Customer Service Manager

Role: Customer Service Manager

Location: Sheffield

Salary: £30,000

Holidays; 25 days plus 8

Benefits: Pension, healthcare and life assurance

Main responsibilities:

Providing a professional and comprehensive Reactive Helpdesk, Diary Optimising and Admin function (for Helpdesk & Quotations, to all clients and internal stakeholders, achieving the highest standards and offering escalation support where required internally and externally as needed.

Being accountable for the day to day management of the Facilities Co-Ordinators taking ownership to fulfil client contractual obligations and SLA's in a cost-effective manner.

To proactively review and analyse client and management reporting information to identify issues, solutions, timescales and supporting remedial actions plans to rectify.

Liaise with SLT team and/or Account Managers and other stakeholders regarding new and existing client mobilisation/on-boarding requirements. E.G: resource and team structure requirements, telephony, bespoke reporting requirements, etc.

Dealing in a timely manner with ad hoc and client escalations. E.G: complaints, service delivery issues for direct and sub-contract resource.

Provide monthly KPI reporting for accountable Helpdesk areas to evidence efficient working and planning of day to day activity.

Identify out of scope activities impacting on Helpdesk core functionality and performance achievement with a view to notifying and assigning to the correct resource.

Implement and maintain a continuous improvement approach across Helpdesk via effect route cause analysis of issues arising.

Maintain an effective performance, training and development regime for all staff to ensure appropriate targeting, achievement of shared objectives and individual development needs can be determined.

Ensure daily housekeeping tasks are completed in a timely manner.

Organising cover and appropriate OOH coverage, by liaison with the OOH's Call Centre Provider as required to maintain a 24/7 support function.

Audit review of team activities to ensure compliance and identify potential fraud. E.G: sub-contractor and material purchase orders.

General:

Comply with Health, Safety and environmental policies.

Organisation of appropriate frequency stakeholder and team communication/strategy meetings to highlight and discuss any issues arising.

To attend meetings as and when necessary. From time to time this may require you to attend meetings at another location away from the office as requested by the client.

Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily operation of the contracts.

Deal with all staff welfare concerns, identifying when issues arising may have potential employment or legal impact for the company and escalate accordingly.

• Adopting a visible, 'hands-on' management style within all activities that encourages self-motivation, commitment and productive team spirit within the departments.

Promoting a culture of tidiness and orderliness by maintaining high standards of office housekeeping and care of company assets

NB: Your responsibilities may change over time due to the demands of the business.

Person requirements:

The ability to multi-task and make decisive decisions under some pressure to deliver.

Logical and methodical, understanding the importance of exceptional clarity and attention to detail.

Excellent listening and written communication skills.

Proficient in Microsoft IT packages (Word/ Excel/ Email, etc.)

Proven track record of good organisational skills, including managing workload effectively

Please apply to Joe Firth of 300 North for this exciting role.