Support Services Manager

Ready to find the right role for you?

Location: Hertfordshire AL4 9XR

Pay: £33,000 Annually, plus Veolia benefits

Hours: 40 hours a week

What we can offer you;

• 25 days of annual leave
• Access to our people’s pension scheme.
• Free physiotherapy service.
• Discounts on everything from groceries to well known retailers.
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to.
• 24 hour access to a virtual GP, 365 days a year, for you and family members in your household.
• Ongoing training and development opportunities, allowing you to reach your full potential.
• Stream - Employee financial wellbeing support: early access to your earned pay, savings, budgeting, financial coaching & rewards.

What you’ll be doing;

• Provide support to the senior management team as and when required including: analysing data, report writing and project work
• Provide an effective support service to the Contract including: the direct management of the Contact centre, providing timely information and reports as required and ensuring contractual obligations on the contact centre are met
• To ensure the provision of an effective support service and the management of the depot’s core administrative systems and procedures providing accurate and timely information as requested
• Manage, maintain and monitor systems for customer complaints, ensuring they are resolved in a timely manner by liaising with operational managers and ensuring they are resolved to the satisfaction of all parties
• Deliver resolution to queries for all Customers within agreed SLA (Service Level Agreement)
• Manage the reception, ensuring correct booking in and out procedures
• Manage, motivate, retain, develop and train an appropriately skilled team to be able to create a customer service environment where teamwork, empowerment and trust are encouraged
• To forecast and plan the Contact center team's workload establishing key targets and resources as required, including management of staff holidays
• To build strong relationships with both internal and external customers
• Managing communications with external customers including emails, letters and telephone enquiries within given timescales and in line with corporate processes and guidelines
• Administration of the Clients and Contracts various IT Systems
• To ensure accurate recording of data, supporting the development of customer management systems. (ECHO)
• To develop and maintain databases for services, the client and contract, ensuring accurate and timely data is recorded
• Liaise with the Client as and when necessary to enable effective service provision and provide assistance with service enquiries
• Make decisions relating to operational service issues where required
• Manage and process payroll for the contract including overtime, annual leave and sickness recording
• To be responsible for all financial transactions, including handling and managing cash, cheques, credit/debit card transactions,raising invoices, purchase orders, taking payments, issuing refunds and keeping accurate records of transactions
• To ensure the team comply with Veolia’s financial and contractual procedure rules
• Continual review and improvement of all processes within the department, amending processes where necessary for efficiency and creating and communicating new processes where required.
• Liaising with telecoms helpdesk team/external service providers and client contact center relating to issues with service provision
• Adherence to Health and Safety procedures.
• Any other duties that may deem necessary to the role

What we’re looking for;

• Essential: Previous management experience
• Good IT Skills
• Good communication skills
• Organisation skills
• Desirable: Previous Waste experience

We’re proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career.

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.

Ready to see the world as we do?

Who is Veolia? Where other people see waste, our community here at Veolia see opportunity. We’re determined to push for ecological transformation through waste, water and energy, and are committed to getting the tough jobs done. And most importantly, we see the potential of every member of our team, and are giving them the chance to realise it with us. Whether it’s their potential, their commitment or their impact, we see it all. And with our values being community spirit, responsibility, innovation, customer focus and respect they keep us focused on those who matter – all 14,000+ of our employees, our customers and our communities too.

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