Customer Services Manager

Negotiable
Glasgow
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Job description

I am recruiting for the role of a Customer Services Manager on a permanent basis based in Glasgow.

The Customer Services Manager (CSM) has overall responsibility for understanding of their Centre customers business, ongoing plans and aspirations and to align the best possible service and solutions to these. Retain paying and profitable customers.

Key Responsibilities and Deliverables
Operational
* Have thorough knowledge of Centre customers' business needs and aspirations.
* Monitor customer service standards and resolve problems.
* Take responsibility for the renewal process and achievement of client renewal objectives/Centre
profitability by managing and reporting on Centre renewal process.
* Implement strategies to maximise customer satisfaction that delivers improved customer spend/yield.
* Manage Centre tours with introduction of team members in accordance with company policy.
* Work with the Regional Sales Manager and CSO/Marketing to ensure turnaround of vacant offices.
* Ensuring the Centre team are fully trained and possess all product/renewals/customer information.
* Deal with client enquiries professionally and in a timely manner.
* Manage your Centre to ensure smooth running of the building, systems and processes (filing, word processing, audits, delivery notes, purchase orders, cost control and revenue generation reporting).
* Be accountable for the aesthetics of Centre buildings and that all areas look and run professionally and meet the expectations of clients/visitors.
* Ensuring security procedures are maintained.
* Ensuring Centre team has full IT/Telephony product knowledge as necessary to fulfil customer needs/requests.

Team Management and Administration
* Lead your team to consistently meet Centre objectives and company standards.
* Ensure a full complement of staff at all times and that your Centre is adequately resourced to deliver its
objectives.
* Conduct and attend regular 1:1 review meetings and ensure rota management to allow development time for your ACSM/CSR(s).
* Manage the Perfect Move In (PMI) and move out processes and completion of associated paperwork.
* Ensure preparation and maintenance of client files to the company standard.
* Deal with client enquiries professionally and timely.
* Full responsibility and management of your Centre to ensure smooth running of the building, systems and processes (filing, word processing, audits, accurate delivery notes, purchase orders, cost control and revenue generation reporting).
* Be accountable for the aesthetics of Centre buildings and that all areas look and run professionally and meet the expectations of clients/visitors.
* Ensuring security procedures are maintained.
* Taking responsibility for all H&S implementation to include Fire Risk Assessment, PAT testing, Weekly Fire Testing etc.
* Ensuring delivery notes are checked against supplier invoices and match with the Purchase Order (with relevant coding ready for approval).
* Ensuring Centre team has full IT/Telephony product knowledge as necessary to fulfil customer needs/requests.

Health & Safety
* Ensure your team is reminded they have a legal responsibility and duty of care for the health and safety of themselves and others by adopting the safe working practices such that they do not put themselves, colleagues, clients or visitors at risk.
* Manage H&S implementation to include Fire Risk Assessment, PAT testing, Weekly Fire Testing etc.


Essential Skills, Experience & Qualifications
* 3-5 years experience of working in a customer facing commercial B2B environment
* 2-3 years team management experience (staff performance and compliance) is a prerequisite
* High motivation to deliver world class standard levels in a renewals and customer services environment is essential
* Curious about people and possess proven negotiation and closing skills with eye on profits, revenue and margin
* 2-3 years experience of budgeting and reporting accurately
* Sound level of generalist HR skills
* Possesses a positive attitude and open communication style
* Present with ease and asks questions/listens without effort
* Computer literate
* Good at planning and organising stakeholders
* Can influence senior personnel
Competencies & Personal Attributes
* Excellent commercial awareness
* Strong team management and development skill
* Good networking and customer relationship skills
* Influence and keep others on side
* Positive attitude and energy
* Act confidentially and sensitively in meeting customer needs
* Operate with tact in multicultural environments
* Self-motivated and confident
* Maintain control and perform during stressful situations
* Initiative and drive
* Attention to detail

If you are interested in applying for this vacancy please call 07760119944.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.

Contact

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Jaymilee McKechnie
Business Manager
Government Team
Glasgow
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