Service Support Manager job in Rochdale at Mitie

Service Support Manager

Company: Mitie

Location: Blackpool UK

Date Posted:Dec 29, 2017

Job DescriptionCompany name:MITIE Cleaning & Environmental ServicesJob Title:Account ManagerReporting to (position)Regional Account Manager/ Head of Operations  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 responsibilities·         To ensure that contracts are run safely and efficiently to the required standard.  To liaise with clients and monitor site operations·         Regular communication with clients or their representatives.  Opportunity for clients to "air their views" on MITIE's service·         Branch Manager receives reports showing non-conformances and remedial action taken·         Work additional to specification is agreed with client and costs recovered·         Clients complaints and concerns are investigated and rectified swiftly.  Action is recorded·         A positive safety culture on sites·         Hazards and risks are assessed prior to work commencing·         Contracts are managed in line with specification·         A wider range of MITIE services are provided to clients·         Subcontractors provide a quality service·         Adequate materials and equipment on site·         Risk of accidents involving plant, equipment & PPE is reduced·         Accurate wage details are received by administrative staff fortnightly·         Progress against target is monitored each four-weekly period·         Company vehicles are clean and well maintained·         The financial value of contracts is increased·         Appropriate numbers and calibre of staff available·         Competent staff, able to cover a range of site activities·         Training is planned to meet the needs of staff·         High standards of conduct and performance·         Work carried out matches the specification·         Quality company image is portrayed by site based staff·         Staff support each other and the company·         High standards of conduct and performance are maintained·         Documents that affect the quality of work are controlled and filed for easy reference·         Potential problems on sites are minimised, progress is monitored, financial forecast is reviewed·         Staff have all the necessary information to perform well·         Work is completed within deadlines·         Good flexible working relationships with everyone working towards the same objectives·         Agreement with Regional Manager of a Personal Development Plan Main dutiesManage Operations – Maintain quality of services to customers·         Visit clients at least once per period to discuss services provided.  Get customers to give written comment on standards·         Carry out cleaning and safety inspections on site, at intervals stated in the Cleaning Quality Plan.  Deal with non-conformities as a matter of urgency·         Identify and agree "one-offs" with clients.  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·         When trained, carry out risk assessments and complete MG(F)16·         Ensure the Contract Quality Plan and Contract Resource Sheet are adhered to·         Inform the client of other MITIE Group Disciplines·         Liaise with subcontractors 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"·         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·         Continually look for opportunities to introduce add on services, e.g. consumables, window cleaning, etc Manage People – Recruit, lead and develop the team·         Recruit staff using company procedures.  Maintain staff numbers at the agreed level·         Induct new and transferred staff in line with MC(F)29.·         Regularly review the training and development needs of individuals.  Carry out appraisals where appropriate·         Provide on-site training for staff·         Prepare work schedules·         Ensure MITIE staff obey all site rules and maintain a smart appearance including the wearing of uniforms·         Maintain good team spirit·         When necessary, discipline staff in accordance with the company's disciplinary procedure Manage Information - Access, organise, store and use information to control contracts·         Maintain:-  Contract files-  Personnel files-  Training records-  Site communication book-  Site packs-  A/L records·         Attend monthly branch meetings to review the performance on contracts·         Carry out regular Team Briefings with own staff Manage Yourself·         Manage own time effectively·         Co-operate with requests from clients and managers and respond to requests for assistance when necessary·         Attend appropriate training sessions Person Specification·         Good organisational and time management skills·         Strong customer/ client focused attitude·         Strong interpersonal skills and the ability to build good working relationships·         Customer relationship and dispute management skills·         Good verbal 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 Working within the MITIE values and behavioursPeopleMITIE 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.Trustworthy -We do what we say we willHow we behave…·            We treat all colleagues with respect·            We challenge people when they don’t do the right thing·            We welcome advice from anyone that might improve what we do·            We are open and honest·            We think safety and always follow rules for safe workingHelpful -We go out of our way to make a differenceHow we behave…·            We work with each other to achieve the best for clients and for MITIE·            We share information to help colleagues succeed·            We build great relationships ·            Our first response to requests will always be positive·            We look out for each other, never walking by unsafe actions or situationsInspiring -We help others to be the best they can beHow we behave…·            We support and encourage each other to develop ·            We lead by example·            We set clear expectations·            We listen to and learn from others·            We learn from mistakes and incidents to prevent recurrencePassionTake our people, add their passion, and you get something really special.Spirited -We give it everything we’ve gotHow we behave…·            We do good things for each other, the environment and the community·            We appreciate diversity and encourage it ·            We demonstrate team spirit·            We are committed to doing things better and setting new standards in all that we do·            We take pride in what we do and have fun doing it·            We celebrate success and say thank youFresh thinkingWe want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.Pioneering -We do things that excite and amazeHow we behave…·            We bring new ideas to the way we do things·            We are willing to try new things·            We encourage and support innovation·            We consider things from other peoples’ points of view·            We embrace new thinking and technologies·            We build health & safety into everything we do 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;  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. View full job description
JobCentre Plus 1 year ago
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