Customer Services Manager

Job Scope: To provide a high level support for delivering and managing all soft services to the customer; to manage the JCI on-site team and subcontractors. Main Responsibilities and Duties: Customer Service Ensure customer satisfaction is established and maintained by providing a 'quality' and pro-active service. Support and communicate with clients, customer base with your area of responsibility and the FM or Workplace manager. Maintain performance standards to ensure Customer expectations are met. Build an excellent Supplier relationship. Primary interface for key businesses at the site. Technical: To manage site services such as; Post, Reception, Catering, Vending, Stationery, Office Services, Waste and Pest Control. Support with the co-ordination and testing of Business Continuity Planning for the site. Ensure the delivery of site services are current and in line with SLA/KPIs at the site Responsible for ensuring that all equipment is maintained and operated in a safe manner. To provide accurate and timely reports to FM Manager on performance of suppliers supporting the site Health, Safety and Environmental requirements that are defined in work instructions are communicated in training. Follow required emergency prevention and operational controls Report all accidents, occupational illnesses and emergencies Manage suppliers and resolve service issues as they arise. Seek opportunities to improve services and cost effective ways of working. Assist in soft services projects. Financial: To be financially aware and have an understanding of cost controls with in your area of responsibility. Work with finance team to control invoicing and reconciliations. Responsible for coordinating elements of a site business plan. Responsibility for some budgets at site level. People: Manage, recruit and develop a team of personnel to carry out a number of services at site level to an agreed SLA Manage a team to deliver their objectives. Motivated self starter who is a team player with a mature approach and high customer service focus. Practical hands on approach.

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