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Customer Service Manager Full Time

at Bellrock FM Sheffield in Sheffield (Published at 05-08-2021)

Bellrock Property & Facilities Management Ltd provides specialist risk focussed workplace management and property management services to a wide range of complex and sophisticated clients throughout the UK. Operating in the corporate, healthcare, education, retail & leisure and local authority & central government sectors, we create and implement bespoke solutions to improve the performance and value derived from non-core activity.

The opportunity has arisen for a Customer Service Manager based in Sheffield. The key purpose of this role is to provide 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.

Key Accountabilities:

  • 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 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.


  • 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

In return Bellrock are offering a competitive salary Circa. Working hours are Monday - Friday based on 40 hours per week and 25 days holiday per year + bank holidays.

In addition to this Bellrock also offers the successful candidate employer contributed pension scheme and a Company Retail Discount Scheme.

If you are interested in applying, please submit your CV and covering letter via the link or alternatively direct to www.bellrockgroup.co.uk


Job Types: Full-time, Permanent


  • 8 hour shift


  • Customer Service: 3 years (required)

Work remotely:

  • Temporarily due to COVID-19

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