Central Services Manager - Leeds, United Kingdom - First Response Group

First Response Group

Verified Company

Leeds, United Kingdom

1 day ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The successful Central Services Manager will lead and develop a team of customer service/control/tech and FM representatives to address customer challenges quickly, calmly, and confidently with service delivery as a priority.

Main responsibilities:

Maintain a professional environment for the Central Service Teams to thrive in, to help solve problems and increase customer satisfaction (happiness), ultimately leading to an increase in sales, revenue, and profitability through growth and customer retention
Work closely with the Ops Director and Group Sales Director the Central Services Manager will ensure a cohesive approach to customer interactions around the clock
Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
Provide training on handling of sensitive customer service challenges or shortfalls
Make regular reports to senior management covering department milestones, progress, and KPIs
Plan and maintain departmental budget
Responsible for department growth, development, and recruitment plus team retention
Coordinate with sales and ops department to incorporate plans to increase customer happiness
Manage challenges with staff through support, assessment, and subsequent development via performance management
Ensure a positive work environment that is compliant with all applicable laws and regulations
Liaise with senior management, supply chain service providers, contractors, and key stakeholders to ensure quality of products and efficiency of the department
Maintain confidentiality regarding employee information and customer financial data by keeping sensitive documents private and secure

Benefits:

Uniform
Healthcare benefits and employee assistance programme
DeathinService
Company IT equipment
Company pension
Free parking
Paid holiday allowance of 28 days per year

Additional Information This Central Services Manager role is full-time and office-based including variable hours to suit the demands of the role.

Essential Skills:

Great communication skills (internal and external)
Ability to really listen
Able to take on responsibility
Processfocused and well organised
People leadership experience
Critical thinker
Problemsolver
Analytical ability to use MS Excel and Word
Direct customer service experience in an operational background
Accurate in their work
Knowledge of workplace health and safety laws
Ability to define and monitor KPIs and SLAs

About Company First Response Group (FRG) is a total security, risk, and facilities management solutions company.

We are leading the way with new technologies and training and development to deliver a first-class service to our clients.

What makes us different is our people. Our mission is to motivate, support, and develop our employees by creating a culture of 'inclusion and happiness'.

It is vitally important to us that everyone feels part of the team, contributes positively to companydevelopment and shares in our successes.

We are an SIA approved contractor, an ACS Pacesetter, and hold four NSI Gold accreditations.