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Customer Services Manager

  • Location

    Maidenhead, Berkshire

  • Sector:

    Professional Services

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Vital Bristol Technology

  • Contact email:

    apply@vital.uk.com

  • Job ref:

    15512_1552042385

  • Published:

    3 months ago

  • Expiry date:

    2019-04-05

  • Client:

    #

Our client is an integrated facilities management services who provide the solutions, support, and facilities management services and they are currently looking for a Customer Service Manager for our site in Maidenhead.

Job Purpose:

The Customer Experience Manager will directly support the business plan, this role is pivotal in driving the overall success of the account. You will be responsible for developing improvements to service delivery that contribute to the overall work space experience. Having direct reasonability for the Facilities Helpdesk and contract administration,you will have accountability for KPI and SLA performance of the account. Youwill be expected to directly interface with the customer, stakeholders and building users across the estate and act as an advocate for the wider community by implementing robust processes that monitor, update and improve service to guarantee customer experience is at the heart of our service provision. This will be supported delivery of multiple and varied the communication & workspaceengagement streams that lead to full and cohesive alignment of both the organisation's mission, values and behaviours.


Principal Accountabilities:

Coach, support and develop customer service excellence within the team and in line with performance matrix, monitoring performance against agreed SLA's, taking action as necessary and regularly sharing experiences with colleagues to build best practice and ensure continuity.

Support all recruitment; induction and training across ensuring cultural requirements are met. Promote culture of empowerment and staff involvement in driving continuous improvement that are aligned with the values and strategic goals.

Work effectively with the team to identify training needs, develop/source appropriate training both internal and external and monitor effectiveness of training delivered.

Develop a high performing team that exceeds expectations on service excellence through first class management, leadership, customer focus, training and development.

Drive business performance improvement through actively engaging with staff and utilising survey results to initiate actions.

Lead the review of specific customer feedback and insights to ensure the wants and needs of customers are acted upon.

To help drive the continuous improvement across all aspects of the Contract. Identify areas for improvement and recommend service initiatives

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Direct responsibility for the management of the Helpdesk and contract administration.

Identify improvements to standard procedures to ensure that controls exist and information is shared to proactively protect against risks/service failure.

Through implementation of a continuous review cycle develop processes to continually exceed customer expectation focusing on the customer and workspace experience.

Regular auditing of each site to ensure that they meet the required standards as set instigating corrective actions as required.

Facilitate engaging sessions, with colleagues across the business, to develop creative solutions and propositions to meet the needs of the customer.

To comply with instructions relating to security and confidentiality.

Ensure SLA and KPIs are consistently achieved and monitored effectively through the CAFM.

Be accountable for the delivery of improvements to the customer experience driving business outcomes.

Ensure improvements to the customer journey are fit for purpose whilst ensuring commercial viability.

Be the voice of the customer and work cross functionally to influence and change the customer agenda.


If you do not hear from us within seven days, then your application has not been successful on this occasion. We may however keep your details on file for any suitable future vacancies and contact you accordingly.