Customer Service Manager

Regus; Gateshead; On-site; GBP 24,000 - 40,000; Full time

Job summary

IWG is seeking a Customer Services Manager in Gateshead to lead a busy centre and own its performance. You will be responsible for all on-site activity, solve problems, and upsell services while ensuring customers leave as brand ambassadors for you, your team, and IWG.

You will deliver targets with a small team, bring a passion for service, ownership and resilience, and feel at home in a fast-growing global organisation.

Qualifications

• Experience delivering against targets when leading a small, close-knit team.
• Experience running a flexible workspace centre, or a store/restaurant/site with high customer focus.
• Passion, drive, ownership and resilience are essential.

Responsibilities

• Manage all on-site activities and centre performance.
• Address challenges, solve problems, and ensure smooth operations.
• Give tours to prospective customers and upsell where appropriate.
• Ensure customers receive world-class service and become brand ambassadors.

Skills

Customer service

Team leadership

Sales

Communication

Job description

Customer Services Manager

(Total Compensation including bonus, commission & benefits: Up to £40,000)

This position sits at the heart of our growing global organisation, you will be responsible for all aspects of your centre’s performance. We’ll give you the autonomy and resource to manage your centre as though it’s your own business. You will have a wide range of responsibilities including:

• Being responsible for managing anything and everything on site.
• Rising to every challenge and solving problems.
• Giving tours to prospective customers.
• Upselling to existing customers.
• Above all, looking after our customers so well that each becomes a brand ambassador - for you, your team and IWG.

What We Can Do For You

You’re reading the right advert if you’re looking for:

• a fun, challenging and rewarding career.
• great induction training and excellent ongoing learning and development.
• fantastic promotion prospects.
• generous, achievable incentives and sociable hours.
• access to a comprehensive range of flexible, personalised workplace benefits that support mental, physical and financial wellbeing.

About You

Ideally, you’ll have some experience of delivering against targets when leading a small, close-knit team. You may have run a flexible workspace centre before, or else a store, restaurant or any site with a high degree of customer focus. Alongside your customer service and commercial skills, what matters most is that you’ve got the right mindset: passion, drive, ownership and resilience.

• Passion: looking after our diverse prospects, customers and guests is at the heart of what we do, so you must bring your passion and positivity to work every day.
• Drive: your own and your team’s collective drive for success means you’ll only relax once you’ve delivered the results you’re looking for.
• Resilience: a relentless focus on business priorities, regardless of any obstacles placed in front of you.

Above all, you’ll be key to ensuring all our customers only ever receive a truly world-class service.

And your sense of ownership means you’ll continuously ensure the quality of service and the workspace are as good as they possibly can be.

About IWG

With almost 4,000 tech-enabled, sustainable and inspiring centres across the world, we’re already four times the scale of our nearest competitor - and we’re continuing to grow.

With 80% of the Fortune 500 already among our customers, and plans to expand to 30,000+ centres over the next decade, we’re uniquely placed to offer the right person exciting career opportunities as we continue pioneering the workspaces of tomorrow.

We know we can only succeed if we give all our people every opportunity to shine. That’s why so many of our most senior leaders started their careers in our centres.

We’re also proud of reducing commuting-related carbon emissions by getting workers out of their cars and onto their bikes and their feet. Alongside our investments in advanced buildings, this supports our commitment to be carbon neutral.