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Customer Services Manager
4 months ago
This is a fantastic opportunity for a vibrant, customer focused individual with management experience to join our client, a modern and luxurious brand offering serviced office solutions in the heart of Marlow.
Working with some fantastic clients in a stunning environment, your role will be to manage the serviced office centre and the small team.
The Customer Services Manager has overall responsibility for understanding their customers' business, ongoing plans and aspirations and to align the best possible service and solutions to them whilst also being a hands on member of the team.
Excellent opportunity to earn bonuses and commission (circa £10,000 per annum and over). Excellent benefits too
This role would suit someone from a customer service/sales background used to managing a team and providing a first class service to their clients. Budgeting and reporting experience would also be ideal.
Key Responsibilities
- 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
- Implement strategies to maximise customer satisfaction that delivers improved customer spend/yield
- Manage centre tours with introduction of team members
- Work with the Regional Sales Manager to ensure turnaround of vacant offices
- Ensuring the 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
- 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
- Lead your team to consistently meet centre objectives
- Ensure a full complement of staff at all times
- Conduct and attend regular 1:1 review meetings and ensure rota management
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
- Strong team management and development skill
- Good networker and customer relationship skills
- Initiative and drive
Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.
As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
