Team Support Assistant Manager

Portico is the leading Front of House Service provider in the UK, with 5* customer service at the heart of all that we do.

The role of the Team Support Assistant Manager is to provide leadership and direction to all of their direct reports consisting of 65 permanent Team Support members and 15 casual workers, creating and nurturing a culture of excellence that supports our vision and values for the development of our people and business. Apart from in depth people management, daily communication with senior management and our teams on site, the role also requires a keen eye for detail managing a complex rota ensuring sufficient cover across the Portico portfolios.

This role is highly visible and so you are always an ambassador. You will be provided with a desk at Portico Support Office and will be required to travel to all of the Portico sites to liaise with site managers and meet the individual Team Support members on a regular basis across various sites.

You are required to be open minded and flexible in an ever changing and evolving business and provide the necessary support depending on business demands. Your working hours may vary depending on business demands and the Team Support Management operates Monday to Friday between 05:30 and 18:00 and Sunday between 16:00 and 18:00.

To allow an insight of this highly versatile role, below are a few key responsibilities for the role.

MANAGEMENT:

To proactively manage and motivate your direct reports to support and develop all aspects of client service in line with our vision and values.

Manage the team’s daily / weekly schedule to ensure adequate cover at all sites, maintaining the provision of a consistent service at all times.

Provide day to day direction and coaching and ensure that all training and competency records for each team member are maintained.

To ensure that your direct reports act as Ambassadors for Portico at all times, managing dress & appearance and ensuring all have the necessary skill set relating to the site they are supporting.

Manage timekeeping and absence levels for all team members according to the company policies and procedures.

Manage succession plans to support the longer term growth of the business as well as individual development needs.

Reward and recognise individual and team perform to encourage an engaged and motivated team.

To actively encourage ideas and innovations for service improvements challenging the status quo.

You will be rotating with the Team Support Manager on a week on / week off basis looking after the Team Support Phone which will require you to start work at 05:30 with the expectation to be in the office by 07:00.

You will be rotating with the Team Support Manager on a week on / week off basis looking after the Team Support Phone on Sunday between 16:00 and 18:00. On Sunday, you will only be required to take absence calls and to arrange cover for Monday.

ADMINISTRATION:

Produce monthly, quarterly and annual ad-hoc reports on service usage and service issues to ensure that the Managing Director and the Operations Directors receive appropriate information in an accurate and timely manner, working alongside your line manager.

Hold full team meetings quarterly and regular team briefings (on one-to-one basis) to ensure the team are engaged and up to date with the overall vision for the company.

Support your line manager in managing resources within the agreed budget to ensure profitability.

To ensure all Team Support operational manuals and documents are up to date, relevant and fully reviewed twice a year.

Assist your line manager to manage the finances within budget for the Team Support.

Assist your line manager to manage and control the payroll for each member of the Team Support.

Assist with monthly trading and the financial recharges for Team Support.

Process and manage all supplier invoices.

CULTURE:

To help and support to create a culture where your team are inspired to give open, honest feedback for the improvement of all aspects of our business.

To identify realistic but challenging self-development needs and to take full responsibility for your own development and learning with the support from your line manager.

To effectively manage your own time on a day to day basis placing the emphasis on where your contribution will add the greatest value and prioritising your daily task list.

As a senior member of the team your approach at all times must be positive, to be the best at service excellence, enthusiastic and realistic.

Must be at all times proactive and be able to support difficult decisions and implement them for the need of the client and Portico’s reputation.

Must be able to make decisions considering risks and consequences and presenting these in a clear, concise and persuasive manner to all parties as required. This will involve both verbal and written communication.

Must be able to challenge direct reports and clients in a positive way to gain the right outcome and not shy away from difficult decisions that require influencing skills.

If this role, sounds like a great opportunity for you, please submit your CV and covering letter.

We look forward to hearing from you.