Customer Service Team Leader
| Posting date: | 30 September 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £28011-30230 per annum |
| Hours: | Full time |
| Closing date: | 30 October 2025 |
| Location: | Stirlingshire, FK5 4EB |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 305035-43686054 |
Summary
Serco Limited
Customer Service Team Leader
Forth Valley Royal Hospital, Larbert, FK5 4EB
Full time – 36.2 hours per week – Monday to Friday
Salary
- £28,011.00
- £30,230.00 depending on experience, plus Serco benefits.Main Purpose:
The purpose of the job will be to provide support to the housekeeping and/or domestic teams within own area. Effectively deploy staff and resources to ensure a high quality of service delivery. Ensure hygiene standards within the domestic and catering environment are monitored and maintained. Assist the Customer Support Manager in areas relevant to training and experience.
Main Accountabilities:
· Undertake a full and comprehensive range of domestic and/or housekeeping duties in the working area
· Responsible for delivery of Domestic services within the Departments
· Customer satisfaction and relationship building
· Effective communication with all levels of staff
· To direct and assist Domestic and Housekeeping staff within the Departments
· To control and monitor staff performance of duties
· Manage absenteeism and arrange cover as necessary
· Ensure staff are aware of roles and responsibilities
· Provide staff training
· Have knowledge of all current Hygiene and Health and Safety legislation and ensure staff are fully inducted.
· Ensure compliance with operational policies on H&S, COSHH and other statutory legislation.
· Report hazards
· Responsible for stock control checks and suitable storage of materials in line with Health and Safety and COSSH.
· Assist in investigations under the control of the Customer Support Manager
· Prepare payroll data for Customer Support Manager authorisation
· Conduct return to work interviews.
· Deputise when Customer Support Manager not on site.
· Carry out housekeeping and/or domestic tasks as required.
What you will need for the role:
· Supervising other staff, monitoring work standards and team working essential.
· Institute of Leadership and Management, level 2 (ILM)
· Good communication skills.
· Shows initiative and self motivation.
· Awareness of service image.
· Physically fit
· Energetic.
· Friendly.
· Reliable.
· Prepared to work unsociable hours.
· Attention to detail.
· Risk Assessment awareness
· Flexible attitude to working times and methods.
· Customer focus
· Numerate/literate.
· BICSc training and assessor certificates
· Health and Safety Awareness
· Site Orientation and Corporate Induction
· Customer care
· Fire Safety
What we offer
· Up to 6% contributory pension scheme.
· 25 days annual leave plus bank holidays.
· A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, and more.
· Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
· A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
· Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
· Interesting and enjoyable work.
· Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
Customer Service Team Leader
Forth Valley Royal Hospital, Larbert, FK5 4EB
Full time – 36.2 hours per week – Monday to Friday
Salary
- £28,011.00
- £30,230.00 depending on experience, plus Serco benefits.Main Purpose:
The purpose of the job will be to provide support to the housekeeping and/or domestic teams within own area. Effectively deploy staff and resources to ensure a high quality of service delivery. Ensure hygiene standards within the domestic and catering environment are monitored and maintained. Assist the Customer Support Manager in areas relevant to training and experience.
Main Accountabilities:
· Undertake a full and comprehensive range of domestic and/or housekeeping duties in the working area
· Responsible for delivery of Domestic services within the Departments
· Customer satisfaction and relationship building
· Effective communication with all levels of staff
· To direct and assist Domestic and Housekeeping staff within the Departments
· To control and monitor staff performance of duties
· Manage absenteeism and arrange cover as necessary
· Ensure staff are aware of roles and responsibilities
· Provide staff training
· Have knowledge of all current Hygiene and Health and Safety legislation and ensure staff are fully inducted.
· Ensure compliance with operational policies on H&S, COSHH and other statutory legislation.
· Report hazards
· Responsible for stock control checks and suitable storage of materials in line with Health and Safety and COSSH.
· Assist in investigations under the control of the Customer Support Manager
· Prepare payroll data for Customer Support Manager authorisation
· Conduct return to work interviews.
· Deputise when Customer Support Manager not on site.
· Carry out housekeeping and/or domestic tasks as required.
What you will need for the role:
· Supervising other staff, monitoring work standards and team working essential.
· Institute of Leadership and Management, level 2 (ILM)
· Good communication skills.
· Shows initiative and self motivation.
· Awareness of service image.
· Physically fit
· Energetic.
· Friendly.
· Reliable.
· Prepared to work unsociable hours.
· Attention to detail.
· Risk Assessment awareness
· Flexible attitude to working times and methods.
· Customer focus
· Numerate/literate.
· BICSc training and assessor certificates
· Health and Safety Awareness
· Site Orientation and Corporate Induction
· Customer care
· Fire Safety
What we offer
· Up to 6% contributory pension scheme.
· 25 days annual leave plus bank holidays.
· A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, and more.
· Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
· A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
· Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
· Interesting and enjoyable work.
· Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.