Customer Service Manager

Placed: 07/12/17
Region: London
Location: London
Category: Jobs


Content of the advertisement:

Customer Experience Manager up to 60k + car allowance + excellent company benefits. Central London
My client, one of the UK's largest Facilities management service providers are in need of a 'Customer Experience Manager' looking after the soft services and hospitality departments. The successful candidate will be on a major corporate account alongside an established Senior Management Team.
As this is a brand new role candidates that apply must be experienced and a track record of improving 'customer experience' and remaining at the forefront of best practice. Someone who is willing to introduce new strategies and being creative enough to implement new processes as to how we report our customer satisfaction.
- Responsible for the leadership, strategic direction and operation of all customer services/hospitality/hotel services within the Account, delivering a best in class / 5* offering.
- Act as the Subject Matter Expert across the entire customer experience/impact lifecycle
- To control the financial and commercial management of the soft services element of the contract.
- To maintain a Contract Development Plan in conjunction with the Account Director.
- Evaluate proposed and required changes to services identifying financial, personnel and operational performance implications and improvements.
- Implement and evaluate service changes and manage the change process as appropriate.
- Ensure the required work, standards and financial targets are achieved in all cleaning, waste , front of house, reception, concierge, mail room and catering services.
- Regular audits to ensure standards are achieved & in accordance with client expectations.
- Provide proactive feedback to clients in areas of cost control, work scope, innovative improvements and additional services; Ensure client issues are dealt with effectively at the appropriate level.
- Attend client meetings, have good knowledge of site operations, encourage active improvements & provide feedback to clients.
- Ensure procedures are in place to identify the development needs of team through observation and appraisals ensuring these are met through appropriate training and development activities.
- Identify and monitor training requirements of managers, team leaders, supervisors and staff.
- In conjunction with the Human Resources Department, manage all disciplinary matters and Industrial Relations issues.
- Establish and maintain safe systems of work; Work with the QSHE Manager to maintain the reporting procedure for accidents and near misses.
- Maintain a communication network to raise Health & Safety issues; Ensure that Method Statements and Risk Assessments for all tasks are documented and communicated effectively.
- Drive a safety culture across the portfolio to establish secure and safe environments
- Communicate effectively with colleagues within the Business Unit so that information is disseminated effectively and participate in project groups and meetings as required

Essential Skills

- A proven track record in delivering 5* Hotel Services within a multi-site corporate office environment
- Be innovative & have proven capabilities to develop & grow contracts / portfolio.
- Experience required in delivering & managing soft services
- Requires specialist knowledge of front of house/hospitality, cleaning industry and/or hygiene sector and high degree of initiative, creativity and wide scope for discretion
- Significant experience working in the Soft FM industry
- A background in hospitality is desirable
- Commercial and financial awareness in a client environment
- Experience at interfacing at all levels throughout an organisation
- Communication and presentation skills
- Able to command credibility and can influence a broad range of stakeholders
- Proven management skills





Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Eden Brown Ltd is acting as an Employment Business in relation to this vacancy