Customer Service Leader

Job Introduction

We currently have an opportunity for a Customer Service Leader to join our team. This is a great opportunity for a customer focused individual to join a world leading food and facilities management company, which can offer unrivalled opportunities for career progression.

Role Responsibility

• To take responsibility for FOH service stream and ensure that a 5 star customer service is experienced by all
• To maximise resource through forward staffing planning and instilling a structured approach to daily routines
• To participate in recruitment and training activities to ensure correct skill set is in place and maintained
• To identify talent and encourage and support development within the team.
• To maintain the Personnel files and training records for the Floor Captain team.
• To manage the induction and review process for new starters.
• To monitor and manage all aspects of performance within the FC team according to Sodexo procedures.
• To be the first point of contact for building occupants on facilities issues.
• To be visible to all users and build relationships with all levels of Customer and Client.
• To ensure the floor area is compliant to Health and Safety procedure.
• To ensure that the floor area is compliant to environmental procedure.
• To ensure that the site rules are enforced.
• To deliver In house reporting/ analysis accurately and efficiently to deadlines
• To report all faults and issues to the relevant service partner
• To monitor and review the Multi Functional Devices around the floors
• To monitor and review the vend hubs and stationery hubs in the allocated areas
• To work as part of the business support centre and multi skill in all positions.
• Undertaking the Building induction of Customers
• To have a full working knowledge of the building including all services
• To carry out basic maintenance tasks as required
• E-Proph-IT knowledge for processing invoices, cash and stock takes
• EPOS cashing up and banking of all monies, ensuring all company procedures are carried out

The Ideal Candidate

• A high level of customer services / host experience in prestigious environments.
• Previous experience of providing similar service bundles via a multi-skilled workforce to blue chip organisations or within prestige environments with a strong focus on customer service.
• Relevant training, qualifications and experience to deliver services in line with legislative and statutory requirements.
• Experience of leading/ managing teams, including recruitment, training and performance management
• Good understanding and experience of working in a corporate office environment and using hotel principles to successfully deliver services
• Experience with focusing on individual customer requirements and care whilst meeting required service levels.
• Awareness of the need to provide services in a sensitive manner such as not to affect AZ’s business, reputation or share value.
• Ability to handle feedback in a calm, structured and professional manner.
• Attention to detail
• Ability to challenge ideas and opinions in sometimes confrontational situations

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the 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.

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.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.