Customer Support Manager

Overview

You will lead domestic services delivery at Forth Valley Royal Hospital, overseeing day-to-day operations, policy formation, and performance across a large team. Your role is to ensure high-quality service while managing budgets and health and safety compliance. You will liaise with stakeholders, investigate issues, and drive improvements in a public-sector environment. This is a pivotal, hands-on management role with visible impact on patient and client care.

Pay / Benefits

• 25 days holiday plus bank holidays
• Up to 6% contributory pension
• Extensive internal training and apprenticeships
• Employee Assistance Programme and wellbeing tools
• Retail discounts across many outlets
• Volunteering day and charitable giving options

Responsibilities

• Lead day-to-day operational services and department performance
• Strategic planning and delivery of domestic services
• Interface management between service users and delivery teams
• Liaise with customers, senior managers, and external parties to ensure service levels
• Investigate client complaints, implement action plans and monitor improvements
• Manage HR functions including absence, performance, recruitment, and development
• Handle complex issues and autonomous decision-making to resolve service problems
• Achieve KPIs and develop improvement plans within set timescales
• Ensure contract compliance and adherence to legislation and contractual obligations
• Develop and review working procedures for Health and Safety and Food Hygiene regulations
• Oversee a budget of approximately 5.5m per annum and procurement decisions
• Accountable for income and expenditure of the department
• Support policy development and service development initiatives

Key requirements

• Diploma level education (working towards degree level or equivalent experience)
• Basic Certificate in Health and Safety, NVQ Level 2 in supervisory management
• Experience in large public sector environment, ideally in care settings
• Experience managing a large budget and a large team
• Healthcare and facilities management experience
• Management of absence, performance, recruitment, and disciplinary processes
• Knowledge of HACCP, COSHH, fire safety regulations, lifting and handling procedures
• IT literate with Microsoft Office
• Quality auditing experience and customer satisfaction monitoring

• People leadership and development
• Stakeholder management and communication
• Problem solving and decision making
• Microsoft Office
• HACCP
• COSHH

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