Support Services) Job Title:    Service Support Manager Reporting to: Regional Operations Manager   Our values and behavioursAn individual’s belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.   Job objectives and responsibilitiesTo ensure that contracts are run safely and efficiently to the required standard.  To liaise with clients and monitor site operationsRegular communication with clients or their representatives.  Opportunity for clients to "air their views" on MITIE's service.Branch Manager and Store Management receives reports showing non-conformances and remedial action taken.Continuation of Service Levels and all helpdesk calls closedWork additional to specification is agreed with client, documented, actioned and costs recovered.Clients complaints and concerns are investigated and rectified swiftly.  Action is recordedAchieve a positive safety culture on sitesHazards and risks are assessed prior to work commencing.Contracts are managed in line with specificationA wider range of MITIE services are provided to clientsSubcontractors provide a quality serviceStores are managed in line with the specification and contractCompliant with policy and safe working environment for all MITIE StaffAdequate materials and equipment on siteRisk of accidents involving plant, equipment & PPE is reducedAccurate wage details are received by administrative staff fortnightlyProgress against target is monitored each four-weekly periodCompany vehicles are clean and well maintainedThe financial value of contracts is increasedAppropriate numbers and calibre of staff availableCompetent staff, able to cover a range of site activitiesTraining is planned to meet the needs of staffHigh standards of conduct and performanceWork carried out matches the specification and store requirements. Also matches the trading requirements taking into account seasonal variationsQuality company image is portrayed by site based staffStaff support each other and the companyHigh standards of conduct and performance are maintainedDocuments that affect the quality of work are controlled and filed for easy referencePotential problems on sites are minimised, progress is monitored, financial forecast is reviewedStaff have all the necessary information to perform wellWork is completed within deadlinesGood flexible working relationships with everyone working towards the same objectives.Agreement with Regional Manager of a Personal Development Main dutiesManage operations – maintain quality of services to customerVisit clients at least once per period/ per week to discuss services provided.  Get customers to give written comment on standardsCarry 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 monitorRespond to all helpdesk tasks within agreed KPI’sIdentify and agree "one-offs" and additional requirements with clients/ customer.  Complete a once-off sales order.Deal with customer complaints or concerns within 24 hoursObserve all client and company statutory fire and safety regulations and promote good safety habits.  Follow the advice in the MITIE Cleaning Health & Safety BookletWhen trained, carry out risk assessments and complete MG(F)16 and MG(F)215/01Ensure the Contract Quality Plan and Contract Resource Sheet are adhered to.Inform the client of other MITIE Group DisciplinesLiaise with subcontractorsEnsure the KIP is achievedFollow your advice in your wellbeing. Ensure you are fully aware of your responsibility via QHSE Policy Manage finance – Control resources to achieve quality of service whilst keeping within the budgetCheck and request materials and equipment within budget through the Branch Office, monthly/four weeklyEnsure that plant, equipment and PPE is checked and replaced or repaired as necessary.  Record on the "Health & Safety Audit and equipment record cardComplete 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 mannerContinually look for opportunities to introduce add on services, e.g. consumables, window cleaning, etc Manage People – recruit, lead and develop the teamRecruit staff using company procedures.  Maintain staff numbers at the agreed levelInduct new and transferred staff in line with MC(F)29, MC(F)083Regularly review the training and development needs of individuals.  Carry out appraisals where appropriateProvide on-site training and support for staff.Prepare work schedules and periodic plansEnsure MITIE staff obey all site rules and maintain a smart appearance including the wearing of uniformsMaintain good team spiritWhen necessary, discipline staff in accordance with the company's disciplinary procedure Manage informationMaintain:- Contract files- Personnel files- Training records- Site communication book- Site packs- A/L recordsAttend monthly branch meetings to review the performance on contractsCarry out regular Team Briefings with own staff Manage YourselfManage own time effectively. Weekend working requiredCo-operate with requests from clients and managers and respond to requests for assistance when necessaryAttend appropriate training sessions  Person SpecificationGood organisational and time management skillsStrong customer/ client focused attitudeStrong interpersonal skills and the ability to build good working relationshipsCustomer relationship and dispute management skillsGood verbal and written communication skillsApproachable for team members and clientPeople Management, development and leadership skillsAbility to work individually and as part of a team Working within the Mitie values and behavioursPeople Mitie is a people business. It’s our people, and their drive to do their jobs to the best of their ability that makes us different.Excel - We work with each other to achieve the best for our clients and our colleagues. We take pride in our roles and are committed to building great relationships with everyone we work with. We treat all colleagues with respectWe challenge people when they don’t do the right thingWe welcome advice from anyone that might improve what we doWe are open and honestWe think safety and always follow rules for safe workingWe work with each other to achieve the best for clients and for MITIEWe share information to help colleagues succeedWe build great relationships Our first response to requests will always be positiveWe look out for each other, never walking by unsafe actions or situations Inspire - We support and encourage those around us to succeed at everything they do. We do good things for each other, the environment and the communities in which we work. We support and encourage each other to develop We lead by exampleWe set clear expectationsWe listen to and learn from othersWe learn from mistakes and incidents to prevent recurrenceWe do good things for each other, the environment and the communityWe appreciate diversity and encourage it We demonstrate team spiritWe are committed to doing things better and setting new standards in all that we doWe take pride in what we do and have fun doing itWe celebrate success and say thank you Challenge - We give it everything we’ve got and constantly bring new ideas to the table. We embrace new thinking and technologies to help our clients and colleagues change the way they live and work. We bring new ideas to the way we do thingsWe are willing to try new thingsWe encourage and support innovationWe consider things from other peoples’ points of viewWe embrace new thinking and technologiesWe build health & safety into everything we do Health and Safety responsibilitiesFollow 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;  NoteThis job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business. © Mitie 2014  |Geographic Extent: Global  |Classification: Mitie confidential when complete View full job description
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