Client Services Manager – Head Office – Full Time

We are currently recruiting for an experienced Client Services Manager to lead a team of 20 client service administrators, schedulers and dispatchers split across two teams and supporting the full range of facilities management services provided by Just Ask.

The Client Operations Manager’s primary objective is to achieve a consistently positive service experience for all clients that is best in class through:

  • Excellent organisational skills, leadership and cooperation with appropriate stakeholders to deliver the programme of works schedule and adhoc work requests in accordance with contractual requirements and client expectations
  • Consistent, competent, timely and accurate handling of reported issues, requests and escalations
  • Maintaining quality systems and processes and fostering a culture of continual improvement within the team

Locations: Chobham – Moving to Byfleet & New Haw in the next few months

Salary: £35,000 – £40,000

Full-time, Immediate Start

Reporting to: Chief Financial Officer

Direct reports: 3-5

 

Responsibilities and duties

Client servicing and administration:

The Client services Manager is responsible for managing client service administrators who:

  • Manage inbound client service enquiries, complaints and work requests ensuring all client enquiries are addressed in a timely manner
  • Work in conjunction with internal resources and external service providers to coordinate delivery of ad hoc work requests from initial enquiry, through price estimating, scheduling, delivery and billing
  • Manage relationships with sub-contractors to ensure delivery of services in accordance with Just Ask expectations for quality
  • Work with Finance to ensure revenue from ad hoc works is tracked effectively and billed promptly
  • Manage data flow to/from client portals ensuring data is managed in accordance with contractual requirements and client expectations
  • Update the Salesforce CRM platform and Management Information system to ensure all data, assets and associated records are up to date and accurate
  • Prepare weekly and monthly KPI and SLA performance reports and continually review statistics to maximise operational performance and mitigate risk

Scheduling and dispatch:

The Client services Manager is also responsible for managing schedulers and dispatchers who:

  • Build and maintain the programme of works schedules and bulk waste schedules to optimise use of available resources whilst ensuring delivery in accordance with contractual requirements and client expectations
  • Run an operational help desk facility to coordinate operations service delivery teams and identify and proactively address issues relating to the day’s schedules
  • Act as the interface between operations teams and client service administrators to ensure client work orders are scheduled and completed to the appropriate standard of quality within contractually required time-frames
  • Track and monitor operations teams’ schedules to ensure adherence to business and client expectations on time and quality
  • Build, maintain and continuously improve organisational knowledge of contracts through the logging of exceptions, issues and site updates; communicating issues for resolution to Operations Managers and Account Managers as appropriate
  • Conduct quality assurance spot checking to confirm service appointments have been completed and appropriate documentary evidence recorded
  • Prepare, review and analyse performance metrics and underlying trends in operational delivery to maximise operational performance and mitigate risk
  • Develop, document, maintain and improve processes and procedures for all service delivery related activities within the remit of the Scheduling and Dispatch team.

Additional responsibilities

  • Manage the departmental budget and direct team focus and prioritise resources based on evolving business needs both in the short and long term
  • Overall responsibility for departmental strategic and financial planning and management
  • Develop a high performing team through effective people management including regular performance reviews and objective setting, recruitment and training to develop skills
  • Manage the department’s relationship with the business and build the presence and strategic offering of the team
  • Communicate effectively with operational and contract management in all matters relating to operational delivery, ensuring targets are met and stakeholders are briefed on key topics such as complaints, escalations and positive client feedback as required
  • Support the mobilisation of new contracts
  • Facilitate regular meetings with key internal stakeholders to review performance metrics, account status, and potential opportunities to maximise operational performance and/or increase revenue
  • Work with other departments to create and execute service improvement plans
  • Own the Salesforce CRM and Management Information platform ensuring the deliverables of the Data Manager are met and all data, assets and associated records are updated, and all dashboards and reports are functioning and accurate
  • Develop, document and maintain processes and procedures for all client operations activities.
  • Participate in establishing and implementing broader business processes

Measurement and KPIs

  • Timely and accurate handling of reported issues and enquiries (complaints, compliments, queries)
  • Delivery of the programme of works schedule and ad hoc work requests in accordance with contractual requirements and client expectations
  • Completeness and accuracy of systems, data and processes

Primary stakeholders/relationships

  • Clients: Housing Association Management, Housing Officers, Tenancy Services/Support Officers, etc.
  • Operations director, operations managers and contract managers
  • Executive management

 

Personal attributes and requirements for the role:

Required:

  • Minimum 3 years’ experience managing a digital/tech enabled Helpdesk; Previous Client facing experience.
  • Knowledge of CRM systems.
  • Demonstrate experience with IT and telephony related to inbound and outbound call centre
  • Be able to demonstrate expertise in Customer Service Management
  • Experience of managing a large team and multi-tasking
  • Excellent communication, delegation and motivational skills
  • Proven change management skill and the ability to coordinate multiple parallel projects
  • Keen to learn and develop skills and knowledge
  • Able to get on well within a fun lively team
  • Experience of process improvement/optimisation
  • Have a proven ability to manage suppliers and to ensure SLAs are maintained
  • The ability to assess performance and progress using both quantitative and qualitative information
  • Calm under pressure and able to maintain professionalism in an array of situations
  • Committed to quality and excellence through evidence of continuing professional development
  • Highly self-motivated and proactive, with excellent interpersonal skills

Desirable:

  • Relevant experience in FM contractor
  • Knowledge of Salesforce CRM and Field Service lightning module
  • Previous experience in a Large Facilities Management firm/ Large housing organisation is desirable
  • Project management qualification, Prince II, Agile, or similar
  • Experience of Lean process improvement
  • Previous involvement in contract or client mobilisations
  • Microsoft Teams

 

Just Ask Estate Services

Established in 1972, Just Ask Estate Services provides high quality facilities management services for registered providers of affordable rent, owned and part owned properties, sheltered, independent living and extra care properties. Just Ask has annual turnover of £20m and provides cleaning and grounds maintenance services, tree services, pest control, security services, concierge services, handyman services and environmental services to over 90,000 homes across England.

We’re committed to excellence and to working in collaboration with our residents, constantly innovating, updating and improving every aspect of our offering to create better places and better lives. We support the communities in which we work by providing Employment and Training opportunities for residents. Recognising that our most important asset is our people, we are fully committed to training and development, so that employees gain the necessary skills to reach their full potential. We are proud of our family ethos and achievement of multiple industry awards including Investors in People – Gold.

If you have a passion for client satisfaction then Just Ask Services Ltd is the place for you.

Apply now
Just Ask Services
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