37 hours per week
My client is one of the UK's Largest Facilities Management Companies with over 100 years experience within Integrated Services.
We are looking for a Customer Service and Performance Manager to join their team based in Salisbury.
As part of the management team across the Contract, the Customer Services & Performance Manager is responsible for the Service Desk, Performance Improvements, Customer Feedback and Customer Engagement.
Responsible for the provision of a performance lead and customer focused Service Desk.
Ensure all processes and procedures for the Service are Streamlined and in practice to 'Lean Methodologies'.
Ensure services are provided in line with the Service Level Agreement making sure that Key Performance Indicators are achieved and ensure problems are resolved in a timely fashion.
Focus on building relationships with key customers / departments and be a point of contact for customer queries and feedback.
Enhance communication between the Service Desk and operational teams.
Drive customer feedback response rates up and action any required improvements.
Drive live information through the CAFM system to ensure complete and accurate records are kept / fed back to the customer.
Ensure work is performed in adherence with company policies, procedures and standards and Health and Safety legislation and statutory regulations in order to maintain the integrity of operational activities and safety of employees and provide high quality service to customers.
Work with data analyst to take report information to the Operational Management and support action plans required to improve performance and achieve KPIs
Support and drive new business initiatives and opportunities across the contract.
WHAT THEY ARE LOOKING FOR
Recognised engineering/technical qualification
Good amount of experience within a similar role
Highly Motivated with team working ethos
Good interpersonal and customer relationship skills
Influential and enterprising with excellent problem solving skills
An ability to deal energetically with a multi faceted demanding business
Good command of the English language both orally and in writing
Valid, full driving licence
Good IT skills
- KPI CAFM CMMS FACILITIES Performance SLA Customer service MANAGEMENT
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