- Monitor, update, and report on YTD customer metrics including customer complaints and queries
- Manage customer escalation process, ensuring a timely response.
- Answer office phone
- Manage and report on the internal telephones system.
- Monitor and oversee the customer journey including onboarding and offboarding of customers.
- Ensure client database is kept up to date.
- Regularly liaise with partners and suppliers
- Input & Prepare Audit Reports
- Compile Audit Report weekly, monthly
- Prepare Weekly KPI/Client Reviews
- Monitor retention loss and risks
- Arrange Client/Stakeholders/Customer Meetings. Record minutes, follow up actions and file.
- Update Growth Within Spreadsheet (Power Bi)
- Issue Team with identified Risk Sites
- Plan, implement and monitor customer Survey
- Monitor Accident Reporting
- Complete Safeguard Contractor Questionnaires and monitor when due for expiry
- Create How To Instructions for all areas of the function
- Establishing customer service policies and procedures
- Developing and streamlining current business processes
- Work with other departments on client referrals
- Collaborating with the sales department to develop methods for handling issues
- Ensure that clients are advised of office closure due to holidays. Provide emergency numbers, etc
- Provide operational support to the business, maintaining asset inventory, ordering supplies etc
- A strong, clear communicator with people at all levels and backgrounds
- Attention to detail, with particular focus on qualitive data when reviewing performance
- Ability to present and discuss information clearly and to different audiences
- Effective interpersonal skills
- Strong team and networking skills
- Effective verbal and written communication skills
- Proven experience in business support, administrative roles
- Strong leadership and team management skills.
- Right to work in the UK
- Good ICT knowledge
- Knowledge of Power Bi highly desirable
- Previous experience gained in a customer facing role
- Monday to Friday
- Remote and office based role
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Business Support Manager - Swansea, United Kingdom - Mrs Buckét
Description
Purpose of the role:
The primary purpose of this role is to provide crucial business support by overseeing and managing various aspects of customer service and administration.
Additionally, the role involves overseeing and preparing reports for the business, establishing, and streamlining policies and process, and collaborating with other departments to address client concerns.
Effective communication, both written and verbal, is vital, along with strong leadership and team management skills.The overall aim is to ensure exceptional customer service, maintain strong client relationships, and continually improve customer support processes to contribute to the organisation's success.
Responsibilities:
Personal Specification:
Essential Requirements:
We will be an employer of choice with a passion for cleaning, nurturing a culture that values dedication and innovation.
Our Core Purpose Our core purpose is to change the perception of the cleaning industryOur Core Values
Our company has five key values; we focus on People, we are Passionate, we are Reliable, we set High-Standards, we are Industry-leading Experts
Days and times
* 9am - 5pm