Customer Service Manager

Job objectives and responsibilities

The Customer Service Manager (CSM) will own operational delivery to a portfolio of sites within a Region, through Site Security Plans (SSPs) which recognize site-specific nuances, service requirements, and vulnerabilities identified through the risk assessment process, resource planning, recruitment, individual performance management, and HR matters.

The CSM will be responsible for:

• To maintain and promote the Mitie brand and reputation by providing an industry leading security provision
• Maximize the efficiency and sustainability of the contract through the convergence of people, systems and technology to deliver intelligence led services based upon risk and data analysis
• Effectively manage a designated portfolio of sites, ensuring that all contracted and temporary hours are fulfilled by trained officers to the complete satisfaction of those sites/clients
• To support the partnership with the DWP Management team to deliver the security provision on the DWP contract
• Contribute to the success of the DWP contract by ensuring that all officers receive effective training and continuous on-going colleague coaching
• To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through
• To ensure all Officers on the Site portfolio fully understand and comply with, all aspects of Mitie Policy relevant to legal and regulatory requirements
• ...