The Role:
You would be managing the Customer Service Centre in Coventry, responsible for providing 24 hour support for I&H, Commercial and Retail contracts. As well as operational support, the Coventry CSC also manage the Site Monitoring Centre/Building Management System as well as the lone worker and crisis management systems.
Day to Day tasks:
- Manage a department responsible for providing 24 hour support to our clients customers, both internal and external
- Monitor and deliver service levels for multiple contracts
- Monitor your teams performance and manage improvements where necessary to achieve targets and service levels
- Implementation of CSC improvement projects
- Build strong working relationships with internal and external customers, identify opportunities to improve service levels
- Manage escalations and the customer complaints procedure
- To establish a number of robust processes to support the out of hours team, ensuring that all escalations are dealt with efficiently 24 hours a day and where necessary making yourself available as a point of escalation outside of core business hours.
- Manage 2 rota systems, ensuring that all shifts have the appropriate coverage to suit customer requirements
- To produce management information and reporting for customers and the CSC Management Team
- To prepare and deliver presentations to the CSC Management Team and prospective customers
Skills:
- Degree educated is preferable but not essential
- Experience of managing a helpdesk, preferably within the Facilities Management industry
- Experience in dealing with sub-contractors and supply chain
- Experience in the supervision of building engineering services and/or soft services
IT literate, demonstrable knowledge of operating computer aided facilities management software packages (i.e. Concept or similar). Use of MS Office software suite.
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