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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.

CORE QUALITIES AND ATTRIBUTES

  • 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

STRICTLY NO AGENCIES PLEASE.

Job Types: Full-time, Permanent

Schedule:

  • 8 hour shift

Experience:

  • Customer Service: 3 years (required)

Work remotely:

  • Temporarily due to COVID-19


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