Customer Service Manager

Are you a highly proactive Customer Service Manager with excellent business and commercial acumen who thrives on providing a first-class service experience?

Do you have Facilities Management or CAFM systems experience?

Do you have a history of B2B service provision?

Do you have a natural flair and passion for people management and would like to Manage a vibrant and friendly team?

The role is perfect for someone who has proven experience in a senior Customer Service position or management role looking for a new challenge. You must have either CAFM systems or ticketing systems. I need proven management experience as well.

Based in West Lothian, salary between £24,000 and £30,000 per annum + bonus + benefits. The core hours are Monday - Friday, 9am-5.30pm, some out of hours work will be required on a rota basis every month.

Role Overview

You will manage direct reports and work in partnership with this vibrant Customer Service team who provide a first line of support for Technical, Building Management and Facilities Services. You will be an experienced Manager and have experience in facilities management and/or CAFM/ Ticketing systems would be highly desirable. You will oversee through all escalated issues and high priority jobs from initial log through to final resolution with the team, ensuring you and the team provide excellent Customer Service each time. Naturally confident and savvy, you will have a good knowledge of Microsoft platforms and software and take real pride in your work and enjoy going the extra mile. This is a fast paced and busy team which is why great communication is required as you need to hit the ground running. The company offers great opportunities for hard workers that are keen to build their career long term and progress.

Duties include:

• Managing the Customer Service Team, ensuring high priority jobs and escalations and managed within time frames
• Ensuring you and the team accurately process enquiries, escalations, resolving concerns where possible and ensuring call back requests providing and reporting all key information
• Process reports for engineers, highlighting working hours and material costs as well as reporting on daily, weekly and monthly team activity and productivity.
• Liaise with contractors, client representatives, and the full team including engineers as required to ensure issues are handled effectively
• Ensure Contractors are aware of outstanding issues and are dealing with them in a timely manner
• Ensure Clients are updated with progress of works
• Appropriately escalate any issues where suppliers and engineers have failed to respond within contract timescales
• Assist with producing engineer/sub-contractor quotations
• Any other Ad hoc duties as required

Skills and Experience required:

• Experience of Managing a team in a similar environment, and or CAFM/Ticketing/FM experience
• Preferably experience working in facilities or commercial FM helpdesk role at a senior level is preferred
• A strong sense of urgency
• Demonstrate great internal and external Customer Service
• Attention to detail
• Ability to multi-task
• Good memory
• Enjoy a challenge
• Excellent communication skills - both written and verbal
• Good working knowledge of Microsoft office and Microsoft Teams
• Ability to work manage direct reports as well as work on own initiative and as a part of a team