Salary: £32,000 – £35,000 Depending on Experience

Shift hours: Full Time

We are recruiting for a Customer Service Manager to operate and control the services of full IFM for the client to the agreed specification and performance (qualitative and financial) targets. Leading the operating areas and the teams to ensure delivery against Key Performance Indicators and providing direction and expertise by promoting Sodexo strategies and best business practices to uphold the Company mission and values whilst delivering an ethos that promotes IFM with value focused on the customer and service to support.

  • Motivate and lead high performing teams to achieve their objectives
  • Working with a range of participants i.e., AZ clients, AZ customers, Sodexo suppliers, contractors, and Sodexo colleagues
  • Flexibility and Adaptability in a variety of Facilities Management responsibilities in a dynamic and fast paced environment
  • Come up to speed quickly on a complex stakeholder map spanning multiple organizations (Sodexo, AstraZeneca, Other Service Partners)
  • Keeping service consistency across the Cambridge Campus

Rise with Sodexo

Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications.

  • Ensure that the company’s accountancy documentation and administration procedures are carried out to Sodexo’s Compliance Standards
  • Support with costs and expenditure to keep within the budgeted levels agreed between client and Sodexo.
  • Maintain levels of stock and cash to the agreed establishment targets
  • Assist the management team to achieve agreed Sodexo budgets to include profitability, debt management, purchasing disciplines and other specified financial targets
  • Obtain prior approval for expenditure to be committed on behalf of client that falls outside the agreed delegated powers
  • Ensure the prompt provision and efficient delivery of all services at the specified time to the standards laid down in the contract KPI’s and SLA’s
  • Comply with all relevant sections of the Quality Manual and to complete routine audits at required frequency.
  • Comply with all Sodexo & client policies, site rules and statutory regulations relating to Health & Safety, safe working practices, hygiene, cleanliness, fire and COSHH
  • Ensure that all equipment, property monies and the overall establishment, is always safe and secure
  • Ensure that all Sodexo employees project a positive, approachable, friendly, and professional image ·
  • Comply with the procedures as laid down within the Sodexo HR Manual or as advised by the Human Resources Manager
  • Ensure daily huddles and weekly team briefing meetings take place using the teamboard communication format SQCDP
  • Maintain excellent client relationships and communication
  • Deputise for the Operations Manager in their absence
  • Work as key contact for over-arching team management duties such as encouraging team engagement, motivation, service standards and delivery
  • Single point of contact for Client for day-to-day activities and interaction
  • To identify talent and encourage and support development within the team.
  • To maintain the Personnel files and training records for the CSL Team
  • Positive relationships with key client stakeholders and Sodexo colleagues
  • Ensuring that self, colleagues, and customers are working within a safe environment and that any unsafe practices are raised to appropriate members of the team to rectify
  • To ensure that the site rules are enforced
  • Act as an escalation point for Front of House queries
  • Can-do attitude
  • High level of practical knowledge of relevant employment, hygiene, Health and Safety and general legislative requirements
  • Project Coordination skills, hands on approach
  • Experience of managing and working within a team, excellent communication skills  
  • Attention to detail
  • Proactive with the ability to work on own initiative
  • Flexibility that is focused to delivering exceptional customer service
  • Competency in accountancy systems and processes
  • Fully competent with Microsoft Office
  • Ability to present information to Client and Senior Managers effectively and cohesively
  • Demonstrates business acumen
  • IOSH Certificate in Managing Safely (desirable)
  • Previous experience of working within Facilities Management (advantageous)
  • Experience using SAP software (advantageous)

Reference: SDX/TP/RF7936/CS

Location: Cambridge, England

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