Business Support Manager - Llansamlet, United Kingdom - Mrs Bucket

Description

Business Support Manager Role

Business Support Manager Responsible to Head of Operations
Line Management responsibility Yes

Internal Band 3

Hours Full time

Location Hybrid - Head office Swansea

Salary 26,000 -29,000

Benefits 20 Days annual leave plus Bank holidays Birthday off College and Customer referral scheme Employee Assistance Program


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.

This includes responsibilities like monitoring customer metrics, managing escalations, and implementing strategies to enhance customer satisfaction and retention.

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:

• 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

Personal Specification:

• 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.

Essential Requirements:

• Right to work in the UK
• Good ICT knowledge
• Knowledge of Power Bi highly desirable
• Previous experience gained in a customer facing role

Company Vision Is to strive to build life-long relationships with clients who value our premium quality service.

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 industry

Our 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