Support Services Manager

Location: Sandridge

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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.

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone.

With one of the largest growing fleets in the UK, our drivers are pivotal to delivering essential services.

They work hard to serve their local communities and make a positive impact every day. Whether you’re looking to overhaul the industry, or just do a good day’s work, we know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

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 metTo 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

To forecast and plan the Contact center team's workload establishing key targets and resources as required, including management of staff holidays

To build strong relationships with both internal and external customers

Managing communications with external customers including emails, letters and telephone enquirieswithin given timescales and in line with corporate processes and guidelines

Administration of the Clients and Contracts various IT Systems To ensure accurate recording of data, supporting the development of customer management systems. (ECHO)
To 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

To be 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

To ensure the team comply with Veolia’s financial and contractual procedure rules

Con…