Services Compliance Manager Job in Liverpool, North West UK
Service Compliance Manager – Job Profile
Salary: £29,000 per annum
Hours: 40 hrs per week
Performance Standards
This job profile relates to a Service Compliance Manager whose performance standards will be measured against agreed targets in the following four critical areas:
- Business Development
- Human Resources
- Good Service Practice
- Finance and Administration.
These critical areas of the job requirements will be referred to as Key Result Areas (KRAs). Using the descriptive competency sets relating to each KRA a consistent subjective analysis of performance can be reached.
Responsible to: Account Manager
Responsible for: Site Management and Supervision
1. Man manage Weekend Management and Supervision team.
- Be confident and able to lead through the employment of a range of management skills and techniques.
- Involve Managers and Supervisors to maximise the benefits to the organisation.
- Coach and mentor others to develop their leadership styles and competencies.
- Be incisive and strong willed in focusing upon corporate goals and provide guidance and leadership to the team in order to comply with the Strategic Plan.
- Ensure the strategic objectives are embraced and applied by Managers and Supervisors.
2 Maintain existing client business, formulate and manage action plan aimed at developing new business with the clients.
- Understand medium to long-term issues for the clients across the site, and how those impact upon our team and the service we provide.
- Ensure satisfaction is achieved in all aspects of the service, and client feedback is captured and recorded through the client satisfaction surveys and review meeting minutes. Develop the working relationship with the client to align our objectives with theirs.
- Devise and develop the ongoing site improvement plan to achieve long-term objectives and develop new business.
- Implement sales procedures and ensure they are fully understood by the Management and Supervisory team.
3 Work to maximise operational effectiveness and profitability.
- Understand all aspects of forecasting and budgeting and work to ensure that Hygiene’s minimum objectives are met for the contract.
- Develop Management and Supervision to understand the operational procedures and are able to work towards the aims and goals of the business.
- Generate ideas and opportunities to ensure profitability is maintained or increased, encourage Management and Supervisory team to do the same and communicate these to the client and the Account Manager
- Anticipate the needs of the client through daily contact and advise upon the most effective methods of carrying out tasks and ways in which the staff resource could be deployed to accommodate changes in objectives
- Ensure preparation and presentation of monthly accounts are fully understood and exploited.
4 Ensure operation of the contracts and one-off work is in line with the company procedures and all management and supervision are fulfilling their responsibilities for company assets and facilities.
- Audit contract work on a weekly basis to ensure that the information feeding into the Key Performance Indicators (KPIs) is representative. Agree recommendations for improvements, with Management and Supervisory team and present these periodically at the service review meetings.
- With the Management and Supervisory team, carry out reviews of the service process with specific focus on cleaning and pest audit scores to evaluate delivery, recognise areas for improvement and develop an appropriate progress plan.
- Where necessary introduce change to improve organisational capability, capacity and excellence, communicate the associated benefits to the client and Account Manager
- Ensure all operations satisfy the standards set out in Good Service Practice and encourage Management and Supervision to do the same in order to maintain an ‘A’ Grade.
5 Oversee training requirements of Management and Supervisory staff.
- Through annual appraisal and monthly review establish training and development needs for the Management and Supervisory Team, and provide mentoring and support.
- Evaluate training and development to measure the benefit to the business and the individual.
- Review the skill base and needs across the contract and the business plan to determine basic and longer-term requirements.
- Provide support to staff across the contract who are enrolled upon an internal development programme.
6 Introduce innovation and new developments and coordinate change within the service contracts.
- Plan ahead to develop processes, methods and new technology and plan to trial and use these effectively.
- Achieve organisational objectives to maximise the benefit from future competitive advantage and technological change.
- Be flexible and willing to embrace changes in emphasis, or aspects of, the strategic requirements of the business.
Desired Qualifications/Experience:
IOSH Managing Safely or NEBOSH general certificate
BPCA part 1
Advanced Food Hygiene certificate
Extensive experience of dealing with BRC, AIB and associated customer audits
Experience of running a similar operation within the food industry
A proven track record of successful customer service delivery
A proven track record of auditing experience gained within the food industry
Experience of managing budgets and successfully controlling costs
Competent in the use of Microsoft Office