Customer Service Manager

Job Introduction

Reporting to the Food Service Operations Manager, the Customer Service Manager is responsable for the provision of retail and patient food service throughout Wythenshawe Hospital.

To be successful in this role, you'll ensure that the standard of food throughout the services is achieving patient and client expectations. Emphasis will be based on service delivery and quality of patient satisfaction at ward level. You'll build and maintain a strong working relationship with the client and their operational teams throughout the trust. 

Role Responsibility

• Work collectively with the Finance team to support delivering budgeted profit and turnover for services and accounts 

• Responsible for ensuring compliance of own team with all Company and Trust policies and procedures whilst proactively responding to prevent and deal with issues of non-conformance 

• Ensure achievement of high levels of client and service user satisfaction and monitor these on regular basis. This will be measured via Clients for Life review processes and customer satisfaction surveys. 

• Responsible for the recruitment and management of direct reports. This will include responsibility for their development which will include health & safety, communication of shared goals and ensuring that effective performance development reviews (PDRs) take place. 

• Responsible for ensuring that effective and consistent management is applied by your management and supervisory team to all staff within area of responsibility. This will include managing staff in line with the appropriate policies in relation to issues including conduct, performance, absence, grievance, fair treatment, pay progression, leave and all other HR policies. 

• Ensure that there is effective two-way communication to all levels of staff within area. This will include ensuring that team briefings take place and that Company and Trust objectives, and values are communicated. 

• Ensure that health and safety standards are understood and delivered across all of hospital operations. This must include any agency staff and all employees from their first date working on site. 

• Contribute to strategic discussions as part of the senior site management team sharing ideas and best practice to improve site performance. Implementing new policies and procedures which have been discussed and agreed with colleagues. 

• Management of 3rd party contractors used on site and ensuring that a quality and value for money service is provided. This will include the supply of any agency labour used and ensuring that the suppliers comply with all Company and Trust requirements. 

• Contract compliance and being accountable for delivering services to the contract and service specification in an efficient manner. 

• Demonstrate a focus on contract retention using the “Clients for Life” principles. 

• Accountability for escalating potential risks identified as appropriate. These risks may be operational, related to knowledge and people, financial, compliance or risks to the Company reputation. 

• Responsibility for succession planning and workforce planning within zonal area ensuring that adequate management cover is provided in own absence and in the absence of other members of the management and supervisory team. 

• Manage own continued professional development identifying any areas for own development 

• Management of electronic meal ordering system and associated team, alongside the Retail business in conjunction with the Food Service Operations Manager 

• To ensure the delivery of a best in class customer service for staff, patients and visitors in both Retail and Patient Dining. 

The Ideal Candidate

• Strong operational background in customer service, facilities management, leisure, retail sectors, (or related). 

• An experienced leader who is effective directing others  

• Strong understanding of consumer trends in relation to retail and food service 

• Experience in a hospital environment and comfortable operating at ward level with a strong bedside manner 

• Knowledge of food hygiene issues 

• Strong understanding of Microsoft Excel and general IT systems 

• Willingness to get involved and offer a flexible approach to working 

Package Description

Salary - £32,000-£34,000 + 10% bonus

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!

We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity. We’re an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves. We recognise that we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

About the Company

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing + Care and the Good Care Group.

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

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