Address
Form of workJOB TITLE:Client Services Manager
REPORTING TO: Managing Director
LOCATION: Milton Keynes
The Opportunity
We are bespoke electronic security company working predominantly in central London, We are looking for a dynamic, commercially strong operator with an entrepreneurial spirit. They must have an enquiring mind and a huge amount of common sense to fit into our family run business.
This person will be able to spin many plates and work quickly and effectively in this exciting role.
MAIN DUTIES / RESPONSIBILITIES
o Make sure all telephone calls to our main number are answered in good time and in a courteous manner.
o First point of contact for all client enquiries
o Managing the ticketing system on the relevant CRM, ensuring all client tickets are acknowledged within SLA and Engineers are coordinated to visit if necessary
o Management of all tickets from start to finish
o Managing problem access control doors with relevant client
o Managing all access control card changes for our clients using the appropriate system.
o Control and management of Opem preferred contractors.
o Make sure all telephone calls and emails are answered in good time and in a courteous manner.
o Updating the CRM with dates for client’s maintenance visits (PPM’s)
o To ensure that the office space is tidy and well maintained.
o To actively comply with and promote all working policies and procedures.
o Perform and maintain a high standard of customer service at all times.
o Liaise with clients and Opem engineers regarding the booking of service and maintenance visits.
o Overall responsibility and control of the Service Desk Day to day management of service desk.
o Co-ordinate service Engineers daily and make necessary arrangements for access to relevant sites.
o Running daily and weekly reports as requested by clients
o Ordering equipment for remedial works as and when necessary
o Providing quotes to clients as and when required
o Ensure that all service calls are managed correctly on Opem CRM system.
o Ensure timely and accurate updating of tickets/actions on the CRM for invoicing purposes.
o Consistently update own technical knowledge.
o Overall responsibility for the control room handovers in the morning and afternoon.
o To actively comply with and promote all working policies and procedures.
o Perform any other duties that may be assigned to you by a Senior Manage
Required skills/Abilities
o Strong communication skills
o Strong leadership skills
o Computer literate
o Good interpersonal skills to liaise with customers.
o Ability to deal tactfully and effectively with a wide range of people.
o Be prepared to work with minimum supervisor or part of a team
Please note: The above is not an exhaustive list of responsibilities; other duties may be required if deemed suitable by Senior Management.
