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    • Service Performance Manager - City of London - CBW Staffing Solutions Ltd

    CBW Staffing Solutions Ltd
    CBW Staffing Solutions Ltd City of London

    1 month ago

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    Description

    Service Performance Manager

    An exciting opportunity has arisen for a Service Performance Manager to join our team at CBW, an established FM service provider based in London.

    The successful candidate will be responsible for managing the performance of our clients' portfolios, working closely with operational teams to drive continuous improvement and deliver exceptional customer service.

    The role will involve:

    • Logging and follow-up of work, uploading documentation, and managing customer expectations
    • Managing excellence levels of customer service throughout the journey
    • Planned Maintenance scheduling and distribution to site teams
    • Improvement plans against poor-performing areas
    • Working with operational teams to drive continuous improvement
    • Reviewing trends in data to understand quicker response times
    • Building process, procedure, and governance planning
    • Ensuring adherence to account KPIs and SLA metrics
    • Strategic analysis and forward-looking guidance
    • Regular analytical reporting on all aspects of the account
    • Tracking key internal metrics
    • Document control through SharePoint and online systems
    • Internal monthly reports on QHSE, finance, and strategy
    • Communication management, including weekly updates and regular flow-through communications
    • Complaints management, cost and service sheet development, and raising quotes and PO numbers
    • Data management

    We are looking for a candidate with:

    • A proven track record in Facilities Management
    • Experience in a business or finance environment
    • Excellent customer service skills
    • Management experience
    • Administration experience
    • Accounts and Finance experience
    • IT proficiency
    • Leadership and interpersonal skills
    • Strong communication skills

    This is an office-based role with occasional site visits required. In return, we offer a competitive salary of up to £55,000 based on experience and the opportunity to work with a dynamic team in a fast-paced industry.

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