Location
Hertfordshire AL4 9XR (St Albans)

Hours
40 hours per week

Salary
£33,000 Annually, plus Veolia benefits

About the Role
As a Support Services Manager at Veolia, you will provide essential support to the senior management team through data analysis, report writing and project work. You will directly manage the Contact Centre, ensuring timely information, reports and contractual obligations are met. Your role includes managing the depot’s core administrative systems and procedures, delivering accurate and timely information as requested. You will oversee customer complaint systems, liaising with operational managers to resolve issues promptly and satisfactorily. Managing reception duties, booking procedures, and motivating a skilled team to foster a customer service environment based on teamwork, empowerment and trust will be key responsibilities.

You will forecast and plan the Contact Centre workload, manage staff holidays, and build strong relationships with internal and external customers. Handling communications including emails, letters and telephone enquiries within set timescales and corporate guidelines is essential. You will administer client and contract IT systems, maintain databases, and liaise with clients to ensure effective service provision.

Operational decision-making, payroll management including overtime, annual leave and sickness recording, and responsibility for all financial transactions such as cash handling, invoicing, purchase orders, payments and refunds are part of the role. Ensuring compliance with Veolia’s financial and contractual procedures is critical.

Continuous process review and improvement within the department, liaising with telecoms helpdesk and external service providers, and adherence to Health and Safety procedures are expected. You will also undertake any other duties necessary to support the role and the team.

Veolia offers 25 days annual leave, access to a pension scheme, free physiotherapy, discounts on groceries and retailers, and resources supporting physical, mental and financial health including 24/7 virtual GP access for you and your household. Ongoing training and development opportunities are provided to help you reach your full potential. Additional financial wellbeing support is available through Stream, offering early access to earned pay, savings, budgeting, coaching and rewards.

Experience
Previous management experience is essential. Experience in the waste industry is desirable but not required.

About you
You will have good IT skills, strong communication abilities and excellent organisational skills. You should be motivated to manage, develop and train a team to deliver outstanding customer service. A proactive approach to problem solving and process improvement is important.

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and skills in management and administration are expected.