Head Of Customer Service jobs in United Kingdom

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Title: Performance Manager

Business Sector: Data Centre Solutions, Critical Environment

Location: UK, London

Please ensure to include your CV with your application to be considered for this role.

COMPANY PROFILE

CBRE is the global leader in real estate services and investment. We leverage the industry's most powerful knowledge base to meet the commercial real estate needs of our clients worldwide. Our commitment is to be the preeminent, vertically integrated, and globally capable real estate service firm. With over 70,000 employees globally, we operate in 48 countries.

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Performance Analyst to join the team. As a Performance Manager SME, you will be responsible for analysing and improving the performance of business processes, systems, plant and applications. The role involves collecting and analysing data, identifying areas for improvement, and implementing changes to optimize performance.

• Provide leadership and direction to Account Teams to execute Operational and ESG enhancements across the account.
• Collect and analyse data from various sources to identify trends, patterns, and areas for improvement.
• Work with cross-functional teams to implement changes and improvements, including the (external) controls specialist to gain better understanding on the control's platforms in use across the account.
• Identify opportunities to improve business processes and implement changes to increase efficiency and productivity.
• Monitor and analyse the performance of systems and applications to identify bottlenecks and areas for improvement.
• Develop and maintain reports and dashboards to provide insights and visibility into performance metrics.
• Develop and track key performance indicators (KPIs) to measure the success of improvements.
• Manage CAFM system as key user on site including PPM records, reactive and reporting.
• Answer calls/email for the business in a timely fashion.
• Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.
• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment
• Liaise with Account Managers, Contract Managers, Technical Managers, Supervisors and Shift Leads daily/weekly to ensure quality of service is maintained.
• Where required, review Subcontractor performance and feedback through appropriate systems (e.g. PULSE) with assistance from Contract Support.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

• Promote and maintain CBRE culture.
• Communicate effectively and build/maintain relationships at all levels with internal and external customers.
• Attend and participate in any relevant training courses.

• Alongside Lead Contract Support, Account Managers and Contract Manager, assist with the monthly customer reporting.
• Provide comprehensive reports relating to Quantum, Plant Performance, SPOG, Harbour and the CAFM system.
• Analysis and comprehension of reports relating to Quantum, Plant Performanc, Harboure and the CAFM system.
• Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.
• Perform any other duties or responsibilities as requested by the Account Director.

Understand procedures and processes and operate them to the required standard.

Examples of these are:

• Obtaining supplier quotes and uploading onto the internal system for client approval.
• Consideration and reporting on ROI's for any recommended works

• 2+ years' experience in Performance Analysis, Business Administration, Computer Science, or related field.
• Organised - Works in a structured way. Thinks ahead to prioritise workload.
• Logical - Works in a clear and consistent manner
• Attention to detail - Thorough in carrying out a task, with a high degree of accuracy.
• Assertiveness - Confident, effective in putting across point of view to others.
• Persistence - Follows through to resolution.
• Customer and team focus - Puts customer and team needs first; always considers impact of their actions
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau).
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced environment and prioritize multiple projects

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation.

CBRE is the world's leading commercial real estate services firm with offices located around the globe. CBRE currently employs roughly 120,000 people worldwide, with 44000 working in the UK. The company's core services include property sales, leasing and management, facilities and project management, investment management and, research and consulting. In Central London, CBRE advises on more commercial property than any other adviser and across the United Kingdom with offices in Aberdeen, Birmingham, Bristol, Edinburgh, Glasgow, Jersey, Leeds, Liverpool, Manchester, and Southampton.