Assistant Customer Service Manager - London

Orega; Uxbridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen Assistant Customer Services Manager, der eine Schlüsselrolle in der Unterstützung des Kundenservicemanagers spielt. Diese spannende Position erfordert hervorragende Fähigkeiten im Kundenbeziehungsmanagement und die Fähigkeit, ein Team zu führen. Sie werden für die Aufrechterhaltung hoher Kundenservicestandards verantwortlich sein und eng mit dem Team zusammenarbeiten, um die Ziele zu erreichen. Wenn Sie leidenschaftlich daran interessiert sind, den Kundenservice zu verbessern und in einem dynamischen Umfeld zu arbeiten, ist dies die perfekte Gelegenheit für Sie. Nutzen Sie Ihre Kommunikationsfähigkeiten und Ihr Engagement für exzellenten Service, um einen bedeutenden Einfluss auf das Kundenerlebnis zu haben.

Qualifications

• 2-3 Jahre Erfahrung im Kundenbeziehungsmanagement erforderlich.
• Erfahrung in einem kommerziellen Umfeld ist von Vorteil.

Responsibilities

• Unterstützung des Kundenservicemanagers bei der Erbringung von Dienstleistungen.
• Überwachung der täglichen Aufgaben des Teams in Abwesenheit des Center Managers.

Skills

Kundenbeziehungsmanagement

Einflussnahme auf Kundenverlängerungen

Kommunikationsfähigkeiten

IT/Telekommunikationskenntnisse

Teamführung

Multikulturelle Sensibilität

Tools

Microsoft Office

Job description

Stockley Park, UK • Posted 22 January 2024

Overview: As an Assistant Customer Services Manager (ACSM) at Orega, you play a crucial role in supporting the Customer Service Manager (CSM) to provide top-notch service and meet customer needs. This hands-on position involves various tasks, contributing to the overall success of the Centre.

Key Responsibilities:

Customer Services:

• Assist CSM and Customer Service Representative’s (CSR) in maintaining high customer service standards.
• Support CSM in renewals and company initiatives.
• Handle client enquiries professionally and promptly.
• Work collaboratively with the team to achieve targets.
• Ensure Centre aesthetics meet high standards.
• Assist in client move-in/out procedures and paperwork.
• Support CSM in the client renewal process.
• Oversee CSR(s) ability to handle customer/visitor enquiries.
• Manage administrative tasks, invoicing, and customer payments.
• Familiarise yourself with Centre customers for upselling opportunities.
• Perform regular housekeeping checks for a professional environment.

CSR Supervision in absence of Centre Manager:

• Manage daily tasks of the team, ensuring high standards.
• Handle aspects of invoicing, billing, and debt collection.
• Assist in marketing and setting up offices for show standards.
• Conduct Back to Work interviews and 1:1 review meetings.
• Ensure adherence to Health & Safety policies/procedures.
• Provide training and support to junior staff.

Sales and Marketing:

• Deliver Centre tours in support of CSM.
• Ensure CSR(s) understand Orega Licence Agreements.

Health & Safety:

• Remind the team of their legal responsibility for health and safety.
• Ensure adherence to Health & Safety policies/procedures.

Required Skills/Experience:

• 2-3 years of outstanding customer relationship skills.
• 1-2 years of experience in influencing client renewals and general finance preferred.
• 1-2 years of experience in a commercial environment.
• Willingness to take on a team manager role.
• Ability to demonstrate systems monitoring and compliance.
• Confident communication and presentation skills.
• Curious and people-oriented with excellent influencing skills.
• Computer literate with the ability to learn and teach IT/Telephony.
• PC literate with advanced knowledge of Microsoft packages.
• Excellent team player with the ability to manage and supervise junior staff.
• Confidence to interact with clients up to Board level.
• Proactive approach to the working environment.
• Ability to operate sensitively in multicultural environments.
• Self-motivated with strong communication and interpersonal skills.
• Ability to maintain control during stressful situations.
• Positive and proactive energy, with attention to detail.

Note: This description is not exhaustive, and additional duties may be assigned based on business needs.