Assistant Customer Service Manager - City Of London - Orega

Description

Core Role: This is a "hands-on" role with staff reporting.

The ACSM has overall responsibility for assisting the CSM to manage the Centre/CSR(s) and to meet the highest standard of customer service and renewals. The role is extremely varied, and you will be expected to handle multiple tasks.

Key Responsibilities and Deliverables

Customer Services

• Help your CSM and CSR(s) to meet the highest standard of customer service and understand the needs of Centre customers.
• Effectively handle enquiries from clients, the Customer Service Manager, and the management team.
• Work as one team with your CSM/CSR(s) to deliver targets – including opening, closing, and daily check standards.
• Ensure the Centre building/facilities meet the expected high standards at all times.
• Support client move-in/move-out procedures and turnaround of vacant offices/meeting rooms with full completion of associated paperwork/administration & AML compliance.
• Ensure preparation and maintenance of client files.
• Oversee CSR(s) in handling customer/visitor enquiries professionally.
• Assist in secretarial/administrative tasks, customer invoicing, and payment follow-ups.
• Get to know Centre customers and their businesses to promote business awareness and upselling opportunities.
• Perform regular housekeeping checks to maintain a professional Centre environment.
• Liaise with suppliers for maintenance works and cost control.
• Manage purchasing and Centre stock control, including Purchase Orders.
• Be trained in AV equipment and handle IT/Telephony queries (liaising with Silver Lining) using the Orega portal where applicable.
• Provide administrative support to the CSM and sales support to the Regional Sales Manager.
• Liaise with building management teams to ensure smooth relationships.

CSR Supervision

• Manage the daily and weekly tasks of the team, ensuring all responsibilities are covered and high standards are met.
• Lead the morning team meeting.
• Handle telecoms enquiries, including moves, changes, faults, and data records upkeep.
• Ensure empty offices are set up according to company show standards.
• Assist in client move-in processes (managing inventories, issuing keys & passes).
• Conduct Quality Standards Audit monthly to ensure adherence to company standards.
• Oversee CSR(s) on a day-to-day basis and manage the Centre/CSR(s) in the absence of the CSM.
• Conduct 'Back to Work' interviews in conjunction with the CSM.
• Conduct and attend regular 1:1 review meetings with CSR(s) and provide feedback to the CSM and HR manager.
• Manage rota scheduling to allow development time for CSR(s).
• Support training and personal development for junior staff.
• Ensure compliance with Health & Safety policies, including Fire Risk Assessments, PAT testing, and Weekly Fire Testing.

Finance

• Manage invoicing, including prebilling, billing, invoicing & account queries, direct debit collections, and debt collection.
• Liaise with the CSM for credit note queries.

Sales and Marketing

• Conduct Centre tours to support the CSM and ensure CSR(s) are trained to handle tours independently.
• Ensure CSR(s) understand key aspects of Orega Licence Agreements, including terms & conditions and special conditions.
• Maintain adherence to Orega brand guidelines in signage, emails, and branded documents.

Health & Safety

• Ensure team members understand their legal responsibility for health and safety and adopt safe working practices.
• Complete all relevant EdApp training courses.

Essential Skills, Experience & Qualifications

• 2-3 years of outstanding customer relationship skills.
• 1-2 years of experience engaging in influencing client renewals and general finance (preferred).
• 1-2 years of experience in a commercial environment with strong knowledge of service operations.
• Willingness to take on a team manager role.
• Ability to demonstrate systems monitoring and compliance.
• Strong communication and presentation skills.
• People-oriented and confident in engaging with customers.
• Excellent influencing skills and a positive attitude.
• Computer literate with a willingness to learn and train others in IT/Telephony.
• Strong planning and organizational skills.
• Outgoing, enthusiastic, honest, and confident.
• Proficient in Microsoft Office.
• Strong team player with supervisory experience.
• Confident in interacting with a range of clients up to Board level.
• Ability to multitask and work proactively.
• Sensitive to multicultural environments with effective interpersonal skills.
• Ability to perform under pressure.
• Professional in handling customer/visitor enquiries.
• Strong initiative, attention to detail, and organizational skills.

Limits of Authority

• No authority to appoint, discipline, or dismiss employees.
• No authority to approve annual leave and absence.
• No authority to commit Orega to spending beyond agreed limits.
• No authority to sign agreements or contracts.
• Authority to suggest process/procedure improvements in consultation with the CSM.

The Assistant Customer Services Manager should be competent in the following Orega processes:

• PMI
• Support
• Renewals
• Move Out
• Meeting Room
• Virtual Office
• Northrow & AML Compliance
• Operate
• IRIS
• Opening and Closing building procedures
• Health & Safety

As Orega continues to grow, we strive to ensure that our culture remains vibrant and outstanding. Our core values have a huge impact on our business, the way we interact with each other and the work environments we work in.