Customer Services Manager
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
About the Role
We are looking for a proactive and customer-focused Customer Services Manager (CSM) to lead the day-to-day operations of our business centre. This is a hands-on management role with direct responsibility for a centre team, focused on delivering exceptional customer service, driving customer retention and renewals, and ensuring the centre operates efficiently and professionally.
The successful candidate will build strong customer relationships, understand client business needs, lead and develop the centre team, and ensure high operational standards are maintained at all times.
Key ResponsibilitiesCustomer Service & Commercial Performance
* Build strong relationships with customers and understand their business needs.
* Manage customer renewals for clients with up to 10 workstations, achieving target rates.
* Support the Sales Team with larger renewals and occupancy objectives.
* Deliver exceptional customer service and resolve issues promptly.
* Maximise customer satisfaction, retention, and revenue opportunities.
* Conduct centre tours and support customer onboarding and move-out processes.
Centre Operations
* Oversee the smooth day-to-day running of the centre, including administration, reporting, purchasing, and cost control.
* Ensure the centre is maintained to a high professional standard for clients and visitors.
* Maintain security procedures and operational compliance.
* Ensure the team has strong knowledge of Orega products and services.
Team Leadership
* Lead, motivate, and develop the centre team.
* Conduct regular performance reviews and one-to-one meetings.
* Ensure appropriate staffing levels and effective rota management.
* Support recruitment, performance management, and employee development.
Health & Safety
* Take responsibility for Health & Safety compliance, including Fire Risk Assessments, PAT testing, and routine safety checks.
* Promote a safe working environment for employees, customers, and visitors.
Essential Skills & Experience
* 35 years' experience in a customer-facing commercial B2B environment.
* 23 years' experience managing and developing teams.
* Proven ability to deliver outstanding customer service and customer retention.
* Strong commercial awareness with experience in renewals, revenue generation, and customer relationship management.
* Experience with budgeting, reporting, and operational administration.
* Sound understanding of HR practices and employee management.
* Strong communication, negotiation, and stakeholder management skills.
* IT literate with excellent organisational skills.
Personal Attributes
* Positive, professional, and customer-focused.
* Strong leadership and team development skills.
* Commercially minded with a proactive approach.
* Able to influence and build relationships at all levels.
* Resilient, self-motivated, and able to perform under pressure.
* Excellent attention to detail and problem-solving skills.
Authority
The role has authority to:
* Recruit, manage, and discipline employees.
* Approve annual leave and absence requests.
* Authorise expenditure within agreed limits. xsngvjr
The role does not have authority to:
* Sign contracts or legally binding agreements on behalf of the company.