Head of Customer Services Facilities Management
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| Job Type | Permanent Full Time |
| Location | Lakenheath |
| Area | Suffolk, England |
| Sector | Facilities Management - Senior appointments |
| Salary | £60k per year + Car/Allowance+ bonus |
| Start Date | |
| Advertiser | Theresa Lamarque |
| Job Ref | 1306 |
- Description
Head of Customer Service Facilities Management
We have an exciting opportunity for a Head of Customer Service to join a leading Facilities Management Organisation to work on a defence contract in Suffolk. This is a full time, permanent role.
- Head of Customer Service
- Suffolk
- £60000 plus car/car allowance plus bonus
- Facilities Management
- MOD / defence Contract
As the Head of Customer Service, you will be responsible for managing all communications, customer service and helpdesk functions for a large and complex Facilities Management contract based in Suffolk.
Duties
- Management of communications and helpdesk team
- Implementation and management of all reporting and customer communications
- Implementation and management of CAFM system for all of the service
- Mobilise and manage the administration team to delivery each contract requirements
- Produce monthly KPI reports with support from the admin team and Contract Managers
- Support each contract team and liaise with the client and end user
- Attend client monthly meetings with each contract manager
- Report on helpdesk activities and KPI’s
- Assist the administration team with contract cover, taking calls, logging jobs, dealing with the end user
- Deliver staff briefings and toolbox talks
- Promote and drive the company values
- Keep up to date with industry developments, driving innovation and effective change
Qualifications/Requirements
- Previous experience managing customer service in a senior Facilities role
- Previous experience working on a Facilities Management Contract
- Ability to manage a diverse team across multiple locations
- Excellent IT Skills using MS Packages
- Takes personal pride in providing a quality service to customers (either internal or external) to achieve targets.
- Takes ownership of customer requests and issues and sees them through to conclusion on behalf of the customer.
- Plans own workload and schedule to make the best use of time.
- Ensures that the right equipment and resources are available to do the job.
- Thinks ahead and flags up if a personal target or objective may not be achieved
