Customer Service Manager jobs in United Kingdom

Dining Services Director role at Compass Group USA. Salary: $90,000 - $95,000. Other forms of compensation: 5% bonus eligible.

With people as our core and a deep commitment to exceptional hospitality, CCL Hospitality Group has a philosophy rooted in caring for the individuals who care for our guests. Our most significant competitive advantage is our team members. We constantly strive to strengthen our service culture.

CCL Hospitality Group operates four companies – Morrison Living, Unidine, Coreworks, and The Hub – shaping the industry’s future leaders with a culture of service focused on elevated hospitality for community living across the country. Join us to drive mutual success and lasting impressions.

Director of Dining Services is the strategic business leader of the community’s food and beverage/culinary operation, ensuring resident and client satisfaction by delivering a consistently high-quality product and best-in-class hospitality, while meeting financial goals and fostering a positive work environment. You will oversee the development and implementation of departmental strategies and ensure the Compass Community Living service strategy is implemented; you will also be the face of the company.

• Develop and implement the overall operating strategy aligned with the Compass Community Living and client business strategy; communicate the vision so all team members understand expectations.
• Maintain an entrepreneurial approach and take ownership of driving desired outcomes, holding on-site leadership accountable for demonstrating desired service behaviors.
• Quickly evaluate personnel, operations, and culinary situations and make appropriate recommendations.
• Maintain a professional and positive demeanor with resilience during stress; adapt and problem solve as required.
• Perform daily walk-throughs to ensure compliance with Department of Health regulations and Compass Group standards.
• Direct and conduct safety, sanitation, and maintenance programs.
• Ensure ongoing communication in all areas of food and beverage through pre-meal briefings and staff meetings.
• Advise and update executives, supervisors, coworkers, and subordinates in a timely manner via telephone, written form, email, or in person.

• Understand market dynamics and Compass Community Living’s objectives; diagnose strengths and weaknesses, anticipate opportunities and risks, and develop strategies to drive results.
• Recognize and understand P&L drivers to analyze results, identify opportunities, and implement plans to deliver results.
• Develop overall budgets and operate accounts to provide maximum client value within approved budgets.
• Coach and support the team to manage wages, food & beverage costs, and controllable expenses (e.g., supplies, uniforms).
• Review financial reports to assess performance against budget and develop improvement strategies.

• Understand the client’s business model to prioritize residents’ needs.
• Be visible within the community to build strong relationships with residents, staff, and other departments.
• Review resident satisfaction results and other data to identify areas for improvement; communicate feedback to the team and implement corrective actions.
• Improve service by mentoring, coaching, and guiding individuals to understand resident needs.
• Stay aware of market trends and introduce new food and beverage offerings to meet or exceed expectations and generate revenue.
• Empower employees to deliver service that exceeds resident and client expectations.

• Lead regular team meetings and create a positive work environment; model appropriate behaviors to motivate the team to deliver best-in-class hospitality.
• Set and monitor goals (performance, budget, team, etc.).
• Solicit employee feedback, apply an open-door policy, and review satisfaction results to address concerns.
• Identify developmental needs, coach, and mentor team members through feedback and training to achieve objectives.
• Cross-train skills and promote professional growth across the team.
• Recruit and retain talent using behavioral-based interviewing; hire leadership with strong functional expertise and entrepreneurial leadership.
• Ensure fair and equitable treatment of employees and maintain accountability with empathy.

• B.S. in Food Services Technology/Management or related field; or A.A. with four years of related experience.
• Five to seven years of direct foodservice operational management experience with inventory and purchasing knowledge.
• Strong knowledge of food and catering trends, quality, production, sanitation, cost controls, and presentation.
• Previous P&L accountability or contract-managed service experience desirable.
• Strong supervisory, leadership, management, and coaching skills; strong written and verbal communication.
• Ability to communicate at various levels (management, client, customer, and staff).
• Excellent financial, budgeting, accounting, and analytical skills.
• Proficient in Microsoft Office and related programs; ServSafe certification.

• Medical, Dental, Vision
• Life Insurance/AD&D, Disability Insurance
• Retirement Plan, Flexible Time Off, Holiday Time Off
• Associate Shopping Program, Health and Wellness Programs, Discount Marketplace
• Identity Theft Protection, Pet Insurance, Commuter Benefits
• Employee Assistance Program, FSAs, Paid Parental Leave, Personal Leave

Compass Group is an equal opportunity employer. Applications are accepted on an ongoing basis. This job post is not exhaustive of all responsibilities and requirements; the company reserves the right to modify functions as needed.

Req ID: 1448984. Caitlin Pham. CCL Hospitality Group.

For more information about the Compass story and opportunities, visit our site.