Stockley Park, UK • Posted 22 January 2024
Overview: As an Assistant Customer Services Manager (ACSM) at Orega, you play a crucial role in supporting the Customer Service Manager (CSM) to provide top-notch service and meet customer needs. This hands-on position involves various tasks, contributing to the overall success of the Centre.
Key Responsibilities:
Customer Services:
* Assist CSM and Customer Service Representative’s (CSR) in maintaining high customer service standards.
* Support CSM in renewals and company initiatives.
* Handle client enquiries professionally and promptly.
* Work collaboratively with the team to achieve targets.
* Ensure Centre aesthetics meet high standards.
* Assist in client move-in/out procedures and paperwork.
* Support CSM in the client renewal process.
* Oversee CSR(s) ability to handle customer/visitor enquiries.
* Manage administrative tasks, invoicing, and customer payments.
* Familiarise yourself with Centre customers for upselling opportunities.
* Perform regular housekeeping checks for a professional environment.
CSR Supervision in absence of Centre Manager:
* Manage daily tasks of the team, ensuring high standards.
* Handle aspects of invoicing, billing, and debt collection.
* Assist in marketing and setting up offices for show standards.
* Conduct Back to Work interviews and 1:1 review meetings.
* Ensure adherence to Health & Safety policies/procedures.
* Provide training and support to junior staff.
Sales and Marketing:
* Deliver Centre tours in support of CSM.
* Ensure CSR(s) understand Orega Licence Agreements.
Health & Safety:
* Remind the team of their legal responsibility for health and safety.
* Ensure adherence to Health & Safety policies/procedures.
Required Skills/Experience:
* 2-3 years of outstanding customer relationship skills.
* 1-2 years of experience in influencing client renewals and general finance preferred.
* 1-2 years of experience in a commercial environment.
* Willingness to take on a team manager role.
* Ability to demonstrate systems monitoring and compliance.
* Confident communication and presentation skills.
* Curious and people-oriented with excellent influencing skills.
* Computer literate with the ability to learn and teach IT/Telephony.
* PC literate with advanced knowledge of Microsoft packages.
* Excellent team player with the ability to manage and supervise junior staff.
* Confidence to interact with clients up to Board level.
* Proactive approach to the working environment.
* Ability to operate sensitively in multicultural environments.
* Self-motivated with strong communication and interpersonal skills.
* Ability to maintain control during stressful situations.
* Positive and proactive energy, with attention to detail.
Note: This description is not exhaustive, and additional duties may be assigned based on business needs.
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