Customer Service Manager - Serviced Offices
Monitoring liaison with clients regarding their service requirements, and providing outstanding customer service.
Regular building audits to make sure the upkeep and appearance of the Business Centre doesn’t fail.
Assisting the Area Manager to ensure the effective running of the Business Centre.
Ensuring any client questions/problems are dealt with quickly and effectively
Promoting a friendly and professional relationship with clients and prospects
Managing process of renewing Clients’ agreements
Managing own workload and delegating administrative/secretarial duties where appropriate
Managing the billing process and overall responsibility for all invoices and credit notes Overall responsibility for credit control and ensuring monies owed to the business centre are collected on time
Responsible for petty cash transactions and housekeeping
Management of Centre’s IT, telephone and internet systems
Liaising with landlord as required
Implementing Purchase Order system and approving supplier invoices
Accountable for compliance with internal company policies, procedures and codes, for example, Team Member Handbook
Manage a team
Supporting/encouraging team goals
Other job functions which are required are:
Health & Safety
Ensuring risk assessments are kept up to date
Ensuring first aid box is adequately stocked
Ensuring fire alarms and equipment are tested according to law and overseeing evacuations Ensuring clients comply with the fire and health and safety regulations and keeping their client file up to date in this respect
Initiate and participate in trial evacuations as required
Liaising with clients on health and safety procedures
Organizing regular electrical servicing
Ensuring all washroom facilities are clean and properly maintained
Liaising with cleaners to ensure standards are maintained
Responsibility for ensuring all facilities are maintained and kept in a good state of repair
Liaising with clients
Delivering high levels of Customer Service.
Meeting informally with the clients on a regular basis.
Acting as point of contact for all internal client requests.
Ensuring that client requests are completed as quickly and efficiently as possible. Assist clients at all levels when the move in or out of the centre.
Internal Sales and Marketing
Strong focus on promoting and upselling centre products at all times.
Liaising with local commercial property agents and web brokers to keep a strong pipeline of enquiries
Ensuring agreed processes and timescales are observed for following up leads and enquiries, and that databases are kept up to date
Carrying out tours of the facilities to prospective clients and following up with appropriate correspondence
Promoting centre services among external clients including local businesses etc.
Provide secretarial services to clients.
Provide administration services to clients.
Take deliveries for clients.
Deal with post; outgoing mail and faxes for clients.
Understand clients requirements and fulfill these as far as is possible.
Provide training, guidance, supervision and development of centre team members on a daily basis in terms of client satisfaction, up-selling, and client complaint handling.
Telecoms and IT
Assist manager to ensure all client and CEC requirements for telephony, internet and other IT requirements.
Continually develop own understanding of internal processes in relation to telephony, internet and IT.
Take bookings for meeting rooms from clients.
Ensure meetings rooms are set up with correct equipment.
Order catering from suppliers and delivering to clients.
Monitor meeting room bookings to ensure correct billing.
Ensure administration of centre finance and accounting systems and functions as well as centre month end closing including billing processing, debt control and reporting are completed in accordance with procedures.
Ensure all billing information captured correctly and entered onto Centre Charge.
Complete End Of Month billing
Check all recurring charges against the occupancy to ensure they are correct.
Check all ad hoc charges against client use to ensure they are correct.
Raise invoices when required.
Quality and maintenance
Report faults and maintenance issues.
Consider resolutions and implement where possible.
Ensure centre facilities are clean and to Centre standards at all times.
Ensure all Clients and Visitors are met and greeted in line with company standards. Continually review procedures to ensure that they are implemented, reviewed and improved where possible.
Ensure that the team work to keep documentation of processes updated.
Ensure that the 'Operation Manuals’ for each centre remain current and correct.
Ensure stationary orders and stock are kept to a minimum and all invoicing is correct before passing for authorization.
Ensure Centre Facilities e.g. reception, meeting rooms; kitchens; vacant offices; are set up to company standards.
Ensure catering requirements are met for meeting room clients, arranging catering with suppliers as required
Manage own diary and workload to ensure that the all duties are completed effectively.
Monitor time management of Customer Service Assistants.
Liaise with Area Manager, where required, to prioritise workload.
Focus on continual development of team with current and improved processes.
Ensure all work loads are managed and achieved on time.
Liaise with the team to ensure the efficient running of each centre
Liaise with the team to understand where cover may be required
Possess knowledge from holding a previous senior management post successfully in the industry.
Possess good decision making and problem solving skills and be capable of applying own judgement.
Possess excellent organisational skills and an ability to manage and prioritise a busy workload within required deadlines.
Possess an approachable manner, with excellent written, verbal communication and interpersonal skills.
- Business Development
- Property Management
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