COVID-19

Central Services Manager

Full Time

First Response Group

Central Services Manager Leeds

Apply Now

This is an exciting new role and challenge for the right candidate to develop the First Response Group Central Service teams to become the fundamental catalyst of business growth and increased Customer Happiness through streamlined processes and communication.

Successful candidates will lead and develop a team of customer service/control/tech and FM representatives to address customer challenges quickly, calmly and confidently with service delivery as a priority. 

Main responsibilities:

  • Maintain a professional environment for the Central Service teams to thrive in, to help solve problems and increase Customer satisfaction (Happiness), ultimately leading to an increase in sales, revenue and profitability through growth and customer retention.
  • Work closely with the Ops Director and Group Sales Director to ensure a cohesive approach to customer interactions around the clock.
  • Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
  • Implement effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
  • Provide training on handling of sensitive customer service challenges or shortfalls
  • Make regular reports to senior management covering department milestones, progress and KPIs
  • Plan and maintain departmental budget
  • Responsible for department growth, development and recruitment plus team retention
  • Co-ordinate with sales and ops department to incorporate plans to increase Customer Happiness
  • Manage challenges with staff through support, assessment and subsequent development via performance management
  • Ensure a positive work environment and that it is compliant with all applicable laws and regulations
  • Liaises with senior management, supply chain service providers, contractors and key stakeholders to ensure quality of products and efficiency of the department
  • Maintain confidentiality regarding employee information and customer financial data by keeping sensitive documents private and secure

We welcome applications from candidates with any of the following skills or attributes: Customer Services manager, Facilities management manager, services, customer, manager, leader, leadership, team leader

Benefits:

  • Uniform
  • Healthcare benefits & employee assistance programme
  • Death in Service
  • Company IT equipment
  • Company Pension
  • Free Parking
  • Paid holiday allowance of 28 days per year

 

Additional Information

Full time office based – variable hours to suit the demands of the role.

Essential Skills

  • Great communication skills (internal & external)
  • Ability to really listen
  • Able to take on responsibility
  • Process Focused and well organised
  • People Leadership Experience
  • Critical Thinker
  • Problem Solver
  • Analytical – ability to use MS Excel and Word
  • Direct Customer Service Experience in an operational background
  • Accurate in their work
  • Knowledge of Workplace Health and Safety Laws
  • Ability to define and monitor KPIs and SLAs.

About Company

First Response Group (FRG) is a total security, risk and facilities management solutions company.

We are leading the way with new technologies and training and development to deliver a first-class service to our clients.

What makes us different is our people. Our mission is to motivate, support and develop our employees by creating a culture of ‘inclusion and happiness’. It is vitally important to us that everyone feels part of the team, contributes positively to company development and shares in our successes.

We are an SIA approved contractor, an ACS Pacesetter and hold four NSI Gold accreditations.

We are a Living Wage Foundation recognised service providers, Disability Confident Committed & a signed the Armed Forces Covenant pledge.

Essential Requirements

  • Great communication skills (internal & external)
  • Ability to really listen
  • Able to take on responsibility
  • Process Focused and well organised
  • People Leadership Experience
  • Critical Thinker
  • Problem Solver
  • Analytical – ability to use MS Excel and Word
  • Direct Customer Service Experience in an operational background
  • Accurate in their work
  • Knowledge of Workplace Health and Safety Laws
  • Ability to define and monitor KPIs and SLAs.

COVID-19 Central Services Manager Leeds

Apply Now

Tagged as: Central Services Manager