Customer Service Operations Manager

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 a enquiring mind and a huge amount of common sense to fit into our family run business.

JOB TITLE: Customer Service Operations Manager

REPORTING TO: Managing Director

LOCATION: Milton Keynes

JOB PURPOSE

Responsible for ensuring the effective and smooth running of all operational aspects of Opem Limited to a high standard in line with the company beliefs and ethics.

MAIN DUTIES / RESPONSIBILITIES

• Make sure all telephone calls to our main number are answered in good time and in a courteous manner.
• First point of contact for all client enquiries
• Managing the ticketing system on the relevant CRM, ensuring all client tickets are acknowledged within SLA and Engineers are coordinated to visit if necessary
• Management of all tickets from start to finish
• Managing any ‘problem doors’ with relevant client
• Management of any high-volume alarms coming through to the Control Room
• Managing all access control card changes for our clients using the appropriate system.
• Control and management of Opem preferred contractors.
• Make sure all telephone calls and emails are answered in good time and in a courteous manner.
• Updating the CRM with dates for client’s maintenance visits (PPM’s)
• General housekeeping duties in the CRM system.
• Ordering staff uniforms
• To ensure that the office space is tidy and well maintained.
• To actively comply with and promote all working policies and procedures.
• Perform and maintain a high standard of Customer Service at all times.
• Liaise with clients and Opem engineers regarding the booking of service and maintenance visits.
• Overall responsibility and control of the Service Desk Day to day management of service desk.
• Co-ordinate service Engineers daily and make necessary arrangements for access to relevant sites.
• Ordering of office stationery and supplies
• Running daily and weekly reports as requested by clients
• Ordering equipment for remedial works as and when necessary
• Providing quotes to clients as and when required
• Ensure that all service calls are managed correctly on Opem CRM system.
• Ensure timely and accurate updating of tickets/actions on the CRM for invoicing purposes.
• Deal with day to day operational problems.
• To manage stock control and ordering of equipment and stationery if required.
• Consistently update own technical knowledge.
• Overall responsibility for the management of the control room handovers in the morning and afternoon.
• To actively comply with and promote all working policies and procedures.
• Perform any other duties that may be assigned to you by a Senior Manager.

Control room

• Ensure the smooth running of the control room on a daily basis.
• Daily meetings/catch ups with the control room team.
• All HR matters and annual appraisals.
• Running of daily and weekly reports from the control room for the business to evaluate,
• Approval of all control room reports.
• Weekly report to the business on all aspects of the control room at management meeting.

Rangers

• Point of contact for our guarding contract with our 3rdparty contractor.

Required skills/Abilities

• Strong communication skills
• Strong leadership skills
• Computer literate
• Good interpersonal skills to liaise with customers.
• Ability to deal tactfully and effectively with a wide range of people.
• 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.