Assistant Customer Service Manager / Assistant Business Centre Manager

My client are a nationwide provider of 5 star serviced offices. They are looking for a Assistant Customer Service Manager for their stunning and vibrant offices in Stockley Park, Uxbridge. Ideally you would come from a position of responsibility where you have assisted management back office and front of house. They are a wonderfully supportive company to work for and is great for someone looking for a career in an established company.

Monday – FridayRotating Shifts 8am–5pm and 9am – 6pmPermanent RoleGBP27,500K per annum plus amazing benefits Key Responsibilities and Deliverables

Customer Services

Help your Manager and Receptionists to meet the highest standard of customer service and understand the needs of Centre customers.

Support your Manager with renewals and any company initiatives.

Effectively handle enquiries from clients, the Customer Service Manager and the management team.

Work as one team with your Manager and Receptionists to deliver targets – including opening, closing and daily check standards.

Ensuring the Centre building/facilities are of the expected high standards at all times.

Support the client move in/move out procedures and turnaround of vacant offices with full completion of associated paperwork to schedule.

Ensue preparation and maintenance of company accounts and client files.

Support your Manager in the client renewal process.

Deal with and oversee the Receptionists ability to handle customer/visitor enquiries professionally.

Assist and ensure all secretarial/administrative/customer invoicing/chasing customer payments etc. are completed accurately.

Get to know Centre customers and their businesses to promote business awareness and upselling opportunities.

Ensure your Centre looks and is run professionally to meet the expectations of customers and their visitors by performing regular housekeeping checks.

Liaise with suppliers to include instruction of maintenance works and ensuring costs are kept to a minimum.

Handle all purchasing and Centre stock control (in liaison with the Purchasing Manager).

Be trained in all AV equipment and handle all IT/Telephony (liaising with Silver lining) to successfully handle customer enquiries.

Providing administrative and sales support to the Company Directors.

Receptionist Supervision

Managing the daily and weekly tasks of the team ensuring all responsibilities are covered and high standards are met.

Manage all aspects of invoicing to include billing, account queries and debt collection.

Dealing with telecoms enquiries to include moves & changes, faults and upkeep of data records.

Assist in marketing by ensuring empty offices are set up to company show standards.

Assisting in the process of the client move in by managing the inventories, issuing of keys & passes.

Ensuring company standards are adhered to by conducting the Quality Standards Audit monthly.

Oversee Receptionists on a day–to–day basis and manage the Centre in the absence of the Manager e.g. inform Receptionists the day's priority and delegate jobs as necessary.

Conduct all 'Back to Work' interviews in conjunction with the Manager.

Conduct and attend regular 1:1 review meetings with your Receptionists and provide feedback to your Manager and HR manager.

Ensure rota management to allow development time for your Reception team.

Ensure time for your own and your Receptionists personal development.

Ensure company Health & Safety policies/procedures are adhered to including Centre Fire Risk Assessment, PAT testing, Weekly Fire Testing etc.

Providing training & support to junior staff.

Pursue personal development of skills and knowledge necessary for the effective performance of the role.

Sales and Marketing

Deliver centre tours in support of the Manager and ensure your Receptionists are trained to confidently handle tours on their own.

Ensure Receptionists understand the main points of the company Licence Agreements including T&C's and any usual special conditions/requests.

Essential Skills, Experience & Qualifications

2–3 years outstanding customer relationship skills within a corporate environment

1–2 years experience of engaging in influencing client renewals and general finance is preferred

1–2 years experience in a commercial environment where you will have acquired good knowledge of service operations is a must

Willing to take on a team manager role

Ability to demonstrate systems monitoring and compliance is necessary

Confident communication and presentation skills

Curious and people oriented with the ability to engage customers and ask questions with ease

Excellent influencing skills and positivity is required

Computer literate and will to learn and show others how to use IT/Telephony is essential

Good at planning and organising

Competencies & Personal Attributes

Outgoing, enthusiastic, honest and confident individual who possess the following attributes:

PC Literate with advanced knowledge of Microsoft packages

Excellent team player, with the ability to manage and supervise junior staff

Confidence to interact with a range of clients up to Board level

The ability to multi–task

A proactive approach to the working environment

Ability to operate sensitively in multicultural environments and build effective working relations

Self–motivated, excellent team player with strong (written and verbal) communication, interpersonal and diplomatic skills

Ability to maintain and control and perform during stressful situations

Is confident and at ease when handling customer/visitor enquiries

Positive and proactive energy

Initiative and pro activity

Attention to detail and great organisation skills

If you feel you are well suited to the above role then please apply now for immediate interview!