Customer Support Team Leader

Location: Forth Valley Royal Hospital, Larbert, FK5 4EB
Salary: Agenda for Change Band 3: £29,103 to £31,409
Schedule: Permanent, Full-time 36 hours per week working a Day or Night shift rota, Day shifts are 5 over 7 days Monday to Sunday with typical shift times 6am to 2pm, Night shifts are 5 over 7 days Monday to Sunday with typical shift times 9pm to 6am

Ready to impact a better future?

As a Customer Support Team Leader in our Health team, you'll lead domestic and housekeeping colleagues to deliver high-quality services that help create a clean, safe, and welcoming healthcare environment. Your leadership will directly support patients, visitors, NHS teams, and the wider community every day.

Our work touches lives, and this role is at the heart of maintaining the standards that people rely on. You'll coordinate resources, support colleagues, drive service excellence, and help ensure hygiene, safety, and compliance standards are consistently achieved. Through your leadership, you'll make a positive impact on communities while helping us impact a better future.

What you’ll do as a Customer Support Team Leader

• Lead and support domestic and housekeeping teams to deliver high standards of service across departmental areas.


• Allocate colleagues and resources effectively to meet operational requirements and service demands.


• Monitor performance, provide guidance, and ensure colleagues understand their roles and responsibilities.


• Support recruitment, induction, training, return-to-work interviews, and absence management activities.


• Ensure compliance with Health and Safety, Control of Substances Hazardous to Health (COSHH), hygiene, and operational policies.


• Manage stock control, monitor consumables, maintain records, and support investigations and payroll processes when required.


• Build positive relationships with colleagues, patients, and visitors, to deliver excellent customer service.

 
Does this sound like you?

• Experience supervising colleagues, monitoring standards, and leading teams in a service environment.


• Strong communication skills with the ability to engage effectively at all levels.


• A proactive approach with the confidence to use initiative and solve problems.


• Good attention to detail and a commitment to maintaining high standards of hygiene and safety.


• Flexible, reliable, customer-focused, and comfortable working in a busy healthcare environment.

 
What we offer

• Pension: Up to 6% contributory pension scheme


• Holidays: 27 days plus 8 public holidays (35 days total), rising to 29 days after 5 years and 33 days after 10 years of service.  


• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression


• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime Healthline, wellbeing app, simply health cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres


• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel


• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community


• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme 

 
Vetting and checks:

This role requires membership of the PVG Scheme, which involves a detailed check of spent and unspent convictions and other relevant information to ensure safeguarding compliance. You will also complete an Occupational Health Questionnaire so we can provide any necessary support to help you carry out your responsibilities.

 
Let’s impact a better future, together. Apply today.

A little bit about us:
At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.


• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact [email protected].

Let’s impact a better future, together. Apply today.