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REQ70563 Customer Services Manager / AFM

  • Location

    Weybridge, Surrey

  • Sector:

    Professional Services

  • Job type:

    Contract

  • Salary:

    £28000 - £30000 per annum

  • Contact:

    Marcelle Djouhassi

  • Contact email:

    Marcelle.Djouhassi@morson.com

  • Job ref:

    166247MDJ_1565615102

  • Published:

    4 months ago

  • Duration:

    4 months

  • Expiry date:

    2019-08-19

  • Start date:

    ASAP

  • Client:

    #

Title: Customer Service Manager

Location: Weybridge Surrey

Salary: £30k

Job Type: Temp - Perm

Summary/Goals

Responsible for leading the delivery of a defined scope in the area of Dining and Soft Services such as Meeting Service, Cleaning, Mailroom etc.

Assures that services offered fitting client needs and meeting the contractual agreement. Offering high-class client service on a daily basis in all areas of responsibility. Deliver these services with the goal to ensure highest satisfaction and make a change in a way that optimal Human Experience is achieved. In this capacity there are 6 major activities for which you are accountable:

  • People Management - develop and sustain a high quality well motivated team
  • Client Management - ensure that on site Clients expectations are met
  • Contracts Management - ensure that all contracts are professionally delivered
  • Site Operations Management
  • Health and Safety Management - ensuring the provision of a safe working environment
  • Finance Management - ensure that the site's financial operations are meeting targets and control requirements
  • Human Experience/ Hospitality management - implementing Industry Best Practice operations and own initiatives.

Essential Duties and Responsibilities

People Management

  1. Provide leadership for operational team
  2. Mentor & enable training & development of team members
  3. Foster a team working environment

Client Management

  1. Strive to "delight" the Client in all aspects of service delivery
  2. Interact on a regular basis with the appropriate P&G contacts such as HR representatives and on site client personnel to discuss on-going service delivery and planning

Contracts Management

  1. Ensure that all contracts at the site are delivering the required service at the correct cost
  2. Work with Regional and Global Purchasing to implement Regional/Global sourcing strategies
  3. Act as single point of contact for the contract partners and assure regular follow up of day-to-day business

Site Operations Management

  1. Deliver services as defined in the relevant schedules of the Master Agreement
  2. Report critical & key performance measurements & achieve targets
  3. Seek for innovation and create a hospitable approach towards the client in your area of responsibility
  4. Work with Client and Manager to develop and implement improved/new processes that improve service to the client and /or reduce cost.

Health and Safety Management

  1. Support the achievement of all legal and Client required H&S regulations
  2. Ensure that staff in your area of responsibility is working in compliance with H&S regulations

Finance Management

  1. Ensure that the financial targets are met in the area of responsibility.
  2. Provide standard monthly/quarterly/annual reporting and management reports as required

Human Experience/ Hospitality Management

  1. Deliver best in class Human Experience for end users.
  2. Deliver services as defined in the relevant Schedules of the Master Agreement ensuring the implementation and compliance with Best Practice procedures
  3. Report critical & key performance measurements & achieve targets
  4. Ensure that Account Management is informed immediately of any Critical Performance

SKILLS

  • Command Skills - for coordinating all additional efforts;
  • Excellent communication skills - able to identify key persuaders and represent data/results in highly impactful ways
  • Customer Focus - for best Customer Satisfaction;
  • Negotiating skills - for negotiating with business and suppliers for the best solution;
  • Excellent knowledge of MS office applications
  • Human Experience - Ability to proactively manage day to day business with great Human experience as an outcome of understanding of the client needs.

Experience

  • Minimum 5 years of experience in a (Facilities related) Management position in a high demanding and international customer environment.
  • Proven track record of Human Experience improvement and engagement.