Customer Service Manager

Package Description

£32,000 - £35,000 Depending on Experience  

We also offer Sodexo Discounts site promoting discounted mobile phone tariffs, savings across restaurant chains and days out, where you and your family can save money on everything from your weekly food shop to the latest cinema blockbuster and much more

Job Introduction

We are recruiting for a Customer Service Manager to operate and control the services of full IFM for the client to the agreed specification and performance (qualitative and financial) targets. Leading the operating areas and the teams to ensure delivery against Key Performance Indicators and providing direction and expertise by promoting Sodexo strategies and best business practices to uphold the Company mission and values whilst delivering an ethos that promotes IFM with value focused on the customer and service to support.

• Motivate and lead high performing teams to achieve their objectives
• Working with a range of participants i.e., AZ clients, AZ customers, Sodexo suppliers, contractors, and Sodexo colleagues
• Flexibility and Adaptability in a variety of Facilities Management responsibilities in a dynamic and fast paced environment
• Come up to speed quickly on a complex stakeholder map spanning multiple organizations (Sodexo, AstraZeneca, Other Service Partners)
• Keeping service consistency across the Cambridge Campus

Rise with Sodexo

Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications.

Main Responsibilities

• Ensure that the company’s accountancy documentation and administration procedures are carried out to Sodexo’s Compliance Standards
• Support with costs and expenditure to keep within the budgeted levels agreed between client and Sodexo.
• Maintain levels of stock and cash to the agreed establishment targets
• Assist the management team to achieve agreed Sodexo budgets to include profitability, debt management, purchasing disciplines and other specified financial targets
• Obtain prior approval for expenditure to be committed on behalf of client that falls outside the agreed delegated powers
• Ensure the prompt provision and efficient delivery of all services at the specified time to the standards laid down in the contract KPI's and SLA’s
• Comply with all relevant sections of the Quality Manual and to complete routine audits at required frequency.
• Comply with all Sodexo & client policies, site rules and statutory regulations relating to Health & Safety, safe working practices, hygiene, cleanliness, fire and COSHH
• Ensure that all equipment, property monies and the overall establishment, is always safe and secure
• Ensure that all Sodexo employees project a positive, approachable, friendly, and professional image ·
• Comply with the procedures as laid down within the Sodexo HR Manual or as advised by the Human Resources Manager
• Ensure daily huddles and weekly team briefing meetings take place using the teamboard communication format SQCDP
• Maintain excellent client relationships and communication
• Deputise for the Operations Manager in their absence
• Work as key contact for over-arching team management duties such as encouraging team engagement, motivation, service standards and delivery
• Single point of contact for Client for day-to-day activities and interaction
• To identify talent and encourage and support development within the team.
• To maintain the Personnel files and training records for the CSL Team
• Positive relationships with key client stakeholders and Sodexo colleagues
• Ensuring that self, colleagues, and customers are working within a safe environment and that any unsafe practices are raised to appropriate members of the team to rectify
• To ensure that the site rules are enforced
• Act as an escalation point for Front of House queries

The Ideal Candidate

• Can-do attitude
• High level of practical knowledge of relevant employment, hygiene, Health and Safety and general legislative requirements
• Project Coordination skills, hands on approach
• Experience of managing and working within a team, excellent communication skills  
• Attention to detail
• Proactive with the ability to work on own initiative
• Flexibility that is focused to delivering exceptional customer service
• Competency in accountancy systems and processes
• Fully competent with Microsoft Office
• Ability to present information to Client and Senior Managers effectively and cohesively
• Demonstrates business acumen
• IOSH Certificate in Managing Safely (desirable)
• Previous experience of working within Facilities Management (advantageous)
• Experience using SAP software (advantageous)

About The Company

In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity  disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation. 

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.