Team Lead - Client Services

Location

West Byfleet, Surrey | United Kingdom

Job description

We are recruiting for a Team Leader within Client Services, to work in a customer-focused role across the full range of facilities management services provided by Nexgen Groups companies.

Working closely with Operations Managers and Supervisors, the role will be responsible for managing a team of Administrators to achieve a consistently positive service experience for all clients that is best in class.

Role Responsibilities:

• Manage a small team responsible for general administration and client service across multiple contracts; prioritising and directing team focus and allocating resources based on evolving business needs both in the short and long term (managing annual leave, absence and shifts to ensure continuity of service)
• Manage inbound client communications for a client contract grouping, ensuring enquiries are categorised and logged using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner
• Oversee the administrators that act as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
• Responsibility for client satisfaction in relation to the handling of service-related issues including managing client complaints, resolving escalated issues or where necessary escalating further to Client Account management and Operations management.
• Oversee the efficient and effective delivery of the workflows to service ad hoc works requests, coordinating delivery from initial enquiry, through price estimating, raising of purchase orders, scheduling, delivery and billing.
• Manage relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
• Liaise with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions).
• Liaise with the scheduling and dispatch team and Operations Managers to ensure the effective delivery of the programme of works schedule and the timely resolution of identified issues.
• Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations.
• Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback
• Manage the preparation of weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required.
• Ensure that service-related issues are addressed either directly or escalated in a timely manner to Operations Managers or other internal stakeholders as appropriate.

What are we looking for?

Required:

• Customer Service experience - 1 year
• Administrative experience - 1 year
• Experience of managing a digital/tech enabled helpdesk, internal service desk or call centre experience
• Experience of CRM software (e.g. Salesforce), in particular case and workflow management and defining user requirements to improve functionality and user experience
• High level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)
• Have excellent communication skills, both verbal and written.
• Attention to detail, curiosity and a desire to learn and develop with role and the organisation

Desirable:

• Knowledge of Salesforce CRM and Field Service module
• Previous experience in a large Facilities Management firm/ large housing organisation
• Previous experience in a demanding customer/client service role
• Project management qualification, Prince II, Agile or similar
• Experience of Lean process improvement
• Previous involvement in contract or client mobilisations
• Knowledge of Microsoft Teams

Job tags

Salary