Head of Support and Enablement - Rotherham, United Kingdom - G4S

G4S

Verified Company

Rotherham, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Rotherham, Barnsley

Salary:
£60,000 - £70,000

Posted: 31 Jan 2023

Closes: 28 Feb 2023

Job Type:
Full Time and Permanent

Business Unit:
UK Facilities Management

Region / Division:
UK & Ireland

Reference: 13163

Role Responsibility:

HEAD OF SUPPORT AND ENABLEMENT

Customer Contact Centre, Wath-upon-dearne, Rotherham S63 7ER, with occasional travel where needed

£60,000 - £70,000 per annum

40hrs, Full Time, Permanent

Excellent company benefits including Company Car or Car Allowance and Pension Scheme

About Us

G4S and Allied Universal came together in 2021 to create a global business which is now the world's leading integrated security and facility services company.

We offer our employees an immense range of exciting and rewarding long term career opportunities.

We deliver through teamwork and always act with integrity. Our caring culture puts people and safety first.

With clients from the public and private sectors including schools and government sites, we assist a wide range of organisations and offer bespoke solutions.

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients.

If you believe in our values as much as we do and would like a job that makes a difference, then this is an exciting opportunity.

About the Role

We are looking for an experienced Head of Support and Enablement to join our team working in the Employment Support Services sector of the business based in our Customer Contact Centre in Wath-upon-Deane, Rotherham.

As Head of Support and Enablement you will be responsible for for leading the support and enablement functions for a Government Contact Centre Contract with FTE, 10s of service lines and a TCV of £50m+ to achieve daily, weekly, and monthly SLAs You will be expected to manage and lead the build and implementation of the team

Reporting directly to the Operations Director of Employment Support Services, you will be expected to enable Customer Contact Centre peer leadership focused on people, service, and client delivery through the provision of high-quality support services.

Some of the Key Responsibilities of this role will include:

Provides visible first-hand leadership to the Client and Contract management community through communication, engagement, role modeling and mentorship.
Embraces and models G4S values and behaviours.
Manage direct reports effectively, delegating appropriately, ensuring their competencies are maintained and holding them accountable for the delivery of objectives and targets
To manage the forecasting and capacity planning team in line with client received forecasts
Manages and leads the Technical Support manager in the implementation and delivery of the Technical Support Model in line with customer specification
Works closely with the Head of Risk for ESS, providing line leadership to the Assurance Audit Manager
Works closely with the Head of H&S for FPM Business services ensuring all employees, office based and homeworking, work in a safe and comfortable environment
Leads the Health and Safety and facilities Manager ensuring the office environment and compliance measures are met through the FM account manager
Oversee and ensure personal and team compliance with applicable environmental, health, safety, and other regulatory rules and regulations

Essential Criteria:

Experience in working in a similar capacity in a BPO
Has firsthand experience of leading Call centre Workforce
Planning and Resource
Management functions
Is an industry expert on CCC trends, technology, and best practice
Has a cando approach can work strategically and tactically to get the job done
Must be target and delivery focussed and have proven experience in driving change
Is diligent and has diligence ensuring the quality of team outputs
Is a team and company worker thrives in offering a bestin

- class support and enablement service

Record in providing leadership and direction to a growing business
Strong people and customer relationships at a senior level.
Excellent organisational and planning skills; to balance multiple demands in a complex and changing environment.
Excellent interpersonal and communication skills.
Strong influencing and negotiating skills, being able to persuade the benefits of change and improvement and drive them

About you
Leading by example.

We are looking for a highly motivated and determined leader, with the ability to be resilient, confident with a tenacious can-do attitude, have the ability to embrace complexity and be a part of a busy and fast paced leadership team.

In addition, you must be a versatile and hands on leader, able to demonstrate the ability to work to tight deadlines, maintain confidentiality, have the ability to Oversee the resource planning and scheduling which will allow the Contact centre to achieve service levels consistently, maint