Customer Service Manager

Provide and manage services to a single government client across multiple education premises. Deliver first‑line support within a small team, ensuring high‑quality customer service and effective resolution of technical and commercial issues, and establishing best practice throughout the support process.

Responsibilities

• Monitor the operational service level to ensure contract SLA’s are achieved.
• Produce performance reports in the agreed format at the required times.
• Provide information to ensure timely and accurate submission and payment of financial applications and effective management of invoicing.
• Highlight any potential risks or issues to senior managers.
• Offer general support and advice concerning contract issues.
• Monitor and update Integral FM management system.
• Analyse any service failures.
• Manage data and record keeping.
• Oversee sub‑contractor management, compliance and desk‑top audits.
• Coordinate contract requirements to ensure helpdesk and service teams understand the needs.
• Provide reports on the Customer Service team’s productivity and customer feedback, identifying areas for improvement.
• Manage the small Customer Service team and evaluate performance, ensuring all activities are carried out within the contract timescales and followed up accordingly.
• Ensure Customer Service is always manned, with enquiries dealt with promptly and efficiently, seeking guidance and assistance where appropriate.
• Assist the Customer Service team in handling telephone and email queries from clients for new work, maintenance and repair.
• Take action as necessary to communicate requirements to relevant stakeholders and contractors promptly.
• Review and check daily reports with the team to ensure information is valid and correct, and maintain accurate task logging.

Qualifications

• Must have the ability to read and understand project legal documents and apply them.
• Understand contract conditions and apply them.
• Customer focus.
• Awareness of Health & Safety working practices, COSHH, etc.
• Competence in Microsoft Word and Excel.
• Flexible approach to work.
• Capacity to work to tight deadlines and targets.

Desirable

• Competent working knowledge of HVAC building systems and fabric elements.
• Knowledge of Facilities Management software.
• Experience working in a client‑focused service environment.

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