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Customer Services Coordinator
1 month ago
**JOB DESCRIPTION - Job ref: REQ07415**
**Job Title and Grade**: Customer Services Coordinator
Grade 6
**Contract**: Permanent, Full-time
**Hours**: 36 hours per week
**Salary**: £28,929 - £32,411 per annum
**Department/Section**: Estates and Campus Services (ECS)
**Responsible to**: Head of Customer Services, ECS
**Reports on a day-to-day basis to**: Customer Services and Projects Manager, ECS
**Responsible for**: 2.6 FTE x Customer Service Assistants
**Purpose of job**: The Customer Services Coordinator supports the Estates and
Campus Services (ECS) Customer Services and Projects
Manager (CSPM) in delivering a range of projects for the section.
The Customer Services Coordinator also coordinates the sections development and implementation of customer service standards, cultural change, and the People Strategy in relation to 500+ staff to meet the strategic objectives of the section and the University.
**Management**
The role holder line manages the 2.6 FTE Customer Service
Assistants and is responsible for the development and operation of the Estates Help Desk as the first point of contact for customers regarding the work and services performed by the Estates,
Facilities Services and Sustainability Sections and the centrally managed/locally deployed activities (CMLD) of the Customer
Service Assistants within the various sections of ECS.
**Projects**
The Customer Services Coordinator will support the CSPM in the development of service enhancement projects across all areas of
ECS. The role holder will be required to turn ideas into project plans and lead on the ultimate delivery of these projects/plans.
1. Provide leadership and management of the three Customer Service Assistants including involvement in recruitment and selection, induction, provision of support and training, performance management and professional development.
2. To be responsible for the operational line management and motivation of the team and work as an effective member of the team co-ordinating workloads, setting priorities and managing the team’s performance against relevant indicators and metrics.
3. Provide direction, purpose and coordination of the centrally managed locally deployed activities of the Customer Service Assistants including liaison with ECS sub-section senior managers to agree initiatives and develop plans for implementation.
4. To develop the help desk function in line with the strategic objectives and the operational requirements of the section providing a pro-active customer driven service through successful implementation of processes, standard operating procedures and usage of appropriate systems.
5. Support the CSPM in the implementation of the people strategy, professional behaviours and relevant customer service standards across all sections of Estates and Campus Services to include**:Development and implementation of business unit/sub section values as appropriate.**
Coordination of Customer Service Assistant team activities to generate economies of scale and ensure that business unit and sub section activities are aligned to, and support, relevant ECS and University strategic objectives.
6. Support the CSPM in the delivery and management of sub-section and business unit projects, where required.
7. Utilise project management methodologies and frameworks to manage and lead on relevant operational customer service sub-section projects to deliver positive change in line with the objectives of the Customer Services section action plan.
8. Use appropriate methods of communication to ensure that Helpdesk customers, ECS team members and other stakeholders within, and external to, the University are up to date with developments of activities and projects appropriate to them.
9. Develop and implement systems, processes and procedures for the purpose of monitoring performance of the Customer Service team and subsequent setting of standards, performance indicators and action plans to meet these targets/standards.
10. Analyse data from the facilities management system to monitor performance of other ECS teams and create reports for relevant managers and generate actions.
11. Implement and manage real-time works order monitoring processes in association with the maintenance and soft FM services teams to ensure the Customer Service team proactively engages with customers to meet and exceed their expectations.
12. Complete cost-benefit analysis of proposed project outcomes and make appropriate recommendations to the CSPM and/or Head of Customer Services.
13. To support the CSPM in developing and maintaining systems and processes for auditing customer service, operational standards and cultural change across ECS to include:
- Processes for evaluating performance such as customer feedback collection.
- Utilising the performance evaluation system to include scheduling, creation, distribution and analysis of the sections customer and staff feedback activities.
- Developing and/or implemen
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