Customer Service Manager jobs in United States

The Account Manager must ensure satisfactory delivery of services against contractual terms and conditions, meeting and exceeding client expectations and ensuring the contractual expectations of BGIS are achieved. They ensure the availability of all critical systems to minimise the risk to the client’s business.

They ensure all maintenance work is carried out in accordance with client and company policies and procedures and within health and safety legislative requirements.

KEY DUTIES & RESPONSIBILITIES

· Ensure client satisfaction levels are at a constantly high level, leading todevelopment of the contract to increase the portfolio/contract responsibilities.

· Dealing with day to day enquiries from BGIS team, subcontractors, and clients.

· Ensure contractual P&L levels are obtained and superseded and an in-depth knowledge of the contract is maintained and demonstrated on the internal monthly contractual review meetings with their line manager/ Director.

· Ensuring sub-contractor documentation is kept up to date and compliant.

· Ensure contractually agreed KPI’s/SLA’s are met.

· Ensure monthly reports are produced on time detailing contractual performance, identifying variations to budgets and measures to deploy to bridge any gap.

· Attend strategic contractual/operational meetings with the client on a regular basis, or as required.

· Arranging non-critical or technical sub-contractor visits.

· Liaise with suppliers and sub-contractors to obtain prices and delivery.

· Ensure all equipment is maintained to the highest standard.

· Working closely with the Account Manager on Team HR issues and disciplinary process.

· Ensure successful completion of all reactive and PPM works orders to ensure timely completion and close out, meeting KPI’s and SLA’s as necessary.

· Ensure necessary Health and Safety compliance is achieved across the contracts in line with BGIS & client policy documents, and that all statutory and company reporting procedures are met.

· Producing financial and statistical reports for contract portfolio.

· Ensure subcontractors perform to the highest levels and that performance reviews are regularly undertaken including regular meetings with sub-contractor managers.

· Ensure training plans are developed and met for all the engineering team.

· Ensuring extra works are identified, quoted and executed in a timely manner and that required account P&L levels are met.

· Ensure company processes and systems are deployed and used correctly on site.

· Ensure engineering teams are effectively managed and be responsible for performance management, recruitment, development and appraisals, succession plans and team welfare

· Ensure training plans are developed and met for all the management and engineering teams.

· Provide leadership and guidance, advice, coaching and direct support to contract managers and engineering teams to deliver the highest standard of service; including use of best practice, selection, training, assessment and recognition/reward.

· Have the ability to present contractual and financial information to the client and BGIS Management via a boardroom presentation format.

· Ensure BGIS staffing levels for all contracts, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery.

· Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with key client contacts.

· Provide a learning environment, and appropriate training and development planning. Ensure basic training needs are delivered, employees are fully competent to undertake their roles, and are able to reach their full future potential.

· Assisting with inductions of new site staff.

· Promote and support the core values of BGIS.

· Develop a strong Succession Plan.

· Provide cover for contract managers and manage their holiday requirements.

· Act as line manager to Contract Managers.

· Keep the Service Director briefed and updated on all issues.

· Be available as point of escalation to client team 24/7. Ensuring continuity of updates and management of incidents.

EDUCATION, JOB-RELATED YEARS OF EXPERIENCE & QUALIFICATIONS

· HNC/BTEC/Degree level education is preferred, with good written and spoken English and good mathematical skills

KNOWLEDGE & SKILLS

· Recognised technical qualification.

· High levels of customer focus.

· Strong management and leadership skills.

· Ability to communicate at all levels.

· Knowledge and promotion of safety procedures and policies at all times.

· Show diligence in safe working both for themselves and occupants of the premises.

· Formal qualifications in Mechanical / Electrical engineering, ideally through an indentured apprenticeship.

· Working to Planned Preventative Maintenance Regimes.

· Installation of electrical services.

· Fault finding on electrical circuits.

· Knowledge of BMS systems.

· HVAC systems.

· High Voltage experience.

· Experience of contract management

· Knowledge of COSHH, Risk Assessments and Water Treatment (asset)

· C&G 17th Edition BSI certificate (asset)

· HV qualification (asset)

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success!